Knowledge Base

Illustration of a book


A knowledge base is your personal encyclopedia where you can store all the knowledge about your business and processes. Use screenshots or videos to illustrate your articles and create helpful step-by-step guides. This can help your team during onboarding or can be a valuable explanation for your customers.

Tired of always answering the same questions? Publish your own library of FAQs, how-tos, internal SOPs, and more with the knowledge base.

Screenshot Zammad Knowledge Base

Features:

With your knowledge base, there comes a variety of sweet extra features:

  • Multi-language support
  • Visibility settings (draft, staff-only, or public)
  • Full-text search
  • Scheduled publishing
  • File attachments
  • Wiki-style internal linking to both knowledge base answers and tickets
  • Rich text editor and embedded images

The knowledge base can only be set up by an Admin user. Also, only admins can create, edit, and manage knowledge base articles.

Setup

The Setup is very easy

  • First, select the languages your knowledge base should support
  • Then, choose a theme and select your colors and icons
  • Define your public menu and the categories

You can find a step-by-step guide in.... nope, not our knowledge base but our Admin documentation.

Screenshot Zammad Knowledge Base setup

User Rights

By default, agents are not permitted to create, edit, or manage knowledge base articles. However, administrators can grant the corresponding permissions.

Once everything is set up, you can create and edit articles as you wish. You can also define whether an article should be publicly visible or is just meant for internal use. Find a detailed explanation in the Agent documentation.

Happy writing!

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