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Yes, we know—the Knowledge Base was a long time coming. Maybe not Star Citizen long. Maybe not even BER long. But nearly two years after the release of Zammad 2.0, the feature you’ve all been waiting for is finally here. We’re proud and delighted to finally present to you the Zammad Knowledge Base: Try the live demo today.

— Martin Edenhofer, Founder

What is the Zammad Knowledge Base?

A place to store answers to frequently asked questions. An internal wiki on the one hand, and an online support database for your customers on the other. It’s fish and meat and completely vegan, all at the same time. Is such a thing even possible? Yes it is.

The Zammad Knowledge Base is for your support staff and customers alike: Information à la carte, from a thoughtfully arranged and fully-searchable menu. Generously garnished with rich content and internal references. Finely diced into bite-sized articles. And all for the low, low price of $0.

So, how does it taste?

Lighten the Load

Tired of answering the same question for the millionth time? The Knowledge Base is integrated with the Ticket Message Composer, meaning that you can reference an article with a simple shortcut. Never waste your time answering that never-ending question again.

Categories

Keep track of the articles you write by arranging them into categories. Create sub-categories (and sub-sub-categories), move them around, and rearrange them at the drop of a hat—the Knowledge Base makes it easy to keep everything in its right place.

Control who sees what

You decide the “visibility” of each article. Publish one for all to see, and restrict another to your staff only. You can even archive them to hide them entirely, or schedule them to be published at a later date.

Full-text search

Search for any article in Knowledge Base, and see results live-refresh as you type. The listing shows relevant snippets from each result to help you find what you’re looking for, fast.

Share expertise

Don’t just help people help themselves—help your support staff help each other. The Knowledge Base can be a place for agents to share expertise, making for a better, more consistent customer experience.

Rich content editor

Add inline images and file attachments to Knowledge Base articles. You can even insert references to other articles and tickets!

Make it your own

Combine categories with fine-grained visibility settings to create a knowledge base that works for customers and support staff alike. Categories that only contain internal articles will be hidden from public view.

Main Menu

The main menu makes it easy to find what you’re looking for.

Create articles

Just like the message composer, the article editor supports inline images and file attachments.

Search Articles

Search results show a snippet of each article with the search term highlighted.

Composer Shortcuts

Type “??” in the ticket message composer to insert a reference to a Knowledge Base article.

Browse Categories

If searching doesn’t work, users can browse through the Knowledge Base to find out what’s available.

Manage Settings

In the admin panel, you can change the layout, colors, supported languages, and more.

Fine-Grained Management Permissions

Rights Public/Web Registered Customer Agent Editor
Search Articles
Manage Categories
Create Articles
Link Tickets to Articles
Set Visibility
Manage Settings

Call for Testimonials

How do you use the Knowledge Base? What has it done for your organization? Share your success story with us! (Or tell us how it could be better; we’re all ears.) We’re itching to hear how it’s working for you.

Write us

Available now!

Ready take your customer support game to the next level? Activate the Knowledge Base in Zammad today. We hope you like it and look forward to your feedback.

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