Knowledge Base

Empower Your Team with Knowledge Base

The Knowledge Base helps your team provide more accurate solutions, so they spend less time searching for answers and more time solving problems and assisting others.

Support Your Team with a Smarter Knowledge Base

Centralize solutions, boost collaboration, and ensure quick, consistent answers with Helpdesk 365’s intelligent, easy-to-manage knowledge base.

Build, Share, and Evolve Knowledge with Helpdesk 365

Centralize your organization’s expertise, capture solutions from every ticket, and empower your team to find, share, and refine information easily, all within a continuously improving knowledge base.

Turn Information into Actionable Knowledge

No more hunting through endless files or emails
Knowledge Base organizes solutions, guides, and best practices into one easy-to-navigate platform. With everything in one place, the team can quickly access the answers they need to solve problems faster and provide consistent service every time.

Create Knowledge Articles Instantly

Instantly capture knowledge from every ticket
Helpdesk 365 allows the team to create knowledge base articles directly from ticket resolutions. Whether it’s a common issue or a unique request, every solution is instantly documented for future use. This turns every interaction into an opportunity to grow your knowledge base.

Search & Access Knowledge Effortlessly

Find answers quickly with powerful search functionality
Search engine ensures your team can locate articles and resources in seconds. Whether they need a quick answer to a simple question or an in-depth guide, they can easily find relevant information, ensuring no time is wasted on searching for solutions.

Collaborate & Contribute

Empower your team to share and refine their knowledge
Encourage collaboration by allowing agents to contribute solutions, add updates, and improve existing articles. This not only enriches the knowledge base but also ensures it evolves with your team’s experience and expertise, making it a dynamic resource that grows over time.

Stay Updated with Continuous Improvement

Keep your knowledge base current and relevant
Helpdesk 365 makes it simple to update existing articles, add new solutions, and archive outdated content. Whether it’s seasonal updates or newly discovered best practices, your knowledge base is always up to date, ensuring your team has access to the most accurate and relevant information.

Track Knowledge Base Performance

Measure the effectiveness of your knowledge base
Helpdesk 365 offers analytics and insights into which articles are used the most, which solutions are the most helpful, and where gaps in knowledge exist. This allows you to continuously improve the content and identify areas for further development.

Where Knowledge Base Delivers the Most Value

Knowledge Base centralizes your support team resources into a unified, searchable self-help hub. Now, your agents can spend more time providing great support and less time in searching for information.

Simplify Your Knowledge Base Management for Better Efficiency

Frequently Asked Questions

What is a knowledge base in a helpdesk system?

A knowledge base is a centralized, searchable repository of support solutions, guides, and best practices that empowers teams to quickly find answers to common issues. Helpdesk 365’s knowledge base integrates directly with Microsoft Teams and SharePoint, organizing your organization’s expertise into one unified hub where agents can access proven solutions, troubleshooting steps, and documentation instantly—reducing search time and ensuring consistent, accurate support across all interactions.

How can I create knowledge base articles in Helpdesk 365?

Helpdesk 365 makes knowledge creation effortless by allowing you to turn resolved tickets into knowledge base articles with just one click. When your team solves an issue, they can instantly document the solution for future reference, transforming every support interaction into a learning opportunity. You can also create articles manually, and your team can collaborate to contribute, edit, and improve content in real time, ensuring your knowledge base grows organically with your team’s experience.

How does the search functionality work in Helpdesk 365's knowledge base?

Helpdesk 365 features a powerful, intuitive search engine that helps agents find relevant articles and solutions in seconds using keyword-based queries. The search function quickly scans through your entire knowledge base, delivering accurate results whether someone needs a quick answer to a simple question or an in-depth troubleshooting guide. This eliminates time wasted digging through emails, old chats, or multiple folders, ensuring your team always has instant access to the information they need.

Can multiple team members collaborate on knowledge base articles?

Yes, Helpdesk 365 encourages team collaboration by allowing multiple agents to contribute, edit, and improve knowledge base articles together in real time. Team members can add new insights, update existing solutions based on recent experiences, and refine content to ensure accuracy. This collaborative approach not only enriches your knowledge base but also ensures it evolves dynamically with your team’s collective expertise, making it a living resource that continuously improves over time.

How do I keep my knowledge base current and prevent outdated information?

Helpdesk 365 provides analytics and performance tracking to help you maintain a fresh, relevant knowledge base. You can see which articles are most frequently accessed, which solutions are most helpful, and identify gaps in your content. The system makes it simple to update existing articles, add new solutions, and archive outdated content. Regular reviews based on these insights ensure your team always has access to the most accurate, up-to-date information for delivering consistent, high-quality support.