The Knowledge Base

Your Knowledge Base is the self-service help center your customers read and the article workspace your team writes in — all from one place. This guide walks through everything: writing articles, deciding who can see them, collecting feedback, embedding video, and using Insights to learn what your customers are looking for.

What the Knowledge Base is for

The Knowledge Base does two jobs at once. For your customers, it's a searchable help center on your portal at your-slug.fynedesk.io where they can find answers without opening a ticket. For your team, it's the workspace where you write, organize, and improve those articles — plus internal notes only your agents ever see.

Why this matters Every question a customer answers themselves is a ticket your team never has to handle. A good Knowledge Base quietly lowers your ticket volume while making customers happier, because self-service is usually faster than waiting for a reply.

One article, three audiences

The most important idea to understand up front: a single article can be shown to different audiences, and you manage that from one place — no duplicate copies to keep in sync. Every article can be:

Agents only (internal) — visible only to your team inside FyneDesk. Good for internal processes, troubleshooting notes, and anything not meant for customers.
Customers (logged in) — visible to signed-in customers on your portal.
Public — visible to anyone who visits your portal, no login required.

You set this per article, and you can change it at any time. There's a whole tab on this below — see Who can see it.

Where it lives in the app

Open the Knowledge Base from the main navigation in FyneDesk. From there you'll find the article manager (the list of everything you've written), the editor (where you write), and the new Insights tab (where you learn what's working). Each of those has its own section in this guide — use the tabs above.

Who does what

Admins and agents write and edit articles, set who can see them, and review feedback.
Your customers read published articles on the portal and can tell you whether an article helped.

New to FyneDesk? A good first move is to write three or four articles answering the questions your team gets asked most, publish them to your portal, and let the Insights tab show you what to write next. You don't need a big launch — the Knowledge Base grows naturally as you learn what customers search for.

Writing & organizing articles

Articles are created and managed from the article manager inside the Knowledge Base. The manager gives you stats at a glance, plus filters by category, status, visibility, and tag so you can find any article quickly. You can mark articles as favorites, and each one shows clear status and visibility badges so you always know what's a draft and who can see it.

The editor

The article editor is a rich editor — you can add tables, images, and code blocks without touching any markup. For power users who'd rather paste their own HTML, there's an HTML source view (the </> button) that lets you edit the underlying markup directly.

Let AI draft from a resolved ticket

If you've just solved a problem in a ticket, you don't have to write the article from scratch. FyneDesk can draft a Knowledge Base article from a resolved ticket, turning the back-and-forth you already had into a starting draft you can clean up and publish.

Tip Searching reads the full article — title, summary, and body — so write a clear one-line summary and use the words your customers actually use. That's what makes an article easy to find. See What customers see.

How to create and publish an article

Step-by-step coming here A detailed walkthrough of creating, formatting, and publishing an article will live in this section. The structure and links are in place — the step list drops in right here.

Who can see each article

Every article carries a visibility setting that decides who can read it. You manage all three audiences from the same article — there's never a second copy to keep in sync.

Agents only (internal) — stays inside FyneDesk for your team. Use it for internal runbooks, escalation notes, and anything customers shouldn't see.
Customers (logged in) — appears on your portal only for signed-in customers. Good for account-specific or paid-customer guidance.
Public — appears on your portal for anyone, no login. Best for general how-tos and FAQs that help with discovery and search engines.

Drafts are always private An article saved as a draft is only ever visible to your team inside FyneDesk, regardless of its visibility setting. Nothing reaches the portal until you publish it.

How visibility and status work together

Think of it as two separate switches: status (draft vs. published) controls whether the article is live at all, and visibility (internal / customers / public) controls who sees it once it is. An article needs to be published and have a customer-facing visibility before customers can read it.

Reader feedback

Every published article ends with a simple "Was this helpful?" prompt. Readers tap Yes or No — and on No, they can leave an optional comment telling you what was missing.

How it behaves

It works for anonymous readers, not just logged-in customers.
Each reader gets one vote per article, and it's spam-protected.
It's privacy-conscious — no raw IP addresses are stored.

Where you read the results

Each article has a feedback log showing every helpful / unhelpful vote and any comments readers left. For the bigger picture — helpful-% across articles, and the most common complaints — head to the Insights tab.

What to do with a string of "No" votes A few thumbs-down with comments is a gift — it tells you exactly where an article falls short. Read the comments, fix the gap, and the next readers get a better answer.

Adding videos to an article

You can embed video right inside an article. Paste a YouTube or Vimeo link into the editor and it plays inline — readers watch the walkthrough without leaving the page.

Good for Setup walkthroughs, short product tours, and anything that's quicker to show than to describe. A 60-second clip often answers a question that three paragraphs can't.

How to embed a video

Step-by-step coming here A short walkthrough of pasting a YouTube or Vimeo link into the editor will live in this section.

The Insights tab

Insights is a tab inside the Knowledge Base that turns reader behavior into a to-do list. Instead of guessing what to write or fix, you can see what customers actually read, what helped, and — most usefully — what they searched for and didn't find.

What's in it

Most-read articles — over 7, 30, or 90-day windows, so you can see both what's hot now and what's consistently useful.
Helpful-% per article — with drill-down into the negative comments behind a low score, so you know exactly what to fix.
Failed searches — what customers searched for and got no good answer. Each row has a one-click Create article that starts a draft from that exact search. (Failed-search logging never stores anything that looks like an email address.)
Stale articles — a list of articles that haven't been updated in a long time, so old content gets refreshed before it misleads anyone.

The failed-search loop is the magic The failed-searches report tells you what your customers want that you haven't written yet. Click Create article on a failed search and you start a draft pre-aimed at that exact question. Write it, publish it, and the next person who searches finds an answer.

A simple weekly habit

Open Insights once a week, skim the failed searches, and write one or two short articles to close the biggest gaps. Then glance at helpful-% and the stale list to catch anything that needs a refresh. Ten minutes a week keeps your help center genuinely useful.

Heads up Insights fills with data as readers use the new pages, so a brand-new Knowledge Base starts mostly empty. The longer your articles are live, the more useful the reports become.

What your customers see

On your portal at your-slug.fynedesk.io, the Knowledge Base is search-first. Customers land on a big "How can we help?" search bar with instant results as they type, your most-read articles as quick shortcuts underneath, and a clean grid of category cards below that.

Search that reads the whole article

Search looks at the full article — title, summary, and body — with smart ranking, not just titles. Customers find the right answer even when they don't use the exact words from the headline.

The article page

Each article page is built to get customers to an answer (or to help) fast:

Breadcrumbs so readers know where they are and can step back to a category.
An "Updated X ago" freshness signal so the content feels current and trustworthy.
An automatic table of contents on longer articles for quick jumping.
Related-article suggestions to keep readers self-serving.
A clear "Still need help? Submit a ticket" path on every page — so no one hits a dead end.
The "Was this helpful?" prompt covered in the Reader feedback tab.

The portal is multilingual-ready The FyneDesk app UI is available in English, German, Spanish, and Portuguese, so your team can work in the language they prefer.

Want customers to have a portal at all? See Client Portal for turning it on, and Knowledge Base Settings for categories and publishing controls.