The knowledge base is the Documentation pages you publish for your employees, at your help desk portal. There is no second set of pages to keep up: publish a page you already have, and the knowledge base shows it as it is saved.

Overview

What readers see

The knowledge base is on the front page of your help desk portal, at /support on your company's address and on your custom domain. It shows:

• Frequently asked: the pages you feature in the FAQ, in the order of your Documentation tree.
• All pages: every published page, by title.
• Search the knowledge base: finds published pages by their title or text.

Each page shows its title, when it was last updated, and its text with its images and files. A file linked from a published page can be downloaded by everyone who can read that page, wherever the file was first uploaded, even on a page you have not published. Linking a file on a published page shares it with that page's readers. A link to another page works when that page is published too. References to equipment, people and locations show as plain text, so nothing a reader sees reaches your records.

Publishing and the FAQ

A page enters the knowledge base when someone publishes it from its page in Documentation. A published page shows a Knowledge base badge in the tree and on the page, linking to it in the knowledge base, and a featured page shows FAQ beside it.

Only a published page can be featured in the FAQ. Unpublishing a page takes it out of the FAQ too. Either way, the page stays in Documentation.

Administration, then Help desk, shows the knowledge base's address and how many published pages it has, under Knowledge base.

Who can read it

Who can read the knowledge base, in Help desk settings, decides who sees it:

Setting	Who can read it
Anyone with the link (the default)	Anyone, without signing in.
Only people signed in	Your TekStacks users signed in on that address, and employees signed in to the help desk portal. Anyone else sees "This knowledge base is for" your company's employees, with a way to sign in.

Either way, only published pages are shown. The rest of your Documentation is never in the knowledge base.

Archived pages leave it

Archiving a page takes it out of the knowledge base and the FAQ. Unarchiving it puts it back in Documentation only: publish it again to bring it back to the knowledge base.

Requirements

• Permission: Write, archive and restore documentation (Admin, Manager and Technician by default).
• The help desk turned on for your company. See Getting the help desk.
• Documentation in your company. Without it, the portal has no knowledge base.
• If your company manages clients, only your own company's pages can be published, not a client's.

Publish a page

1. In the sidebar, open Documentation, then Documentation, and open the page.
2. Click Publish to knowledge base.
3. Publish this page to the knowledge base? says who will be able to read it. Click Publish.

Feature a page in the FAQ

1. Open a published page in Documentation.
2. Click Feature in FAQ.

To take it out of the FAQ, click Remove from FAQ. It stays published.

Take a page out of the knowledge base

1. Open the page in Documentation.
2. Click Unpublish and confirm with Unpublish.

Readers with a link to it no longer see it, and it leaves the FAQ.

Choose who can read it

1. Open Administration, then Help desk.
2. Under Who can read the knowledge base, choose Anyone with the link or Only people signed in.
3. Click Save.

Notes

Note: The knowledge base always shows a page as it is saved now. Edit it in Documentation as usual; there is nothing to publish again.

Note: While an employee types the subject of a new ticket in the portal, matching published pages are listed under it. See Opening a ticket.

Note: Publishing, unpublishing and featuring a page are recorded in the activity log.

Troubleshooting

There is no Publish to knowledge base button. You need Write, archive and restore documentation, and the help desk must be on for your company. An archived page cannot be published, and with clients turned on, neither can a client's page.

"Publish this page to the knowledge base before featuring it." Publish the page first, then feature it.

"Unarchive this page first." The page is archived. Click Unarchive, then publish it.

Readers are asked to sign in.Who can read the knowledge base is Only people signed in. Change it to Anyone with the link, or have them sign in to the portal.

FAQ

Is the knowledge base a separate set of pages? No. It is your Documentation pages, the ones you publish. Edit them in Documentation.

Can a reader see pages I have not published? No. Only published pages are shown, and a link to an unpublished page shows as plain text.