Autessa IT Desk

Knowledge management

Autessa IT Desk includes knowledge management: an IT knowledge base for runbooks and known errors, an Employee knowledge base for the Help Center, and search that understands the question.

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Knowledge · KB0001004IT knowledge baseSAMPLE

DraftReviewPublishedRetiredv3

Procedure: reset a user’s MFA

Runbooks / Accounts · valid to Jun 30, 2027

Steps

1. Confirm the person’s identity with their manager.

2. Remove the old authenticator in the admin console.

3. Send the enrollment link and stay on the call.

Tip: never read a code back over chat.

Versions

Version	Note	By
v3	Added the identity check	Sam Lee
v2	Restored from v1	Priya Shah
v1	First publish	Sam Lee

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Why it matters

What does knowledge management cover?

Write IT runbooks and employee how-tos with templates, review and publish them with version history, and find answers with hybrid keyword and semantic search.

The fastest ticket is the one nobody needs to open. Knowledge management gives IT runbooks and known errors for agents, how-tos for employees, a review workflow that keeps articles correct, and search that finds them from a plain question.

Who works here

IT agents and knowledge authors write; IT administrators publish; employees read published Employee articles in the Help Center.

In one sentence each

Knowledge base · Autessa IT Desk includes a knowledge base: write from templates, submit for review, publish with version history, retire or restore, set expiry dates and read feedback.
Knowledge search · Knowledge search in Autessa IT Desk blends rarity-weighted keyword ranking with semantic similarity, and the Help Center serves only published Employee articles that have not expired.

Subtopics

Everything in knowledge management

Knowledge base

Autessa IT Desk includes a knowledge base: write from templates, submit for review, publish with version history, retire or restore, set expiry dates and read feedback.

Knowledge search

Knowledge search in Autessa IT Desk blends rarity-weighted keyword ranking with semantic similarity, and the Help Center serves only published Employee articles that have not expired.

On screen

What it looks like

Knowledge search

Knowledge searchKeyword + semanticSAMPLE

my vpn keeps dropping when I work from home

Troubleshooting: VPN disconnectsKB0001011

Title match · vpn, dropping

Known error: Laptops lose Wi-Fi after sleepKB0001019

Similar meaning

How to connect to the VPN at homeKB0001003

Keywords · vpn, home

The Help Center shows only published Employee articles that have not expired.

FAQ

Questions about knowledge management

Does Autessa IT Desk include a knowledge base?

Yes. IT Desk includes knowledge management with two knowledge bases, IT and Employee, nested categories, templates, a review and publish workflow, version history, expiry dates and reader feedback.

Is IT Desk knowledge search semantic?

Yes, it is hybrid. It blends keyword ranking with semantic similarity, so it finds articles that mean the same thing even when the words differ.

Other areas of IT Desk

IT DeskIncidents, problems and changes →Autessa IT Desk runs the ITIL service management core: incidents, major incidents, problems and known errors, changes with CAB approval, SLAs, and the priority and routing rules behind them.IT DeskService catalog and requests →Autessa IT Desk includes a service catalog with dynamic order forms, approvals, and request fulfillment through requests, requested items and catalog tasks, with onboarding and offboarding built in.IT DeskEmployee self-service →Every employee gets a Help Center to report an issue, order from the catalog, follow their requests, approve what waits on them and see their own devices and apps.IT DeskIT asset management →Autessa IT Desk includes IT asset management (ITAM): hardware assets through their whole lifecycle, device compliance, a CMDB of the systems you run, and software asset management for licenses and seats.IT DeskVendors, contracts and access reviews →Autessa IT Desk manages the vendors behind your tools: weighted security questionnaires, findings with remediation dates, contract renewals with notice deadlines, and user access reviews.IT DeskWorkspace, AI and reporting →IT staff work in one Agent Workspace with lists, search and an activity stream on every record, an AI assistant that acts only with your permissions, reports and dashboards, and clear roles.

Knowledge management, ready on day one.

The setup wizard installs starter groups, SLAs, a catalog, knowledge categories and dashboards, so your team works in a real desk from the first hour.

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Setup wizard · starter catalog, SLAs and dashboards included · remove sample data any time

100% customizable, code and all

Make Autessa IT Desk fully your own.

Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.

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