Knowledge base · Autessa Support Desk
Knowledge base articles
Autessa Support Desk includes a knowledge base with three audiences: public articles for your Help Center and AI assistant, internal articles for your team and its AI tools, and private drafts only you can see. Articles nest under each other, file into collections and start from templates.
The problem it solves
Two wikis, three versions of the truth
When the help center, the team wiki and the AI each have their own copy of an answer, they drift. Write it once in one knowledge base and choose who sees it.
What you get
- Public: customers read these in the Help Center, and the assistant answers from them.
- Internal: your team and its AI tools (drafted replies, the copilot) use these.
- Private: only you can see these until you publish them.
- Nest articles under parent pages and drag to reorder; file articles and documents into nested collections.
- Templates: how-to guide, troubleshooting, FAQ, and policy or announcement.
- A rich editor with images and callouts, cover images, tags and a one-line summary.
- Customer feedback on each article: found it helpful and didn’t help.
- Move an article between public and internal when it is ready.
How it works
How does knowledge base articles work in Autessa Support Desk?
Pick a starting point
New article: choose a template or start blank, or write it with AI.
Write and file
Edit, add images, choose a collection and a parent page.
Publish
Publish to team or Publish to Help Center.
Improve
Watch helpful and not-helpful feedback and rewrite with AI.
Every option
Article settings
| Option | What it does |
|---|---|
| Audience | Public (Help Center), internal (team and AI tools), private (only you). |
| Status | Draft or published. |
| Collection | Nested collections shared by articles and documents. |
| Parent page | Nest articles into a wiki tree; order among siblings. |
| Templates | How-to guide, Troubleshooting, FAQ, Policy or announcement. |
| Summary, tags, cover image | Shown in search results and lists. |
| Feedback | Helpful and not-helpful counts from customers. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Write, publish, move and delete articles. Private drafts are visible only to their author. |
| Customer (signed in to your Help Center) | Read public articles and rate them. |
Where AI helps
Draft an article from a title or from tickets, rewrite it with AI, and every published article becomes a source for AI reply drafts, the copilot and the Help Center assistant.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
Autessa Autodocs
Turn any task into a how-to automatically: do it once in the browser and Autodocs writes the step-by-step guide, with screenshots, ready for your knowledge base.
Support Desk featureAI article writer
Draft articles from tickets or a title.
Support Desk featureHelp Center
Where public articles are published.
Support Desk featureKnowledge search
Finds articles by keyword or meaning.
Autessa productAutessa Drive
For files and folders beyond support knowledge.
FAQ
Questions about knowledge base articles
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have a knowledge base?
Yes. It has public articles for your Help Center and assistant, internal articles for your team and its AI, and private drafts.
Can I have internal-only articles?
Yes. Internal articles are for your team and its AI tools and are never shown in the Help Center.
Are there article templates?
Yes. How-to guide, troubleshooting, FAQ, and policy or announcement, all fully editable.
100% customizable, code and all
Make Autessa Support 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.
Start free and make it yours