Knowledge base · Autessa Support Desk
Knowledge search
Autessa Support Desk searches knowledge by keyword and by meaning. Articles, documents and solved community questions are found from the knowledge base, the command palette, the ticket’s knowledge panel and the Help Center, and a Help Center article link can be dropped straight into a reply.
The problem it solves
Customers do not use your words
A customer searches “charged twice”, the article is titled “Duplicate payments”. Keyword search misses it. Search by meaning finds it, and keyword matching keeps exact terms like error codes precise.
What you get
- Hybrid search: keyword and meaning results are fused into one ranked list.
- Searches articles, documents and solved community questions.
- On a ticket, the knowledge panel searches as you type; add a customer-visible article’s link to the reply, while internal results are shown for your reference only.
- The command palette searches knowledge while it jumps to pages and tickets.
- In the Help Center, search results include articles, guides and solved community questions.
- If smart search is briefly busy, results fall back to keyword matches and say so.
How it works
How does knowledge search work in Autessa Support Desk?
Type a question
In the Help Center, the knowledge base, the palette or a ticket.
Get ranked results
Keyword and meaning matches, merged.
Use the answer
Read it, or insert its link into your reply.
Every option
Where search works
| Option | What it does |
|---|---|
| Knowledge base | Search articles and documents by keyword or meaning. |
| Ticket knowledge panel | Insert links to customer-visible articles; internal results for reference. |
| Command palette | Search knowledge while jumping anywhere. |
| Help Center | Articles, guides and solved community questions. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Search public, internal and their own private content. |
| Customer (signed in to your Help Center) | Search only what is published to the Help Center. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about knowledge search
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have semantic search?
Yes. Knowledge search combines keyword and meaning results, so customers and agents find answers even when they use different words.
Can I link an article in a reply?
Yes. Search from the ticket’s knowledge panel and add the article’s Help Center link to the reply.
Can customers find internal articles?
No. Customers search only what is published to the Help Center.
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