Manage, edit, and reorganize knowledge base articles from the knowledge base panel.
This feature is optional; if you don’t see it in the main menu, that means your administrator hasn’t enabled it yet. Administrators can learn more on our admin documentation.
Use the ↗️ button in the top toolbar to see the published knowledge base.
Use the “Edit” button in the top toolbar to switch into Edit Mode (and back again). If you can’t see the “Edit” button, you should talk to your administrator about granting you the appropriate permissions. By default, agents are not permitted to create, edit, or manage knowledge base articles.
Use the language menu to view or edit translations of the current page.
If you select a language, in which the page hasn’t been translated into yet, the behavior depends on the state of the page:
- in Edit Mode
Untranslated pages are marked with a ⚠️ warning sign:
- in Preview Mode
Untranslated pages are only visible to users with edit permissions:
- in the published knowledge base
Untranslated pages are always hidden:
Using RSS Feeds¶
Zammad allows you to subscribe to either the knowledge base as whole or to specific categories. There’s both a public and an internal option to do so.
By default, RSS feeds are disabled. If you wish to use the RSS function, talk to your administrator about enabling the function.
The RSS button of the public knowledge base page is located at the bottom of each page. If enabled, the button will be available to anybody visiting the page.
The internal RSS button can be found on the upper right next to the edit button. It’s available on every internal knowledge base page you display.
Pressing the the RSS button will provide up to two RSS feeds to subscribe to.
Keep in mind that internal RSS links contain personal access tokens. Never share these URLs with third parties!
If you want to revoke the access and renew your token, you can do so in the RSS modal.
You can relocate a category using the Parent menu. Doing so, all of its articles and sub-categories will be relocated with it.
You can delete categories by clicking on the 🗑️ Delete button. Categories can only be deleted once all of their articles and sub-categories have been deleted or relocated.
Granular Category Permissions¶
Granular category permissions are great to have individual access levels on a role level. Using the granular permissions of a category deactivates the default visibility behavior and applies the permissions you’ve chosen instead.
This allows you to divide user groups on a e.g. subscription level to reduce the information load for users that don’t need the information.
In general, permissions of a parent category are inherited! If you want to grant edit permissions for a sub-category for a specific role for example, set the upper level to “reader” and the desired sub-category to “editor”. The other way round is not possible (permissions can only be widened, not restricted). If you can’t select permissions in the table, this could be the reason.
The roles require knowledge base reader permission. Your administrator has to provide the relevant groups with reader permissions for the knowledge base. If you’re unsure, please ask your administrator to configure the role permissions accordingly.
Be aware that public answers are always available!
Knowledge base reader permission means that affected users can see internal answers. This is a potential issue if you’re not dividing carefully!
The knowledge base editor comes equipped with the same rich text editing capabilities available in the Zammad ticket composer. That means you can use the same keyboard shortcuts to insert formatted text, bullet lists, and more. You can even add file attachments and links!
- Different link types
- 🔗 Weblink
URLs pointing to other websites.
- 💡 Link Answer
- Internal references to other knowledge base answers.(Will not break if destination URL changes.)
- 📋 Linked Tickets
- Internal references to Zammad tickets.(Visible only in Preview and Edit Modes.)
- 🏷️ Tags
- Tags can help categorize or spice answers with further words to find.Please note that tags are visible publicly and can be the same like those in your tickets.
Set the visibility of an answer to control who can see an article, or schedule it to be published at a later date. Articles are color-coded according to their visibility:
Public (visible to everyone)
Internal (visible to agents & editors only)
Draft/Scheduled/Archived (visible to editors only)
Using answers in ticket articles¶
As soon as the knowledge base contains one or more answers, you can use these
just like text modules. Instead of
:: just use
?? to open the search
modal. The search is done full text on both answer body and title in all
If you’ve found what you’ve been looking for, simply hit your ENTER-Key to load the answer into the ticket article. This way you don’t have to throw URLs at your customer and provide the answer right away.
Loading answers into articles does not replace article content.