Manage, edit, and reorganize knowledge base articles from the knowledge base panel.
🤔 Huh? I don’t see “Knowledge Base” in the menu…
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).
🤔 Huh? I don’t see an “Edit” button…
By default, agents are not permitted to create, edit, or manage knowledge base articles. If you wish to edit the knowledge base, talk to your administrator about granting you the appropriate permissions.
Use the language menu to view or edit translations of the current page.
🚧 What happens when a page hasn’t been translated into the selected language yet?
- 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:
📁 If you relocate a category using the Parent menu, all of its articles and sub-categories will be relocated with it.
🗑️ 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.
⚙️ Roles require knowledge base reader permission
Your administrator has to provide the relevant groups with reader permissions for the knowledge base.
🥵 Beware of visibility levels
Knowledge base reader permission means that affected users can see internal answers. This is a potential issue if you’re not dividing carefully!
If you’re unsure, please ask your administrator to configure the role permissions accordingly.
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!
🤷 Why are there four kinds of links?
- 🔗 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.