Feature · Knowledge base
The team writes the same answers over and over, and customers ask questions that were answered long ago. The knowledge base in 5sDesk serves both sides: articles in the portal lower the volume, suggestions in the reply box shorten the handling.
In detail
Categories as folders, articles as content, the same article in several places without a copy, external links in the tree. An article is public, internal for all staff or internal for certain departments only. You do not need a second wiki for internal knowledge. Articles start as a draft and go live when they are ready.
From the subject and the customer's message, 5sDesk suggests matching articles next to the reply box. Public articles are inserted with one click; internal ones serve as a reference and are locked against being inserted by accident. In the portal, customers see the same suggestions before they open a ticket.
A shortcode in the editor opens the search across all canned responses. Customer name, company, ticket number and the name of the person handling it are inserted automatically. A preview shows the result, and on insertion the system warns if a placeholder could not be resolved. No reply with a visible placeholder goes out to a customer.
When a question has come up more than once, you set the heading and keywords, and the AI reads the request and the replies and generalises the individual case into a guide. The draft is created unpublished and visible only to the department, without names, addresses or case-specific promises. Translation drafts into further portal languages are also one click.
More about the AIEvery language has its own address range. If a translation is missing, the article appears in the source language with a note instead of an empty page. Canonical addresses and language references are set correctly, and search result pages are excluded from indexing. Your help centre can reach visitors through search engines.
Works with
The first ten articles from real tickets. Try it for 30 days.
