Overview
The Knowledge Base is a shared space where your team can create, organize, and find helpful documents — all in one place.
It’s used to store:
Step-by-step guides
Troubleshooting instructions
Internal notes
Customer-specific documentation
Everything is structured so information is easy to find when you need it, especially while working on tickets.
Where to find the knowledge base
You can access the knowledge base from the left-side navigation menu.
Top-level knowledge base structure
Global KB
The global KB is a shared folder available across all customers.
Used for common articles shared across customers
Ideal for standard processes, FAQs, and general how-to guides
Articles here can be reused across tickets for any customer
If the information applies to more than one customer, it belongs in the global KB.
Customer folders
Customer folders are created automatically for each customer.
Used to store customer-specific articles
Articles here are visible only when working with that customer
Helps keep customer information separate and secure
If the information is unique to a specific customer, it should live in their folder.
Quick access items in the side navigation
At the bottom of the knowledge base navigation, you’ll find:
Starred items
Articles you’ve marked as favorites for quick access.
Use this for documents you refer to often.
Recently visited
Articles you opened recently.
Helpful for jumping back into work without searching again.
How the knowledge base is organized
The knowledge base is organized using folders and articles, similar to files on your computer.
Folders
Used to group related articles
Support nested subfolders
Can be structured to any depth
Articles
Live inside folders
Can be created, edited, published, unpublished, or deleted
Support drafts, version history, and collaboration
Why this structure matters
This structure ensures:
Shared knowledge stays reusable and consistent
Customer-specific information stays isolated
Articles are easy to find inside tickets
Helena can suggest the right articles at the right time
The result is faster resolution and less repeated work.