This document explains the difference between the global knowledge base and customer folders, and when to use each.
What is the global KB
The global KB is a shared folder available across all customers.
Articles stored here can be used for any customer
Content is visible inside tickets regardless of the customer
Ideal for reusable and standardized information
Use the global KB when the content applies to more than one customer.
What to store in the global KB
The global KB is best used for:
Standard operating procedures
Common troubleshooting steps
FAQs
Platform or process documentation
If an article can help multiple customers, it belongs here.
What are customer folders
Customer folders are created automatically for each customer.
Each customer has their own folder
Articles are specific to that customer
Content is visible only when working with that customer’s tickets
This ensures customer information stays isolated and secure.
What to store in customer folders
Customer folders are ideal for:
Customer-specific configurations
Custom workflows or setups
Special instructions for a single customer
Notes that should not be reused for others
If the information is unique to one customer, it should live in their folder.
How this works inside tickets
When you open a ticket:
Articles from the global KB are always available
Articles from the selected ticket customer’s folder are also available
Articles from other customers are not shown
This keeps article suggestions relevant and safe.
Choosing the right location for an article
Before creating an article, ask:
Is this useful for multiple customers? → use the global KB
Is this specific to one customer? → use the customer folder
Making the right choice keeps the knowledge base clean and easy to maintain.
Why this structure matters
This structure helps:
Reduce duplicate articles
Keep customer data separated
Surface the right knowledge inside tickets
Improve Helena’s article suggestions
It ensures knowledge stays organized, reusable, and trustworthy.