Centralized documentation built for modern service teams
The DeskDay knowledge base gives your team a structured, collaborative space to create, manage, and reuse knowledge — directly inside your service workflow.
It ensures important information does not stay in individual inboxes or ticket threads. Instead, it becomes reusable documentation that improves speed, consistency, and service quality.
Organized for clarity and control
DeskDay knowledge base is structured to keep shared and customer-specific information separate.
Global knowledge base
Used for common processes and reusable documentation
Accessible across all customers
Ideal for standard operating procedures, FAQs, and troubleshooting guides
Customer folders
Automatically created for each customer
Store customer-specific documentation
Visible only within that customer’s context
This ensures documentation is secure, relevant, and easy to maintain.
Create and manage articles with ease
You can create structured articles with powerful editing tools, including:
Headings, lists, checklists, quotes, and tables
Code blocks with support for multiple programming languages
Embedded images, PDFs, and videos
Drag-and-drop section reordering
Rich text formatting options
All changes are auto-saved to prevent data loss.
Drafts, publishing, and version control
DeskDay knowledge base includes built-in version management:
Save articles as drafts before publishing
Publish approved versions when ready
Maintain version history
Restore older versions if needed
Unpublish articles without deleting them
This ensures content stays accurate and controlled.
Built for collaboration
Multiple technicians can edit the same article in real time
Active editors are visible within the document
Changes are saved automatically
Drafts are visible across your team once saved
Knowledge becomes a shared asset instead of isolated notes.
Integrated directly with tickets
DeskDay knowledge base works inside your ticket workflow.
You can:
Access relevant articles directly within tickets
Link articles to tickets for reference
View both global and customer-specific documentation automatically
Surface contextual suggestions from Helena
This reduces repetitive typing and improves response consistency.
Convert ticket conversations into articles
Turn real solutions into reusable documentation.
From any ticket chat:
Convert messages into a knowledge base article
Automatically use the ticket summary as the heading
Choose the appropriate folder
Save as draft or publish immediately
This ensures valuable solutions are never lost.
Intelligent article suggestions with Helena
Helena analyzes ticket summaries and conversations to suggest relevant knowledge base articles automatically.
This helps:
Reduce search time
Encourage knowledge reuse
Improve resolution speed
Support junior technicians
Import existing documentation
You can upload external documents to automatically create articles.
Supported formats:
DOCX
PDF
MD
TXT
Imported documents are saved as drafts and can be reviewed before publishing.
Share documentation externally
Published articles can be shared via:
Secure shareable links
Direct email
Shared documents open in read-only mode and display your company branding.
This makes it easy to share documentation professionally with customers or partners.
Quick access tools
To improve productivity, DeskDay includes:
Starred items for frequently used documentation
Recently viewed articles for fast navigation
Why it matters
The DeskDay knowledge base helps your team:
Reduce repeated work
Maintain consistent responses
Capture institutional knowledge
Improve onboarding
Deliver faster and more reliable support
Knowledge becomes searchable, reusable, and structured — not scattered across chats and tickets.