Answers before the ticket is raised.
Searchable article library with versioning. Deflect tickets before they are raised with a player-facing portal.
Average ticket deflection rate at 50+ articles
Resolution tracking window per article read
Full version history on every article
What's included
- Rich-text article editor with version history
- Player-facing help portal with branded domain support
- Search with query intent matching
- Article performance metrics: views, search exit rate, ticket-after-read rate
- KB → AI suggestion connection: articles feed suggestion context
- Per-workspace KB isolation with optional org-level sharing
- Draft, review, and published article states
- Related article suggestions on ticket creation
The KB that actually deflects tickets
Most KBs are written for people who already know the product. Effective deflection requires articles written for players who don't. Article performance metrics surface which articles are working (players leave resolved) and which are failing (players submit a ticket within 48 hours of reading).
Connected to the AI layer
KB content feeds directly into the AI suggestion context. When an agent resolves a ticket with a KB link, that pattern is learned — future similar tickets surface the KB article as part of the suggestion. This creates a feedback loop between your agents and your player-facing content.
Performance analytics at the article level
Search exit rate, ticket submission rate after read, and view counts per article. The search data is your content roadmap — what players search and don't find tells you what to write next.
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