Answers stay inside old tickets
Agents solve the same question repeatedly because the useful explanation never becomes a reusable article.
Knowledge management
Turn every solved question into an answer people can find.
Build a searchable library for customers and agents, see which answers are helping, and use real support work to find the articles your team should write next.
Public and internal articlesKnowledge insightsAI assisted drafting
Knowledge library
KB
Reset a network passwordPublic article
Published INT
VPN troubleshootingAgents only
Internal GAP
Find an invoice receiptFailed search
Draft next Answers should compound
Support knowledge loses value when nobody can find or trust it.
Missing topics stay invisible
Teams often learn about a documentation gap only after customers ask the same unanswered question again.
Published does not mean useful
Without feedback, failed search data, and freshness signals, outdated content quietly remains in circulation.
A maintained knowledge loop
Write, publish, measure, and improve in one place.
FyneDesk connects the article library to the support queue. Agents can turn resolved work into reviewed drafts, customers can search before opening a request, and knowledge owners can see what readers need next.
01
Build a useful library
Organize answers for the people who need them
Create rich articles with clear ownership and visibility, then make them easy to browse in the workspace or customer portal.
- Rich text, tables, images, code blocks, video, and HTML source
- Categories, subcategories, tags, excerpts, drafts, and published states
- Visibility for agents, signed in customers, the public, or people with a link
- Full article search, favorites, related articles, and automatic page navigation
02
Learn from support work
Find the answer your library is missing
Use ticket outcomes and customer searches to decide what to document next. AI can prepare a structured draft while a person reviews and publishes it.
- Turn a resolved ticket into a draft article with customer details removed
- Create an article directly from a failed customer search
- Pro Knowledge Gaps groups repeated unanswered questions
- Published knowledge grounds AI reply suggestions for agents
03
Keep knowledge healthy
See what readers use, miss, and question
Knowledge Insights gives owners practical signals instead of a made up health score, so the next maintenance decision is based on real behavior.
- Most read articles across 7, 30, or 90 days
- Helpful percentage and negative feedback details
- Failed searches that can become new drafts
- Published articles that have not been updated in 12 months
Verified product scope
Start with a complete library. Add deeper gap detection when the team needs it.
Article creation, flexible visibility, portal publishing, search, feedback, and Knowledge Insights are part of the core service desk. Pro adds recurring knowledge gap analysis and AI Autopilot.
Compare plansCapabilityStarts on
Article library, categories, tags, and visibility controlsFree
Portal publishing and full article searchFree
Reader feedback, failed searches, and stale article insightsFree
AI assisted drafts from resolved ticketsFree
Knowledge Gap detection and draft workflowPro
AI Autopilot grounded in published knowledgePro
Frequently asked questions
Knowledge base questions
Can articles be public or internal?
Yes. An article can be limited to agents, available to signed in customers, published publicly, or shared with anyone who has its link.
Does FyneDesk show whether the knowledge base is healthy?
FyneDesk provides practical Knowledge Insights rather than a single opaque score. Owners can review popular articles, helpful feedback, negative comments, failed searches, and published articles that have not been updated in 12 months.
Can AI write knowledge base articles?
FyneDesk can prepare a structured draft from a resolved ticket and remove customer identifying details. A person reviews, edits, and publishes the article. Pro Knowledge Gaps can also group repeated unanswered questions and seed a draft from supporting examples.
Can customers search articles before creating a ticket?
Yes. The customer portal can expose searchable articles, categories, related content, and a request fallback when the answer is not available.
Does AI use our knowledge base when helping agents?
Yes. Published knowledge can be used to ground AI assisted ticket analysis and reply suggestions. Pro adds AI Autopilot, while Business adds Auto Resolve for eligible routine requests.
Make the next answer reusable
Build the library your customers and agents will actually use.
Start with searchable articles and insights, then add knowledge gap detection when repeated questions deserve a stronger workflow.
Free for up to 3 agents. No credit card required.