Set up and administer
Knowledge base
Write help articles and step-by-step guides, organise them by knowledge area and vendor, and let staff find answers before raising tickets.
Enterprise. Published articles appear in the help centre, and VectorDesk suggests them while people describe their problem, so common questions answer themselves.
Articles and guides#
Open Knowledge base and choose New article or guide:
- An article is text with headings, lists, links and code.
- A step-by-step guide has numbered steps with screenshots, arrows, boxes, callouts and videos. Great for training.
For each one, set:
| Field | What it does |
|---|---|
| Title and summary | Shown in search results and the help centre |
| Knowledge area | Where it sits in the help centre, such as Network & remote access |
| Vendors and products | Which vendors it is about, such as Microsoft or Fortinet |
| Ticket category | The article is suggested while people raise a ticket in this category |
| Who can see it | Everyone, or IT only for internal notes |
| Search words | Other words people use, such as 2fa authenticator otp |
Agents save drafts; team leads and IT admins review and publish.
Knowledge areas#
Articles are organised the way enterprise help centres are. Every organisation starts with 17 areas:
- IT: Accounts & access, Email & calendar, Collaboration & files, Laptops & devices, Phones & mobile, Printing & scanning, Network & remote access, Security & cyber awareness, Business applications, Software & licences, Meeting rooms & AV, Backup & data recovery.
- Business functions: HR & people, Finance & expenses, Procurement & purchasing, Facilities & workplace, Policies & compliance.
Team leads and admins can rename, describe, reorder or hide areas, and add their own (for example Point of sale), under Knowledge base → Manage. If you leave an article's area on Choose for me from the text, VectorDesk picks the best fit from its wording.
Vendors#
Tag each article with the vendors and products it covers. A catalogue of about 60 vendors is built in, including Microsoft, Google, Apple, Cisco, Fortinet, Sophos, Dell, HP, Lenovo, SAP, Oracle, Sage, Safaricom, Airtel and MTN, and you can type any other. The editor suggests vendors mentioned in the article (for example FortiClient suggests Fortinet). Search matches vendor tags too.
Start quickly#
- Starter articles add six common Microsoft 365 how-tos as drafts: password reset, MFA on a new phone, Outlook password prompts, VPN, shared mailboxes and software requests.
- The Template library has ready-made guides and courses you can copy and adapt.
- From any resolved ticket, Write an article from this ticket.
- With the AI assistant, draft an article from a solved ticket in seconds.
The help centre#
Staff browse Help articles by area tiles, see the most-read articles and browse by vendor. Each article shows its area and vendors, a Was this helpful? vote and a quick way to raise a ticket if it didn't help.
Measuring#
The knowledge base page shows published articles, views, the share of readers who found articles helpful, and tickets avoided: problems solved by an article while someone was raising a ticket. Each article shows its own views, votes, reading time and, for guides, which steps people got stuck on.
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