База знања

The knowledge base is Zammad's built-in content library for organizing FAQs, how-tos, internal processes, and more. Customers can browse published answers (articles) for self-service, while agents can use answers as internal references or insert them directly into ticket replies.

This guide is written for agents who want to edit the knowledge base or use it in their daily work. Customers should be able to browse through the public knowledge base without detailed instructions.

This feature is optional and must be activated by your administrator.

Основе

Click Knowledge Base in the primary navigation to open it. The knowledge base opens in preview mode, which looks similar to the published version customers see.

The knowledge base is organized into categories that can contain subcategories and answers. Each category requires an icon and a title. Answers consist of a title and rich text content with formatting, images, videos, file attachments, and links.

Видљивост

Each answer has a visibility level that controls who can see it:

Color	Level	Who can see it
Green	Public	Everyone, including customers browsing the public knowledge base
Blue	Internal	Agents and editors only
Gray	Draft or Archived	Editors only

Changes to visibility take effect immediately.

WARNING

Public answers are always visible to everyone. Internal answers require the Knowledge Base Reader permission. Choose visibility carefully when publishing answers.

Editing the knowledge base

Open the knowledge base and switch to edit mode using the Edit button in the top toolbar. If you can't see the Edit button, your administrator needs to grant you the appropriate permissions.

To create a new category, click the + button on the main page. To create a new answer, navigate into a category and click the + button there. Enter a title and content, set the visibility level, and save your changes.

The knowledge base editor provides the same rich text capabilities as the ticket article editor. You can format text, add links to other knowledge base answers or external websites, embed images and videos, attach files, and use tags to improve searchability.

Using the knowledge base in tickets

Inserting answers into replies

You can insert knowledge base article content directly into a ticket reply without leaving the ticket:

1. Start composing a reply in the ticket editor.
2. Click the Insert text from knowledge base answer button in the editor toolbar or type ??.
3. Search for the relevant answer by title or content.
4. Select the article to insert its content at the cursor position.

The inserted content preserves formatting and can be edited before sending.

Knowledge base assistant

When the AI-based knowledge base assistant is enabled, Zammad can suggest relevant knowledge base answers based on the ticket content. These suggestions appear in the Related knowledge section of the ticket sidebar. If a suggested answer solves the problem, it can be linked permanently to the ticket.

The knowledge base assistant also offers a way to automatically create a knowledge base answer from the ticket based on its content.