Let people find the answer before they file

Not every request should become a ticket. A short, current article is often the faster resolution.

The knowledge base is per workspace. Categories, tags, and helpful votes live with the team that owns the answers. Public pages stay on the workspace slug.

When AI assist is on, agents can draft from a ticket, suggest a category, and see related articles while they reply. The customer chat widget answers from your articles, not from a generic model dump.

A nightly gap check points at tickets that never found a matching article. That is a writing queue, not a mystery.