Product Update - October 13, 2025

Service Desk Knowledge Base — searchable help article library with approval workflow and deflection tracking

Service Desk now includes a built-in knowledge base where admins and designated authors can create, version, and publish help articles in HTML or Markdown. Articles move through a structured approval workflow — draft, submitted for review, approved, and published — with email notifications at each stage and permission controls that define who can author, review, and approve content. Once published, articles are surfaced automatically to employees as they submit help requests, reducing ticket volume by deflecting common questions to self-service. Deflection events are tracked so admins can measure how effectively the knowledge base is reducing support load.

Article version history is maintained throughout the lifecycle: authors can view past versions, compare changes, and restore any prior version. For teams migrating existing content, bulk import and bulk JSON export are also available, making it straightforward to bring in articles from other systems or back up the knowledge base.

Use case: An IT manager publishes a "How to reset your VPN credentials" article — when employees open a new ticket with a related question, the article is suggested automatically, resolving the issue without a support agent ever getting involved.

Available in: Service Desk → Knowledge Base