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The knowledge base is a shared article library that serves two purposes: it gives your customers self-service answers through the portal, and it provides context for Regentra’s AI-powered ticket draft feature.

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Creating articles

1

Navigate to Knowledge Base

In the PSA module sidebar, click Knowledge Base, then click New Article.
2

Write the article

Use the rich text editor to write your article. The toolbar supports bold/italic, headings (H1-H3), bulleted and numbered lists, block quotes, a horizontal rule, code blocks, and inline images.
3

Choose visibility

Pick one of three audiences:
  • Internal (staff only) — visible only to your team. Hidden from the customer portal.
  • Customer (specific company) — visible to a single client’s portal users. Used for client-specific runbooks or onboarding docs.
  • Global (all staff + portal) — visible to your team and to every customer in the portal.
4

Assign to a folder

Organize the article into a folder for easier navigation.
5

Save, then publish

Click Save — the article is created as a Draft and isn’t available yet. Open it again and click Publish to make it available based on its visibility setting; the same button toggles a published article back to Draft.

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Organizing with folders

Folders group related articles into logical categories. Common structures include:
  • Getting Started — Onboarding and setup guides
  • Account Management — Password resets, MFA, user provisioning
  • Network & Connectivity — VPN, Wi-Fi, DNS troubleshooting
  • Applications — Per-application how-tos and known issues
Folders appear in the portal sidebar, letting customers browse by topic.

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Document attachments

Beyond markdown articles, the Knowledge Base can also hold uploaded files — PDFs, Office documents, Visio diagrams, and images, up to 50 MB each. Click Upload in the Documents panel, give the file a title (defaults to the file name), optionally scope it to a specific client, and it appears alongside the folder’s articles for browsing or download. Use document attachments for internal reference material that doesn’t make sense as a markdown article — vendor-supplied PDFs, network diagrams, or signed client documents you want your team to find alongside your written articles. Document uploads are a staff-facing tool; they don’t appear in the customer portal the way visibility-tagged markdown articles do.

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Turning a resolved ticket into a KB article

On a Resolved or Closed ticket’s detail page, a “Create a KB article?” card offers to have AI draft a knowledge base article from the ticket. Click Generate Draft to review a title, excerpt, tags, and content preview.
If a similar existing article is found, the card flags it (with a similarity percentage) and offers Update Existing Article instead of creating a duplicate. Otherwise, click Create New Article to save the draft as a new article. New articles created this way are always Internal (staff only) — you can change visibility afterward by editing the article.
There’s no persistent link stored between the ticket and the article it was generated from — the connection is a one-time AI draft, not a lasting reference field you can browse from either side later.

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Portal-facing KB

Customers access the knowledge base through the support portal. They can:
  • Browse articles by folder
  • Search across all public articles
  • View articles without opening a ticket
A well-maintained KB reduces ticket volume by enabling self-service resolution.

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AI-powered ticket drafts

Regentra’s AI draft feature uses retrieval-augmented generation (RAG) to suggest replies:
  1. When a technician clicks Analyze with AI on a ticket, the AI searches your KB for relevant articles
  2. It combines the KB content with the ticket context (subject, description, conversation history)
  3. A draft reply is generated and shown to the technician for review
  4. The technician can edit, send as-is, or discard the draft
The quality of AI drafts improves directly with the breadth and accuracy of your knowledge base. Prioritize documenting your most common resolution steps.
Networks lives alongside Knowledge Base and Passwords in the sidebar’s Knowledge group. It’s a dedicated inventory for client subnets, VLANs, and IP addresses — use it instead of a KB article when you need structured, queryable network documentation rather than free-form text.