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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 markdown editor to write your article. Supports headings, lists, code blocks, images, and links.
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

Publish

Save and publish. The article is immediately available based on its visibility setting.

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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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Linking tickets to KB articles

When a technician resolves a ticket, Regentra prompts them to create or link a KB article:
This prompt appears automatically when a ticket is moved to Resolved status. If the resolution involved a common issue, the technician can capture the fix as a new article or link an existing one. This builds your KB organically over time.
Linked articles appear on the ticket detail page, creating a reference between the support interaction and the documented solution.

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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 opens 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.