> ## Documentation Index
> Fetch the complete documentation index at: https://docs.regentra.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge Base

> Create and organize support articles for your team and customers. KB content powers AI-assisted ticket replies.

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.

## Creating articles

<Steps>
  <Step title="Navigate to Knowledge Base">
    In the PSA module sidebar, click **Knowledge Base**, then click **New Article**.
  </Step>

  <Step title="Write the article">
    Use the markdown editor to write your article. Supports headings, lists, code blocks, images, and links.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Assign to a folder">
    Organize the article into a folder for easier navigation.
  </Step>

  <Step title="Publish">
    Save and publish. The article is immediately available based on its visibility setting.
  </Step>
</Steps>

## 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.

## Linking tickets to KB articles

When a technician resolves a ticket, Regentra prompts them to create or link a KB article:

<Info>
  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.
</Info>

Linked articles appear on the ticket detail page, creating a reference between the support interaction and the documented solution.

## Portal-facing KB

Customers access the knowledge base through the [support portal](/psa/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.

## 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

<Tip>
  The quality of AI drafts improves directly with the breadth and accuracy of your knowledge base. Prioritize documenting your most common resolution steps.
</Tip>