Customer support knowledge base software that lets customers find answers first
Publish structured articles with rich formatting and media, so customers find answers on their own and your agents answer each question once.
What is knowledge base?
A customer support knowledge base is a searchable library of help articles that customers and agents use to find answers without raising a ticket. Nexus Service Desk includes a built-in knowledge base with a rich text editor, organized chapters, images, videos and presentations, article reactions and comments, and version history.
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The same question should not become fifty tickets
Many support requests ask for something already known to your team. Without a place to publish that knowledge, agents repeat the same answers and customers wait for replies they could have found in seconds.
A knowledge base built into your service desk keeps answers next to the tickets that need them, and gives customers a searchable place to help themselves.
What you get
Knowledge Base capabilities
Rich text editor
Write articles with full formatting and inline media.
Organized chapters
Structure long content into chapters, so readers can navigate step by step.
Multimedia support
Include images, videos and presentations to explain things more clearly than text alone.
Reactions and comments
Let readers react to and comment on articles, so you know what helps and what needs work.
Version history
Track changes to articles over time, so edits are visible and nothing is lost.
Searchable and self-service
Give customers a searchable knowledge base to find answers before they raise a ticket.
How it works
From setup to results in a few steps
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Write the article
Use the rich text editor to add formatting, images and video.
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Organize it
Group content into chapters and keep it easy to browse.
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Improve with feedback
Use reactions and comments to find gaps, and update articles with version history kept.
Who it's for
Built for teams like yours
Customer self-service
Reduce repeat tickets by publishing answers to common questions.
Agent reference
Give agents one consistent source for how to resolve known issues.
Product guides and tutorials
Publish getting-started guides and video walkthroughs for new users.
FAQ
Knowledge Base: common questions
What is a knowledge base in a service desk?
It is a collection of help articles that customers and agents can search. Publishing answers once reduces repeat tickets and speeds up resolution.
Can I add videos and images to articles?
Yes. The editor supports images, videos and presentations alongside formatted text.
Can I see how readers respond to articles?
Yes. Articles support reactions and comments, and version history tracks how they change over time.
Is the knowledge base part of the same platform as tickets?
Yes. It is part of Nexus Service Desk, so knowledge, tickets and reports live in one place.