Give every answer a shared source.
Write, review, and publish support articles in one place.
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Turn a recurring question into a maintained answer
- 1Write the article
Document the process in Markdown, including the detail a customer needs to follow it.
- 2Review before publishing
Keep the article in draft while checking the instructions, then publish the finished version.
- 3Keep the source current
Update the article when the process changes so AI-assisted answers have current material.
An example workflow in Protodesk
Knowledge your team and AI can use
Write an article, keep it as a draft while it is reviewed, and publish when it is ready. Use knowledge sources to support AI-assisted replies and auto-resolve. Keep the material current as your product changes; public help-center publishing is available on Business and above.
- Markdown articles with draft and publish states
- Sources for AI-assisted answers
- Public help center on Business and above
Turn a recurring question into a maintained answer
Your team repeatedly explains the same account setup process. Give the answer a shared home so people and AI can work from the same material.
- 1
Write the article
Document the process in Markdown, including the detail a customer needs to follow it.
- 2
Review before publishing
Keep the article in draft while checking the instructions, then publish the finished version.
- 3
Keep the source current
Update the article when the process changes so AI-assisted answers have current material.
Choose where knowledge is shared
Knowledge sources support AI-assisted replies and auto-resolve. A public help center is available on Business and above when you want customers to browse published help themselves.
Frequently asked questions
Try Knowledge base with your team
Start a 7-day Pro trial. Connect a channel, invite a teammate, and try it with your support workflow. No credit card required.