KW Knowledge base

Knowledge Base Overview

Managing the knowledge base: categories, articles, publishing workflow, full-text search, and the public KB site.

Mitch Wigham
Updated 24 June 2026 · 6 views

What Is the Knowledge Base?

The Knowledge Base (KB) module is a documentation publishing system for both internal and external audiences. Use it to:

  • Publish help articles for customers (visible at kb.kwgroup.uk or your custom KB domain).
  • Maintain internal runbooks and SOPs for your team.
  • Store FAQ content that agents can link to in ticket replies.

Structure

Categories

Articles are organised into a category tree. Categories can be nested (parent/child) for logical grouping. The category tree is shown in the KB sidebar on the public-facing site.

Articles

Each article has:

  • Title and Body (Markdown or rich text).
  • Excerpt — a 1-2 sentence summary shown in search results.
  • Status — DRAFT (not publicly visible), PUBLISHED (visible), ARCHIVED (removed from public but retained).
  • Category — where the article lives in the tree.
  • View Count — how many times the article has been viewed.

Managing Articles

Creating an Article

  1. Go to Knowledge Base → Admin.
  2. Click + New Article.
  3. Write your content.
  4. Set the category and excerpt.
  5. Set status to DRAFT (default) or PUBLISHED.
  6. Click Save.

Publishing an Article

Change an article's status from DRAFT to PUBLISHED. The article becomes visible on the public KB immediately. The publishedAt timestamp is recorded.

Archiving an Article

Change the status to ARCHIVED to remove it from public view without deleting it. The article remains accessible to admins.

Search

The public KB includes a full-text search bar. Search uses MySQL FULLTEXT search with Boolean mode, ranking results by relevance. The admin search also shows whether a match was found in the title or body, with a body snippet centred on the matched term.

Public Knowledge Base

The public-facing KB is accessible without a login at https://kb.kwgroup.uk (or your custom domain). It shows the category tree, all PUBLISHED articles, a search bar, and most-viewed articles on the homepage.

Embedding KB Articles in Tickets

When replying to a ticket, agents can search the KB from the reply composer and insert a link to a relevant article — saving time and ensuring customers get consistent answers.

Still need help?

Log a support ticket and the team will pick it up from this page.