Skip to main content

​
What is the Knowledge Base?

The Knowledge Base is a core module in SeaTicket that allows teams to create, manage, and share structured knowledge in one centralized location. Each piece of knowledge is stored as a Knowledge Record — a documented article containing a solution, guide, or FAQ entry. It helps support teams document solutions, standardize processes, and provide self-service resources for customers.

​
What You Can Use It For

  • Document resolved tickets
  • Share standard operating procedures (SOPs)
  • Maintain technical notes and upgrade guides
  • Build internal or external FAQs

​
Key Features

  • Automatic Knowledge Creation from Tickets
Convert resolved tickets into reusable knowledge records. This captures past solutions and makes them available for future cases, reducing resolution time and improving consistency.
  • AI-Powered Search and Chat
Responders​ can search knowledge records using natural language or ask questions directly. The system surfaces the most relevant answers from your existing content instantly.
  • External Portal Integration
Publish knowledge records to your external portal so customers can browse and search for answers independently, resolving common issues without contacting support. To configure Knowledge Base visibility in the portal, see Portal Access & General Settings
Image