Knowledge Base — Articles that actually deflect tickets
EmpireVault’s knowledge base is the public-facing answer to “how do I do X?” — and the source your AI help assistant reads from. Write articles once. Customers search them from a clean public portal. The AI assistant uses them to draft suggested replies on incoming tickets. Article performance feeds back into your reports so you know which articles save time and which ones need work.
How it works
1. Write articles in a real editor
Rich-text authoring with images, embedded videos, code blocks, callouts, and inline links. Articles are organized by category — categories nest, so you can have parent and child sections. Meta description and slug are editable for SEO. Drafts and published versions are separate, so you can edit without breaking what’s live.
2. Customers self-serve from a public portal
The portal lives at your KB subdomain with no login required. Customers search the full content of every article, browse by category, and mark each article helpful or not helpful. The “not helpful” feedback flows back to you with their search query, so you can fix what’s broken.
3. The AI assistant uses them too
Your support team sees suggested replies on incoming tickets — drawn from KB articles via semantic search. Click to accept, edit, or reject. The articles also ground the in-app help assistant your end-users see, so a “how do I do X?” question gets answered by your own documentation, not a generic LLM hallucination.
Authoring & management
Rich-text editor (ActionText)
Bold, italic, links, images, embedded video, ordered and unordered lists, code blocks, blockquotes, headings. Inline images upload through the same encrypted Active Storage layer as the rest of the platform. Drag-to-reorder paragraphs. Full keyboard support.
Categories & navigation
Group articles by category with parent/child nesting. Categories define the portal navigation; articles appear in their category by default and can be cross-listed if needed. Slug-based URLs are SEO-friendly.
Article performance & feedback
Every article tracks views, helpful/not-helpful votes, and the search queries that brought visitors to it. The “needs work” report surfaces articles with high not-helpful rates or high views and no resolution. Use it to prioritize what to rewrite.
Draft and publish
Articles have a draft state and a published state — you can edit the draft while the published version stays live, then publish when you’re ready. Useful when you want to update an article ahead of a release but don’t want the new content to show until launch.
The Help Assistant — AI grounded in your KB
Every EmpireVault account ships with an in-app Help Assistant — a chat widget that lets users ask questions in plain English and get answers drawn from your knowledge base. The assistant doesn’t make things up; it searches your articles, picks the most relevant passages, and answers using only what your KB actually says. If it can’t find an answer, it offers to open a ticket. Critical: this means a “how do I do X?” question gets your real documentation, not a generic LLM guess.
What makes the Knowledge Base different
The KB is the source, not a separate silo
Most stacks put their help center in a separate tool (Intercom Articles, Zendesk Guide, Notion public pages). Yours lives on the same platform as your tickets, and grounds your AI replies. One source of truth, no syncing.
Feedback that closes the loop
“Not helpful” votes don’t go into a silent feedback queue — they flow back to your support team with the original search query attached, so you can rewrite the article or write a new one. Closes the loop between customer confusion and content fix.
Public portal, branded
The public portal carries your brand colors and logo. Articles are SEO-friendly with clean slugs, meta descriptions, and structured headings. Search engines index them, so a Google search for “<your product> + how to” tends to find them.
Write your first article, deflect your first ticket.
Start a 21-day free trial. Your knowledge base is one of the first things to set up.
📖 Deep dive: read our guide to customer knowledge base software.
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