Editor your team will use, search your customers will trust, version history you can audit.
HelpWise ships with a built-in knowledge base — articles, categories, full-text search, public help centre and a private agent-only library. Every article is one click away inside the ticket reply pane, so agents reuse instead of rewriting.
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What you get
The cheapest ticket is the one that never gets created. A working knowledge base typically deflects 30–40% of inbound questions on day one and climbs from there as agents add articles based on the questions that keep coming in. HelpWise makes that loop frictionless — when an agent answers a question that does not have an article yet, "Save reply as KB article" is one click away.
Customers find articles through three paths: the public help centre at help.yourdomain.com, the search bar inside the customer portal, and the inline suggestions on the contact form. All three use the same full-text index, so the same article ranks consistently no matter where the customer started.
On Enterprise plans, the knowledge base supports per-company visibility. Useful when you are an MSP supporting multiple end-clients and want the "VPN setup" article to look different for each — or when an enterprise has region-specific procedures that should only be visible to their own staff. Articles can be public, private (agents only), or scoped to one or more companies.
Versioning is a first-class concept. Every save creates a revision; you can compare any two revisions side-by-side, revert to a historical version with one click, or schedule a draft to publish on a specific date. The audit log records who changed what and when, which keeps compliance happy and makes "who changed the password reset wording last quarter?" a five-second question.
Frequently asked questions
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