Use the Knowledge Base for procedures, troubleshooting guides, and reference material. Spaces group articles; article sharing determines which companies can read published content in the portal.

Spaces

Spaces organize your knowledge base into logical sections (e.g. "IT Policies", "Onboarding", "Network"). Any team member with the right permissions can create spaces.

Creating a space: Click New Space on the Knowledge Base page, give it a name, optional description, icon, optional tags, and visibility setting (internal or portal).
Editing a space: Open a space and click Edit Space to change its name, description, icon, tags, or visibility.
Tagging a space: Add short tags like a customer name or category (e.g. "onboarding", "policies"). Tags are optional and used to group spaces on the Knowledge Base index.
Grouping the index by tag: On the Knowledge Base page, toggle Group by tag to organize spaces into labeled sections. Untagged spaces appear under "Other". This works alongside grid or list view.
Deleting a space: The person who created a space can delete it, as can admins and above. A space can only be deleted once all articles have been removed from it.

Spaces open on Published articles by default. Choose Drafts, Archived, or All to see other articles. Technicians can archive outdated articles from the article actions menu and restore them as drafts when needed.

Viewing Images

Click an image in an article to open a fullscreen preview fitted to your window. Left-click to zoom in, right-click to zoom out, and drag to pan while zoomed in. You can also use the zoom buttons or the + and - keys. Press Escape to close the preview. Keyboard users can focus an image and press Enter or Space to open it.

Create an article

Open Knowledge Base and choose a space.
Select New Article and enter a title.
Write the instructions in the editor and add tags for related topics.
Review Sharing and the selected space.
Save a draft while preparing it, then publish when it is ready and you have publishing permission.

Rich Text Editor

The editor supports:

Formatting: Bold, italic, headings, lists
Code blocks: Syntax-highlighted code snippets
Images: Upload or embed images
Videos and other files: Drag a file into the article (or use the editor’s upload options) and it appears in the article body, including on a brand-new draft before you save for the first time
Links: Internal article links and external URLs
Tables: Structured data presentation
Attachments: Downloadable files

Importing and Pasting Documents

Bring an existing guide into an article instead of retyping it:

Import a PDF: Drag a PDF into the editor (or upload it) and choose Import into article. Steps, sub-steps, notes, links, and screenshots come in where they sit in the PDF.
Paste from Google Docs or Word: Copy the document and paste it into the editor. Screenshots are uploaded with the article and stay under the step they belong to.
Lettered and roman steps: Sub-steps keep their labels, such as a), b) or i., ii., instead of all reading 1..

Articles imported or pasted before October 6, 2026 keep their earlier formatting. Import or paste the source document again to pick up these improvements.

Attachments

Attach files to any article for readers to download — useful for templates, checklists, reference documents, or any file that complements the article content.

Open an article in edit mode
In the right sidebar, find the Attachments section
Click Upload file and select a file from your computer
The file appears in the attachments list with its name and size

Attachments are visible to anyone who can view the article, including customer portal users if the article is portal-visible. Readers can download attachments directly from the article page.

To remove an attachment, hover over it in the sidebar list and click the delete icon.

External Resource Links

Link to external resources like vendor documentation, reference tools, or related websites. Unlike inline links in your article content, external resource links appear as a dedicated section below the article — making them easy to find.

Open an article in edit mode
In the right sidebar, find the External Links section
Click Add link
Enter a title, URL, and optional description
Click Add

External links open in a new tab and are visible to portal users when the article is portal-visible.

A portal article must be published, belong to a portal-visible space, and allow the intended company in Sharing.

The article editor offers:

Internal only for staff material.
Shared with all companies in a portal space that has no single-company restriction.
Shared with selected companies to choose a limited audience.
Shared with this company when the space belongs to a specific company.

An internal space keeps its articles internal. A company-specific space restricts sharing to that company. If Core shows an audience conflict, review the space and article audience together before expecting the article to appear in the portal.

Publishing and sharing are separate choices: a published internal article remains internal. Check customer visibility with the portal view-as controls.

Search and Discovery

Full-Text Search

Use the Knowledge Base search to find published articles by title or content and spaces by name, description, or tag. Title matches appear before content matches.

While reading an article, use Search knowledge base to find another article across all spaces. Submit the search to open the Knowledge Base results. This searches the knowledge base, rather than the text of the article you are reading.

The article view suggests up to six published articles you can access. Articles with shared tags appear first, followed by articles in the same space. Each suggestion shows why it is related.

On larger screens, search and related articles appear to the left of the article. On mobile, search appears above the article and related articles appear below it.

Change history

Use the article's change-history control to review recorded edits, including when the change happened and who or what made it. History helps explain changes; keep a separate copy of a source document if you need to reuse or reimport it.

Pinning Articles for Quick Access

Pin articles you reference frequently so you can read them from anywhere in Core without navigating away from your current page.

Open an article
Click the Pin icon next to the Edit button
The article appears as a small card in the bottom-right corner of your screen

Reading pinned articles

Click a pinned article card to open a large reader panel with the full rendered article content — perfect for following a procedure while working a ticket
Double-click or Shift+click to navigate to the full article page
Click the X on a card to unpin it

You can pin both articles and tickets. Pinned items persist across page navigations and browser refreshes.

My contributions

Open My contributions from the Knowledge Base header to see your personal recorded work. Choose the last 30 days, last 90 days, or all recorded history. Recent periods are rolling 24-hour days. Displayed dates use UTC.

Created, updated, and reviewed totals count distinct articles, not saves. Title or body changes count as updates. Publishing and explicit reviews appear in the article history. Repeated saves are grouped into one article row. Categories overlap, so do not add them into a total. Draft and published work describe the article status when the action happened; each row separately shows its current status.

Published articles you contributed to counts currently published articles with any of your recorded contributions across all recorded history. View published articles opens the matching article list, independently of the recent-period filter.

Tracking starts when this feature is enabled. Earlier work is not backfilled or inferred from creator/updater fields. Counts and rows include only articles you can currently access in the current workspace. Deleted articles are removed from the history. This is a personal history, with no ranking or points.

Service writes, copied author fields, owner/tag/sharing changes, indexing, derived AI text, and unchanged content do not create contribution records. Reviews require an advancing verification timestamp attributed to you. The history survives general audit-log retention while the article exists.

Knowledge Base