Knowledge base

Your team writes help articles, reviews them before they go live, and picks who reads each one: staff, all organizations or chosen organizations. Clients find published articles in a portal help center, agents see suggestions on tickets, and every workspace has its own private knowledge base.

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Write and organize articles

An article has a title, a summary, a body written in Markdown with a preview, a category and tags.

Every change is saved as a version, so you can compare versions and restore an earlier one, and a deleted article can be recovered from the trash. Search covers titles and article text, with filters for status, category, audience and tag.

Review before anything goes live

Your workspace sets the rules in Settings. You can require review, so that an article is submitted and approved before it can be published, and you can ask for a second approver after the author. You choose which roles may publish, unpublish and archive, and reviewing is a permission you can give to any custom role.

When someone edits a live article, the published version stays live while the change waits for review, and a reviewer can approve it or reject it with a reason.

The ActiveQ knowledge base settings: require review and a second approver, AI drafts that always need approval, publishing limited to chosen roles, and the roles that can review. Sample data. — Illustrative sample data. The review settings: review required, a second approver, and the roles that may publish.View full size View full size

A published ActiveQ knowledge base article with an edit waiting for review: a checklist where the editor has approved and a second approval is still needed, with buttons to approve, request changes or reject. Sample data. — Illustrative sample data. A published article with an edit waiting for a second approval. Readers still see the published version.View full size View full size

Choose who sees each article

Article audiences
Audience	Who can read it
Internal	Members of your workspace who may view internal articles.
All organizations	Signed-in users of your client portals, once the article is published.
Specific organizations	Only signed-in portal users who belong to the organizations you pick.

The ActiveQ knowledge base editor: a title, a summary and the article in Markdown with a toolbar and a Preview button, a review checklist, tags, and an audience set to two chosen organizations. Sample data. — Illustrative sample data. The article editor, where the audience is chosen: internal only, all organizations or specific organizations.View full size View full size

The ActiveQ knowledge base article list: each article with a Draft, In review or Published chip, who can read it, its category and its author, above filters for status, category, audience and tag. Sample data. — Illustrative sample data. The article list: draft, in review and published chips, and who can read each article.View full size View full size

A help center on the portal

On a client portal, signed-in users can browse articles by category, search, read them and mark them helpful or not. While they describe a new request, the form suggests articles that match what they type. A client only ever sees published articles meant for them.

The signed-in help center of a client portal: a search box with a query typed in, article topics with their counts and a list of recently updated articles. Sample data. — Illustrative sample data. The signed-in help center of a client portal, with a search typed in.View full size View full size

Help for agents on every ticket

A ticket shows published articles that match its subject, and you can insert an article into a reply or note without retyping it. You can also create an article from a ticket: write it yourself at no charge, or use AI assist to draft one for 3 credits. The draft is saved as an article for your team to edit and review. AI runs only when a staff member clicks, and the ticket text it uses is sent to our AI provider for that request.

An ActiveQ ticket with three suggested knowledge base articles beside it, and a reply that already holds text inserted from the first one. Sample data. — Illustrative sample data. A ticket with three suggested articles beside it, and a reply that holds text inserted from one.View full size View full size

See how articles are used

The Knowledge base impact report shows articles published, views by day, the most viewed articles and the helpful rate by category. It is shown to people who may view internal articles. See Reports.

API and webhooks

With an API key you can read, search, create and publish articles under the same review rules as the app. Webhooks send kb.article.published, kb.article.updated and kb.article.archived events that carry article details but not the article text, so you fetch the text through the API. See the developer page.

What it costs

Nothing extra. The knowledge base is in the one plan, which starts at $79.99 a month for 1 to 3 agents, and clients and contacts are free (see pricing). The MSP help desk page shows how teams use it with clients.

How the knowledge base works today

Articles are for signed-in people only: the help center is for signed-in portal users, and no article is shared between workspaces. Custom portal domains are not offered yet, so the help center is served from your ActiveQ address. AI helps you draft articles but doesn’t answer questions from them. The workspace data export has the current text of each article, but not its version history or edits waiting for review.

Last updated October 16, 2026