Knowledge Base for Businesses and Help Desk

Knowledge base for businesses, customers and employees

The knowledge base in the Codenica system gives you one place for guides, answers to common questions, procedures and information needed in everyday work. A customer or employee can look for a solution independently, while a help desk agent can use the same article when handling a ticket. Knowledge no longer has to remain in inboxes, private documents or one person's memory. Use the Codenica application as a knowledge base for your team, a self-service portal for customers or a shared place for company documentation. Cloud runs in Microsoft Azure. With On-Premise, you install the application inside your company and keep the data in your own infrastructure.

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What is a knowledge base in the Codenica system

A knowledge base is an organized place for information that employees and customers can return to when they need it. It can contain user guides, answers to common questions, internal procedures, solutions to recurring problems, service information or training materials. Knowledge base software does not replace tickets. It helps users solve simple cases without creating a ticket and gives the agent and requester a shared reference point when a problem needs individual support. In the Codenica application, you can create content for everyone or keep it available only to your internal team.

What a knowledge base changes in everyday work

A well-maintained knowledge base is not another folder full of documents that nobody opens. Its value becomes clear when a user finds the right answer quickly, an agent does not have to explain the same procedure again and the team can update information in one place. Articles, FAQs and guides help organize the knowledge needed by customer support, employee support, IT and other departments.

A knowledge base available when people need it

Not every question appears during the support team's working hours. A user may need a guide in the evening, at the weekend or while working from another location. If the Codenica application is available to that person, they can open knowledge base articles without waiting for an agent's reply. With Cloud, access depends on the connection to the service. With On-Premise, users can work through the company's local address, including in an environment without internet access.

Improve the knowledge base using article ratings

An article can look polished and still fail to answer the user's question. The Codenica knowledge base therefore collects simple feedback directly next to the content. A user can indicate whether an article was helpful, and the team can see which guides need attention. This is a practical way to improve the knowledge base using everyday work rather than relying only on the author's assumptions.

Knowledge base articles in the Client Portal

The Client Portal is part of the Codenica system for employees and customers who are being supported. With the knowledge base connected to it, a user can search for a guide or answer first and create a ticket only when individual help is still needed. The agent receives a case where it is easier to distinguish a problem that needs support from a question answered by existing information.

A knowledge base for help desk agents and support teams

A knowledge base is useful not only to the person looking for an answer. An agent can open an article while working on a ticket, follow the documented procedure and give the requester information that has already been checked. The team does not have to rely only on one person's experience. A shared collection of articles helps onboard new employees, hand cases over and maintain a similar standard of support across teams, locations and departments.

Create and organize knowledge base articles

A list of documents alone does not make a useful knowledge base. An article must be readable, searchable and shared with the right person. Codenica software lets you build content with text, images, screenshots, diagrams and links, then organize it according to the way your team works. You can separate materials for customers and employees from internal team procedures. This keeps the knowledge base useful as a self-service portal and as a working tool for the help desk.

Articles with images and screenshots

The article editor lets you add images, screenshots, diagrams and links to a guide. In many cases, one well-explained screen is clearer than several paragraphs of description. Visual elements can point out the right field, button or order of actions, especially when the guide is used by someone who is still learning the system.

Screen showing an article with visual elements.

Categories, tags and search

Categories and tags organize articles by topic, department, product or audience. Search helps users reach the right content when they know only part of the question. This structure matters as the number of guides grows, because a good knowledge base should help people find an answer quickly instead of making them browse a long list of similar articles.

Screen showing organized articles in the knowledge base.

Local and global visibility

Local visibility keeps an article for agents and the internal team. Global visibility makes content available to employees and customers who use the Client Portal. This separation lets you describe internal procedures without exposing them to external users, while still creating self-service guides for a wider audience. The people who can see an article are determined by the system settings and user permissions.

Screen showing article visibility settings.

1. What is a knowledge base in help desk software?

A knowledge base in help desk software is an organized place for articles, FAQs, guides, procedures and documented solutions. It can serve an internal team that needs shared material for ticket handling, as well as customers and employees who want to find an answer on their own. In the Codenica system, an article can be local for agents or global for users of the Client Portal. The knowledge base does not replace the ticketing system. It helps reduce simple requests and gives the agent and requester the same organized information when a case needs individual support.

2. What is an article in a knowledge base?

An article is one piece of content about a specific question, problem, procedure or topic. It can explain how to configure a service, solve a recurring issue, use an application, follow an internal procedure or answer a common question. A well-prepared article should focus on one main topic, have a clear title and guide the reader through the necessary information without sending them to several unrelated documents.

3. How do you prepare a good knowledge base article?

Start with the question the article should answer. Give it a specific title, use plain sentences and divide the content into short sections. A guide is easiest to follow when it presents actions in order. For more difficult tasks, add a screenshot or another visual element. Link to related information, read the article from the perspective of someone who does not know the whole procedure and update it when the system changes. Helpful and Not helpful ratings can later show whether the content needs further work.

4. How many articles can the knowledge base contain and what happens when the limit is reached?

The knowledge base is available from the Starter license. Each plan has an article limit. When the limit is reached, you can extend it with Knowledge Base Pack, which adds 5,000 articles. The add-on is billed separately from the number of users and lets the company increase the available space when it actually needs a larger knowledge base. The Cloud Starter license costs USD 12 net per month when billed annually, while Knowledge Base Pack costs USD 15 net per month when billed annually. On-Premise has separate pricing.

5. Who can add articles to the knowledge base?

Articles can be added by agents who have the appropriate permissions in the Codenica system. When creating content, an agent enters the title and description, can add images, screenshots and links and sets how the article should be shared. An article intended for the internal team should use local visibility. If the content should be available to employees and customers in the Client Portal, use global visibility. The available actions depend on the permissions assigned to the user.

6. How do you share an article with customers and employees?

To share an article with employees and customers, set its visibility to global. The article can then be used in the Client Portal as part of self-service. Content containing internal procedures, team notes or agent-only information should remain local. This lets one knowledge base serve external users and the internal team without mixing their information.

7. Where are knowledge base articles and data stored?

The storage location depends on the edition you choose. Cloud stores data in Microsoft Azure infrastructure. On-Premise lets you keep the PostgreSQL database, articles, images, files, configuration and related system data inside your company, on a server you choose. With the right setup, an On-Premise installation can work inside the company network without connecting to Codenica servers or the internet. The company operating the local installation is responsible for backups, access and protection of its infrastructure.

8. Are images and attachments in articles protected?

Yes. Images, screenshots and other files connected with articles follow the same access rules as the knowledge base content. A local article and its files are intended for users with permission to view internal material. Global content can be shared with employees and customers through the Client Portal. In Cloud, files remain in the service infrastructure. With On-Premise, they can be stored in the location configured by the company. A company running a local installation also defines its backup, retention and server protection rules.