Empower customers and support teams with
self-service 

Desk365’s Knowledge Base makes it easy for your customers to help themselves and for your agents to share answers efficiently. Reduce ticket volume, improve response consistency, and generate new articles with the help of AI. 

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Trusted by 7,000+ businesses around the world

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Why the knowledge base matters 

Boost self-service & reduce support load 

Let users solve common issues independently, freeing up your team for more complex tasks. 

Faster onboarding and training

Centralized documentation helps new agents and customers alike get up to speed quickly.

Improve consistency and accuracy

Provide agents with a single source of truth so responses stay aligned and reliable.

Save agent time, every day

With AI-generated articles and summaries, the team spends less time typing and more time solving.

Create, Draft, Publish  

Our What-You-See-Is-What-You-Get (WYSIWYG) editor simplifies creating and sharing knowledge by allowing you to easily format text, add images, and utilize HTML or CSS for custom designs. Ideal for crafting articles, guides, how-to‘s, and more, this versatile editor also supports markdown, making it perfect for building a comprehensive knowledge hub.

Current section image

Let AI auto-create articles based on ticket conversation 

Easily convert ticket conversations into detailed, structured knowledge base articles using AI. Desk365 intelligently extracts key information from customer interactions, organizes it into a clear format, and helps expand your knowledge base. 

Craft a knowledge base that stands out

All you need to create a stunning and effective help center.

 

Satisfaction feedback

Allow visitors to rate knowledge base articles as useful or not useful. 

Drag and drop to organize

Enhanced search capabilities ensure instant answers in help centers. 

Instant search

Enhanced search capabilities ensure instant answers in help centers. 

Share Article

Visitors can share knowledge base articles on social media platforms like Facebook, Twitter, and LinkedIn. 

Image and GIF

Add an image or GIF from your computer or embed an inline image directly into your content. 

Workflow

Manage creating, drafting, publishing and sharing content systematically to ensure consistency and quality across all documents. 

Tables

Utilize the Markdown/HTML editor to construct table rows and columns in your knowledge base articles. 

White Labelling

Customize your knowledge base site with your company’s logo, color scheme, and login preferences. 

Add Category and Folders

Desk365 provides robust options for editing and deleting categories, folders, and articles within your knowledge base.

Insert KB articles within tickets

  • Insert Knowledge Base (KB) articles directly into ticket replies.
  • Save time and ensure consistency by searching and attaching the right article instead of rewriting common answers.

Ensure the right people see the right content

Control who can view specific knowledge base content with category-level access.

  • Restrict sensitive information to certain roles, teams, or companies.
  • Share the right content with the right people, such as internal policies for managers or technical docs for engineering teams.

Ensure accuracy, accountability, and peace of mind.

Control who can view specific knowledge base content with category-level access. 

  • Restrict sensitive information to certain roles, teams, or companies.
  • Share the right content with the right people, such as internal policies for managers or technical docs for engineering teams.

Control how end users access your knowledge base articles

Control how end users access your knowledge base articles through the support portal. Choose to:

  • Make articles visible to everyone.
  • Restrict access to signed-in users.
  • Limit visibility to users from specific companies.
  • Hide articles entirely when needed.

This flexibility ensures the right information is shared with the right audience.

Frequently asked questions

Yes. You can set visibility levels for each article or folder making them public, private, or restricted to internal agents. This is ideal for training content and internal documentation. 

Absolutely. Desk365 allows you to create distinct help centers with different content and branding for different customer segments or product lines.

Yes. Your public Knowledge Base is fully searchable and accessible through the support portal and web widget, encouraging users to self-serve before reaching out.

Creating and managing articles is simple with our intuitive WYSIWYG editor. You can format text, add attachments, manage versions, and preview changes before publishing.

Yes. Agents can quickly insert relevant articles into ticket replies without leaving the Desk365 interface, helping them resolve issues faster.

Yes. You can apply your company’s logo, color scheme, and custom domain to ensure the portal reflects your brand identity.

Yes, on the Plus Plan. You can auto-generate knowledge base articles from ticket threads and summarize long conversations using our built-in AI tools.

Yes. You can create Knowledge Base articles in multiple languages, ensuring global customers have access to localized support.

No. Desk365 allows unlimited Knowledge Base articles, even on the Standard plan.

Don't just take our word for it, see why our customers choose us!

Hear from real people who have experienced the difference.

"Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt."

Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt. We use them to manage support for our inhouse & partner product portfolios, custom developments and change management requests. They are constantly innovating and bringing great features at a rapid pace. Apart from the great product itself, they have a fantastic customer support team that is always there to support you and get the features that you want to be implemented in the Helpdesk .

Jugal Piplani

Technical Solutions Manager, Gapcloud

"Highly Recommend."

Desk365 has absolutely improved our ability to process internal/external requests. I needed a software solution that could be easily implemented for a reasonable price point and Desk365 delivered. I have been very impressed with the responsiveness of the Desk365 team and their assistance in configuring the software to fit our needs. Highly Recommend.

Jessica Harrison

Sr. Associate, Christopher Consultants, Ltd.

"They really make you feel they are part of your team."

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Jeroen H

Scientist Sensortechnologies

Industry

Biotechnology

"A very good system all round."

After testing many other helpdesk solutions, we have been utilizing Desk365 for 10 months and have been hugely impressed with its ease of use, speed and simplicity. Everything we need to provide excellent customer support via email (our primary support channel) is available in one place, updates on new features are regular and concise and any requests for new features are reviewed and implemented quickly. A very good system all round.

Andy Roberts

Network & Communications Support Specialist, CSG

"Truly an outstanding product with a knowledgeable, prompt and courteous staff."

We heavily utilize Teams and other Microsoft 365 products and with Desk365’s easy and tight integration with Office 365, it was a natural fit. Our adoption was seamless and we now have a much (much) higher use of the ticket system by end users—instead of the office visit ticket or phone call. With the ability for users to make a ticket in Teams, email or the portal at a click of a button—users naturally gravitate to actual ticket creation. Truly an outstanding product with a knowledgeable, prompt and courteous staff. 

Ryan Geiler

IT Director, Community Medical Center

"The Helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Industry

Oil and energy

"Desk365 has plenty of features which we love to use."

“Desk365 has plenty of features which we love to use. With other tools, we tried, there was always a learning curve. Not with Desk365, simple and fast. The email ticketing module is very intuitive to set up and use. The integration with Microsoft Teams was a big selling point to us. We can work on Tickets within MS Teams, even the customers Tenant can be integrated. Very fast way to communicate with the customers. The standard SLA and the option to set different, special SLAs to some customers make it easy to keep up with all the tickets.”

Jan Schwärzel

CTO, ComSet AG

"Teams integration is fantastic!"

Teams integration is fantastic and has improved user interaction by at least 500%. Tech team is notified in Teams when tickets come in. Users see tech questions and comments in their teams. Automation features are great. Knowledgebase is more than adequate and search functions work well.

Lonny L

IT Manager

Industry

Farming

Why choose Desk365 ?

Customers who choose Desk365 feel the difference. Built for and by customers, every feature, every detail is crafted so our users’ lives are simplified. 

Set up in minutes

Migrate, onboard, and get started with your new helpdesk almost instantly.  

Support that goes the extra mile

Have questions? Need help? Desk365 is committed to real human support and providing true resolution.

Easy to use

Intuitive software your teams can pick-up in no-time. Ensure a smooth experience for both your agents and your customers.  

Highest ROI and product value

Reduce costs and increase agent productivity from day 1 so your business sustains growth.

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No credit card required.

Security, Safety and Compliance

  • At Desk365, ensuring the security of your data is our top priority. We adhere to stringent security policies and controls that meet leading industry standards.

  • To cater to our customers, we operate data centers in both the US and EU, specifically offering EU-based centers for those in the European Union.

  • We are SOC 2 Type 2 Certified and GDPR compliant.
Desk365 - AI-powered ticketing for teams of all sizes

Choose the right helpdesk for your business

You are just one step away from unlocking exceptional customer service.

START YOUR FREE TRIAL
REQUEST DEMO
START YOUR FREE TRIAL
REQUEST DEMO