Knowledge Base¶
Publish your own library of FAQs, how-tos, internal SOPs and more with the knowledge base.
See a live demo at https://support.zammad.com/help.
Hinweis
This document describes how to ⚙ configure the knowledge base.
For details on how to ✍️ use and edit it, please refer to the Zammad Agent docs.
By default, only admin users are permitted to create, edit, and manage knowledge base articles. See Roles for details on how to grant write access to agents or other users.
Bemerkung
The knowledge base will not appear in the main menu until it has been enabled in the admin panel.
Features¶
- 🌍 Multi-language support
- 🙈 Visibility settings (draft, staff-only, or public)
- 🔍 Full text search
- 📅 Scheduled publishing
- 📎 File attachments
- 🔗 Wiki-style internal linking to both 💡 KB answers and 📋 tickets
- 🖼️ Rich text editor + embedded images
Setup¶
To enable the knowledge base, first select the languages/locales you wish to publish in:
You must choose at least one. (Don’t worry, you can always change them later!)
Read on for details about each section of the knowledge base configuration.
Theme¶
🎨 Customize the appearance of the knowledge base.
| Icon & Link Color: | |
|---|---|
Applies to all category & article entries in knowledge base menus, as well as hyperlinks in articles. |
|
| Header Color: | Applies to the area surrounding the search bar. |
| Icon Set: | Defines the selection of icons that may be used when creating/editing categories. Each category in the knowledge base must be given an icon. Icons appear prominently in the main menu, like so: 
Warnung 🤦♀️ Re-assigning icons on all of your categories is tedious work. It’s advisable to explore your options early to avoid having to change your mind down the road. |
Languages¶
🌍 Add or remove locales, or reassign the default.
The knowledge base will automatically display the language matching each visitor’s locale. Visitors may always manually switch to another language via a dropdown menu in the footer.
The default locale is displayed when the visitor’s locale is not supported.
Articles that have not yet been translated into a given language will be hidden from that locale.
Public Menu¶
🧭 Customize the nav menu that appears in the header of the knowledge base.
Hinweis
Target let’s you decide if you want the link to be opened within a new
browser tab upon click or not.
Use this section to unify the knowledge base with your own website’s main navigation. Entries added here will appear in the knowledge base like so:
Custom URL¶
Bemerkung
This feature is only available on self-hosted instances.
📍 Relocate the knowledge base to the URL of your choosing.
By default, the knowledge base will appear
at the same domain as your Zammad instance, under /help.
If you wish to customize where it can be accessed, enter your desired URL here and configure your web server as described (instructions provided for Apache and NGINX only).
Delete¶
🗑️ Permanently delete the knowledge base and all the articles within it.
Use this panel to delete the knowledge base. If you wish to unpublish it without deleting all its content, simply disable it via the toggle button at the top of the window instead.