Publish your own library of FAQs, how-tos, internal SOPs and more with the knowledge base.
This document describes how to ⚙ configure the knowledge base.
For details on how to ✍️ use and edit it, please refer to the Zammad User Documentation.
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.
The knowledge base will not appear in the main menu until it has been enabled in the admin panel.
🌍 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
To enable the knowledge base, first select the languages/locales you wish to publish in:
Read on for details about each section of the knowledge base configuration.
- 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.
- Header Link Color
Defines the color of the header links to use. Make sure that this color has a proper contrast to Header Color.
- Show Feed Icon
You can enable Zammad to provide RSS feed URLs in both internal and public knowledge base. With this option being active, Zammad will provide you up to two RSS links:
a general RSS feed of the whole knowledge base (top level)
a category specific RSS feed of the category you’re in (also applies to answers you’re viewing)
This setting by default is set to
Your agents will receive special RSS feed URLs with access tokens. Agents can always renew these. Keep in mind that sharing these URLs with third parties may provide access to internal answers!
- 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:
🤦♀️ 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.
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.
This feature is only available on self-hosted instances.
By default, the knowledge base will appear
at the same domain as your Zammad instance, under
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).
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.