Titles and summaries
Write a short summary that explains the solution before the reader opens it, instead of relying on file names alone.
Content and usage details ↗Business / Articles, categories and publication status
Knowledge base: create and maintain support articles
Turn support answers into searchable articles, with titles, summaries, categories and a clear draft, published or archived status.
PRODUCT VIEW
See how it works.
If a solution exists only in the notes of the person who answered, it has to be written again for the next ticket. Hubz Knowledge Base lets you prepare an article with a title, short summary, content, category and publication status. The reading view combines written explanations with supported headings, lists and image links. An internal or public label describes how the content record is classified.
EXPLORE THE PRODUCT
Sample viewKnowledge base
Category organization
Save content under a relevant topic. Select an existing category or use appropriate category wording.
Content and usage details ↗Status-based lists
Separate draft, published and archived records, using search and filters to return to the right explanation.
Content and usage details ↗Reading and archiving
Review articles in a readable view. The current archive action keeps the record as an older solution while removing its public label.
Content and usage details ↗01Prepare the explanation
02Set the status
03Keep knowledge current
FROM NEED TO OUTCOME
Where this helps.
When draft explanations and ready-to-use solutions share the same folder, the team may not know which text to trust, and outdated advice can remain in circulation.
WHAT YOU CAN WORK TOWARDS
Separate usable solutions from drafts, find the required explanation through search and archive articles that no longer apply.
STEP BY STEP
How to use it.
- 01
Prepare the explanation
Write a descriptive title, summary and solution. Choose a suitable category so the team can find the same topic.
- 02
Set the status
Keep the content as draft, published or archived. Select the internal or public label according to its intended use.
- 03
Keep knowledge current
Find articles through search and status filters, then edit or archive them as needed. Creating an article is separate from automatically responding to customers.
INSIDE THE MODULE
What can you do?
FOCUS 01⊙
Knowledge base
Record fieldTitles and summaries
Titles and summaries
Write a short summary that explains the solution before the reader opens it, instead of relying on file names alone.
FOCUS 02▤
Knowledge base
Record / contentStatusOwner
Category organization
Save content under a relevant topic. Select an existing category or use appropriate category wording.
FOCUS 03↗
Knowledge base
✓Status-based lists✓Keep knowledge current✓See what is included
Status-based lists
Separate draft, published and archived records, using search and filters to return to the right explanation.
FOCUS 04◇
Knowledge base
Record fieldReading and archiving
Reading and archiving
Review articles in a readable view. The current archive action keeps the record as an older solution while removing its public label.
IN EVERYDAY WORK
What it looks like in practice.
Different customers repeatedly ask the same setup question.
Turn the approved solution into a shared article instead of searching for someone's personal note each time.
Scenarios are illustrative; they are not customer testimonials or measured performance claims.
KNOW WHAT IS INCLUDED
Plans, permissions and limits.
The knowledge base is included in Business. Workspace and user permissions determine content access.
- A public label does not automatically create a standalone public help website or publish the article to search engines.
- The knowledge base is not an automatic AI chatbot or a service that replies to customers on its own.
YOUR QUESTIONS
About this feature.
01Can I separate drafts from published articles?+
Yes. Article status and list filters distinguish draft, published and archived content.
02Can articles contain images?+
The existing content view supports eligible image links and text formatting. Image accessibility and usage rights must be provided separately.
RELATED WORKFLOW GUIDES
You may also need these features.
Support ticketsTrack support requests by status, priority, latest customer reply and resolution date.↗Support satisfactionSee which surveys are unanswered, which received low ratings and which customers still need help.↗Customer rewards and creditsOrganize discount, credit, gift or upgrade decisions with the relevant customer, status and expiry date.↗
MODULES THAT WORK TOGETHER
Explore related modules.
01↗02↗03↗
Customer support
Manage support as a continuation of the customer relationship, adding knowledge-base, satisfaction and reward records with Business.
Data management
Identify gaps in CRM records and manage migration and data organization around the workspace’s actual needs.
Security and team access
Arrange team access through workspace membership, existing roles, enabled modules and connection permissions.