Creating KB Articles for Your Team💡

We all come across those tickets that make us go, "This should definitely go in the knowledge base..." 😅

Whether it’s a browser not launching or an obscure config bug, documenting these moments can save your team a ton of time down the road. Here’s how you can do it using Pulseway:

Let’s say a technician is resolving a ticket — for example, a browser application that suddenly stops working. During resolution, they realize the issue is unique and should be documented for future reference.

Instead of writing a separate article later, they:

1. Add their resolution note to the ticket

2. Click “Publish to Knowledge Base”

3. Select the appropriate category

4. Save the ticket

✅ The ticket is now marked complete
✅ A brand new KB article is created — complete with the final resolution
✅ It links directly back to the original ticket for full context

You can also build KBs from scratch:

Just head to Knowledge Base → New, enter your title, keywords, and details. Choose when to publish — and done.

It’s a super efficient way to turn real-world issues into lasting documentation, without doing double work. 🙌