Manage your knowledge base: create, edit, and publish articles

Your knowledge base lives in the dashboard and powers three things at once: the public help center on your board, the widget's instant answers, and the AI's grounded replies. Here's how to create, update, and organize articles.

Create or edit an article

1. Open Dashboard → Knowledge.
2. Click New article, or click an existing article to edit it.
3. Write in Markdown. Headings, lists, links, code blocks, and images all work.
4. Set the status:
   • Draft: visible only to your team. Drafts never appear on your board and the AI never answers from them.
   • Published: live on your public board and available to the AI immediately.
5. Save. Changes to published articles go live right away. There's no separate deploy step.

Organize with categories

On the same Knowledge page you can create categories and assign articles to them. Categories become the sidebar navigation on your public help center, and articles inside a category get previous/next links automatically.

Why this matters for AI answers

The AI assistant only answers questions it can ground in your published articles. If the docs don't cover something, it hands off to a human instead of guessing. So every article you publish directly expands what the AI can answer instantly. Two tips:

• Write the question your customer would ask as a heading, then answer it plainly.
• When you resolve a ticket the docs didn't cover, DeskCrew drafts the missing article for you (Auto-KB). Review it under Knowledge and publish.

Other ways to update articles

• API: create and update articles programmatically with a dk_ API key scoped to kb:read + kb:write. See "Let your tools write your docs" in the developer section.
• AI agents over MCP: grant an agent the KB write tools from the dashboard and it can draft or update articles for your approval.

Every path respects the same rule: only published articles reach your customers and the AI.