The right knowledge. At the right moment.
Build and maintain a knowledge base that deflects tickets, accelerates resolutions, and continuously improves through feedback.
Core capabilities
Everything you need, fully integrated.
Searchable knowledge base
Full-text search with relevance ranking across articles, how-to guides, and FAQs.
Article types
Internal agent-only articles and public-facing articles for the self-service portal.
AI knowledge suggestions
Articles recommended in real-time as users describe their issue — before they submit a ticket.
Article feedback
Users rate articles as helpful or not helpful, with optional comments to guide improvement.
Related articles
Automatic linking of related articles helps users explore further.
Knowledge from incidents
Convert resolved incidents directly into knowledge articles in one step.
Common questions
Who can create knowledge articles?
Article creation can be configured by role — agents, team leads, or designated knowledge managers — with approval workflows for publishing.
How does AI knowledge suggestion work?
As a user types their request in the portal, SupportEngine analyzes the text and recommends relevant articles in real time, potentially resolving the issue without creating a ticket.
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IT service experience?
Bring requests, incidents, assets, knowledge and automation together with SupportEngine. 14-day free trial. No credit card required.
Questions? Talk to our team