Like every Zammad feature, the Zammad Knowledge Base is designed to make handling support requests easier.
The Knowledge Base is a place for your company where you can store useful information at different access levels and perspectives and make it available to users in different “Roles.”
You can use the Zammad Knowledge Base to cover the following requirements:
- FAQ - Publish answers to frequently asked questions from your customers.
- SOP - Create categories with internal process instructions and guidelines for your agents/employees.
- GUIDES - Store problem-solving instructions for common error messages in sorted categories.
- AWP - Product-related “General maintenance and care instructions.”
- INCIDENTS - Record existing “non-short-term” restrictions for your internal systems availability or performance (tickets can be linked)
The following functionalities are available:
- Creation of categories and subcategories
- Visibility of individual answers internally (for agents or authorized roles) or publicly (for customers via an external URL)
- Time-controlled publication of responses
- Archiving older responses
- Inserting knowledge base content into tickets (a double question mark starts the KB search in ticket responses)
- Multilingual categories and responses
- Adding attachments
- Linking tickets to responses and vice versa
- Linking external websites to the public knowledge base (e.g., as a reference to the legal notice)
The Zammad knowledge base is already a mature feature that could be fundamentally revised in the future and possibly expanded with additional functions. We will continue to work on the knowledge base in the future (2026 and beyond) and already have many ideas for additional features.