Docs and knowledge
The answer already exists somewhere. Make it findable.
Hookdesk Docs is the internal knowledge base agents search from inside a ticket and insert into a reply. It is also the grounding source for AI drafts, so improving a doc improves every suggestion after it.
- Search from the ticket without losing your place in the thread
- Insert an extract into the reply with a single action
- Same content grounds the AI reply assistant
- Public help-centre articles for the client portal
Docs & knowledge search
Live in your workspace
- Written once
- Grounding for AI
- Fast retrieval
- Structured sections
- Internal vs public
Inside the workspace
What your team actually sees
Docs search opens next to the composer: read the article, copy the section that answers the question, and keep typing.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Written once
The same article serves agents, AI drafts and, when published, customers.
Grounding for AI
Drafts cite the docs they used, so agents can check before sending.
Fast retrieval
Full-text search across titles and bodies, ranked for the queue.
Structured sections
Articles are organised so extracts make sense on their own.
Internal vs public
Keep runbooks internal while publishing customer-facing guides.
Gap detection
Frequent tags with no matching doc show where to write next.
How it runs
From arrival to answer
- 1
Write
Capture the answer once, in Docs, with the wording you would send.
- 2
Search
Agents find it from the composer while answering.
- 3
Insert
The relevant section drops into the reply for editing.
- 4
Improve
Edits made in real replies get folded back into the article.
Detail
The small print that matters
Where it lives
The Docs section, and the docs search panel inside a ticket.
Visibility
Internal by default; articles can be published to the client portal help centre.
AI usage
Published and internal docs both ground drafts, with sources shown to the agent.