Knowledge library and sources

Agents can find more than help articles. Your site pages, files and web pages can also be knowledge. Agents see them next to articles in the inbox. The public help center search shows only help articles.

The Knowledge list

Go to Knowledge in the app. You need Write articles. It shows help articles, site pages, files and web pages in one list, newest change first.

• Search: all words must appear. Put words in quotes to match them exactly, for example "free returns".
• Filters: Source, Who can read it, Status (including Archived, Waiting for review and No text found), author, category and Changed after.
• Save filter keeps the current search and filters under a name. Each person can keep 20 saved filters.

Internal items are hidden from people without Read internal articles.

Use pages from your site

People with Manage the help center can do this.

1. Go to Settings → Help center → Knowledge from your site.
2. Under All published items of, pick post types, for example pages, posts or a docs plugin.
3. Under Or single pages, pick single pages.
4. Choose Save site knowledge.

Published items are added right away. They are removed when unpublished or no longer picked. Password-protected content is never used.

Use web pages

1. Go to Settings → Help center → Web pages as knowledge.
2. Choose A sitemap and type the Sitemap address, or choose Web addresses and type one per line.
3. Optional: use Only addresses like and Skip addresses like, for example */docs/*.
4. Choose Add and fetch.

Cliedesk keeps the main text of each page. Private and local addresses are refused. Choose Fetch again when the pages change; only changed pages are updated, and pages no longer listed are dropped. Up to about 5,000 pages are supported. Scheduled fetching and whole-site crawling are available with Cliedesk Pro.

Files work the same way; see Help center articles.