Build a Knowledge Base for Your Support Team
Give agents one searchable source of truth for macros and fixes, with internal-only and public articles. Built on Kleap. Free to start.
16,170+ sites created with Kleap in the last 30 days
A working app, not a template
What it is
A support-team knowledge base is a central library of troubleshooting articles, canned responses, and escalation steps that agents use to answer tickets consistently and resolve issues faster.
What your support teams knowledge base tracks
Every field below is one you can add, rename, or remove by chatting with Kleap — a starting point tuned for support teams.
Article title
Framed as the customer symptom ('payment declined at checkout') so agents find the fix mid-ticket in seconds.
Issue category
Buckets articles by problem type so a new agent can browse to the right area without knowing exact wording.
Canned response / macro text
Ready-to-paste reply wording keeps tone and accuracy consistent across the whole support team.
Severity / priority
Signals which issues need immediate escalation versus a standard reply, protecting SLA on urgent tickets.
Resolution steps
The exact ordered fix an agent walks through so outcomes don't depend on who picks up the ticket.
Escalation path / owner
Names who to hand a ticket to when the article doesn't resolve it, preventing dead-end conversations.
Status (draft / reviewed / published)
Ensures agents only rely on answers a lead has verified, not half-written notes.
Last-reviewed date
A support answer that's six months stale can send a customer a wrong step, so freshness is auditable.
Tags (symptoms, error codes)
Lets agents search by the literal error code a customer pastes in, not just the topic.
What good looks like for support teams
One app, a view for everyone
Support agent
Grabbing the right macro and resolution steps without leaving the ticket
Support / QA lead
Article accuracy, review freshness, and consistent wording across agents
Team manager
Coverage of top ticket drivers and clear escalation paths
Buy a tool, or own one built for you
Off-the-shelf software makes you fit its mold. With Kleap you describe the knowledge base you actually want and own it outright.
A typical knowledge base
- Monthly per-seat fees that grow with your team
- Your data lives on their servers, in their format
- Fixed features — you adapt to the tool, not the reverse
- Generic, not shaped around support teams
Built with Kleap
- Free to start — no per-seat pricing
- You own the app and its database, data stays yours
- Change anything by chatting — fields, views, workflow
- Shaped around how support teams actually works
Build it in 3 steps
Describe it
Tell Kleap what your support teams needs, in plain words.
AI builds it
Get a real working app with records, forms, and a dashboard.
Publish
Refine it in chat, then publish. It is a live app you own.
Frequently asked questions
Does it plug into our helpdesk (Zendesk, Freshdesk) so articles show up inside the ticket?+
No. Kleap builds a separate web knowledge base, not an in-ticket sidebar or app for your helpdesk. Agents open it in a browser tab alongside the helpdesk and copy the macro or steps they need. It's the source of truth for answers, but it doesn't inject content into another tool's UI.
Can we keep the whole knowledge base internal so only agents see it?+
Yes. You can put the entire library behind a login with roles so only your support team accesses it. You can also run a mix: an internal agent playbook that's private plus a public FAQ that customers can read.
Is there a mobile app so agents can use it on the go?+
No native mobile app. Kleap builds a responsive website that works in a phone browser, but there's nothing to install from the App Store or Google Play. Agents just open the URL on any device.
Can it auto-track which articles agents use most?+
Not automatically from your helpdesk. Kleap won't ingest ticket data to report usage, since it isn't connected to your helpdesk. You can structure and organize articles and use on-page helpfulness voting, but macro-usage analytics live in your ticketing tool, not here.
More Knowledge Base use cases
Ready to build it?
Describe your support teams knowledge base and watch it come to life. Free to start, no code.