Knowledge base: write it once and stop solving the same thing twice

The KairosLink knowledge base keeps your MSP documentation in one place, with full-text search, a revision history and two separate audiences: the internal articles only your technicians see, and the ones the customer reads in their portal. It is included in every plan and there is no module to switch on. Every article links to the tickets and problems it solves, and in the portal it is offered before the customer gets to open a ticket.

You do not start with an empty base: KairosLink ships 17 official articles already written, 14 for your technicians' panel and 3 for the customer portal. They are read-only, and any of them can be cloned into your own base with one click so you can adapt the wording and the criteria.

Full-text search with relevance ranking, not a LIKE on the title

Search is not a LIKE on the title. Every article keeps a PostgreSQL search vector built with the Spanish dictionary and weighted per field: the title outweighs the excerpt, and the excerpt outweighs the body. The index is GIN and results come back ordered by relevance, not by date.

There are two search modes and each does its own job. The panel search box is strict: it looks for what you typed. Automatic suggestions use a loose mode that splits the text into words of four letters or more, takes up to twelve of them and joins them with OR, so a ticket subject written any which way still finds the right article.

The article comes out of the ticket and the problem you already solved

On a resolved or closed ticket, KairosLink generates a draft article from the full conversation, internal notes included, which is where the real fix usually lives. The draft always lands as a draft with internal visibility: nothing publishes itself. It also stays linked to the ticket it came from, with the source recorded, so you can always trace where it came from.

On the ticket detail, the panel suggests relevant articles. Full-text brings up to 20 candidates, the AI re-ranks them and returns the best 5 with a minimum score of 40 out of 100, and the result is cached for 15 minutes per ticket. If the AI layer is off, fails, or there are three candidates or fewer, the suggestion still comes back in full-text order: the ticket screen does not break and no extra tokens are spent.

The technician links the article with one click, inserts it into the reply to the customer without leaving the ticket, and the link records whether it was manual, whether it came from an AI suggestion, or whether the article was generated from that same ticket. That distinction is what later feeds the report.

Deflection: the portal offers the article before the ticket

When the customer starts typing the subject in the portal, from 8 characters on the form shows them up to 4 articles. They only see published articles marked with portal visibility: never a draft, never an internal one, never one from another organization.

Each of those sessions is recorded with its outcome. If the customer opens an article and does not create the ticket, the session counts as a deflected ticket; if they create it anyway, the whole session flips to ticket created and overrides the tentative deflection. The knowledge base report shows both numbers, as totals and article by article, and exports to CSV and PDF.

The official articles update themselves

The 17 official articles KairosLink ships do not depend on someone remembering to review them: they live as versioned files and a scheduled task syncs them every day, in the early morning. If an official article changed, the next sync brings the new version in; if a new one was added, it shows up on its own.

The sync is idempotent and conservative: it creates the ones your base does not have, updates only what actually changed, and archives, never deletes, the official article that stops existing, because there may be clones of yours or tickets pointing at it. And it touches the official ones only: the articles you wrote and the clones you adapted to your own wording stay intact, even when the original changes.

Every article has an owner, an expiry date and a history

An article has three statuses (draft, published and archived) and two visibilities (internal and portal). It also carries an owner and a next review date: once that date passes, the article is flagged as outdated and the listing has a filter to show only those. Documentation that ages stops being invisible.

Every time the title or the content changes, the previous version is stored with the name of whoever edited it and the date. If a change made the article worse, the old text is still there. Saving without touching the content does not clutter the history.

Readers vote on whether the article helped, with a yes or a no and, in the panel, with a comment of up to 1000 characters. Each person votes once per article and per context, so the number cannot be inflated. The report ranks best and worst rated, which is how you quickly find what needs rewriting.

Everything comes out as a PDF with your organization's logo: a single article, or a whole category turned into a manual with a table of contents. The KairosLink name does not appear in the document, so the manual goes to the customer exactly as it downloads.

Frequently asked questions