> ## Documentation Index
> Fetch the complete documentation index at: https://docs.horizonmanaged.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge base

> Write, publish, and search IT articles — with AI-drafted first passes and in-ticket suggestions

The knowledge base is your team's article library — SOPs, how-to guides, and
troubleshooting steps — organized into categories, tagged, and full-text
searchable. Articles can be drafted by AI from a plain-language prompt, and
relevant ones surface automatically while you work a helpdesk ticket.

Open it at `/kb`.

## When to use it

* Document standard operating procedures, how-tos, and fixes your techs reuse.
* Publish customer-facing self-service articles (keep others internal-only).
* Surface relevant articles automatically inside a helpdesk ticket.
* Draft a first pass with AI, then edit and publish it.
* See which articles get viewed and marked helpful most.

## Writing and publishing

Each article has a **status** — Draft, Published, or Archived — and an
auto-generated slug from its title. Organize articles with:

* **Categories** — hierarchical (a category can have a parent) with per-category
  article counts.
* **Tags** — comma-separated, for cross-cutting topics.
* **Internal vs. public** — mark an article internal to keep it staff-only.

Only **Published** articles appear in search; drafts and archived articles stay
out of results.

## Search

Search from `/kb/search`. It uses PostgreSQL full-text search over the article's
indexed content and returns results **ranked by relevance** with a highlighted
snippet showing your terms in context. Multi-word queries match articles
containing *all* the words. Results are scoped to your tenant and limited to the
top matches.

## AI article generation

You can have AI draft an article from a short prompt:

<Steps>
  <Step title="Describe the article">
    Give a plain-language prompt (e.g. "How to reset a user's MFA in Entra").
  </Step>

  <Step title="AI drafts it">
    Claude writes as an MSP technical writer and returns a title, markdown
    content, and suggested tags.
  </Step>

  <Step title="Review, edit, publish">
    The draft opens in the editor — it is **not** auto-saved. Edit it, then
    publish when you're happy.
  </Step>
</Steps>

<Note>
  AI generation requires your tenant's Claude API key to be configured in
  settings. Without it, generation returns "not implemented" rather than a
  draft.
</Note>

## In-ticket suggestions

When working a helpdesk ticket, the knowledge base surfaces the most relevant
published articles so a fix is one click away.

<Note>
  These suggestions are **search-based**, not AI: they run the same full-text
  search against the ticket context and return the top matches. AI is used only
  for *drafting* articles, not for suggesting them.
</Note>

## Good to know

* No article version history or scheduled publishing yet — edits overwrite in
  place.
* View counts are best-effort (recorded in the background), so treat them as
  approximate.