Written once
Articles get written for launch and never touched again.
Desk · Knowledge Base
Knowledge base software for customer self-service.
The Flaxxa Desk knowledge base is where you publish help articles for customers, organised in categories, with a "was this helpful?" vote on each. The same articles, plus your SOPs and uploaded documents, give the AI Copilot the context it drafts replies from.
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desk.flaxxa.com / knowledge-base
S SOP · Refund Policy v3
How refunds are processed end-to-end
Updated 3d ago · Published
1. Customer requests refund via WhatsApp, email, or portal.
2. Eligibility checked against order date + product type.
3. Refunds ≤ ₹5,000 auto-process; larger ones escalate to billing.
4. Customer notified on the original channel.
Used in drafts
412
last 7d
Helpful
94%
last 30d
Suggested replies
298
tickets / 7d
- To organise articles
- Categories
- On every article
- Helpful votes
- Indexed for the Copilot
- AI context
- Knowledge source uploads
- PDF · Word
01 / 04
Why do knowledge bases go out of date?
No signal
Without feedback, nobody knows which articles help and which confuse.
No second use
If only customers read it, the team has little reason to keep it current.
02 / 04
How does the Flaxxa Desk knowledge base work?
Organise in categories
Create categories with an icon and an order, then add articles to them.
Write and publish
Each article has a title, excerpt and body, and goes live when you publish it.
Customers read and vote
Published articles appear beside the customer portal; readers can say whether each one helped.
The Copilot uses it too
Articles are indexed so AI drafts can use them, alongside SOPs and uploaded knowledge sources.
03 / 04
What does the knowledge base include?
One library, two jobs.
Categories
Ordered categories with icons and descriptions.
Articles
Title, excerpt and body, saved as draft or published.
Helpful votes
"Was this helpful?" on every published article.
Portal placement
The public knowledge base sits beside your customer portal.
SOP library
Internal procedures with trigger keywords for the AI Copilot.
Knowledge sources
Upload PDF, Word, Markdown or text files for the Copilot to draw on.
Import
Bring articles and categories over from Zendesk or Freshdesk.
API
Create and update categories and articles over the REST API.
04 / 04
What changes when the knowledge base does two jobs?
Every article earns its keep.
Answers before tickets
Customers who find the article don't need to write in.
Better AI drafts
A clear article improves every draft that draws on it.
Know what to fix
Helpful votes show which articles need a rewrite.
Keep exploring
More Desk capabilities
AI Copilot
An AI copilot for support agents: reply drafts from your SOPs and knowledge base, in your tone, and thread summaries. An agent checks and sends each reply.
Customer Portal
A support portal with magic-link sign-in: customers open, follow and reply to tickets and read your knowledge base, in your colours, on your own domain.
Canned Responses + Macros
Save replies to common questions as canned responses, personal or shared, and run scenarios: one-click macros that set status, priority, assignee and tags.
FAQ
Knowledge Base: common questions
A library of help articles customers can read to solve problems themselves, such as setup steps, policies and troubleshooting, usually organised in categories on a help centre.
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Spin up a workspace and put Knowledge Base through its paces.
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