Limits, troubleshooting & FAQ

Limits

• The public portal is read-only: outsiders can browse and read, but cannot comment or send feedback.
• There is no branded public Help Center site yet.
• Reports on searches with no results are not available yet, because search logs are not stored.

Troubleshooting

An article is published but customers cannot see it. It must be published, marked Public, and sit in a public category, and the toggle knowledge.public_access_allowed must be on. Uncategorized articles are never shown.

I cannot publish a draft directly. Your company requires approval before publishing; send it for review and have a reviewer approve it.

New content does not appear in search. Ask an administrator to reindex from /knowledge/settings/search.

Staff cannot ask the AI. Employee AI ask is off by default (knowledge.employee_ai_ask_enabled); editors can always ask.

FAQ

Do customers need an account to read the Help Center? No, for articles exposed in the public portal. Authoring and reports need staff permissions.

How is the Help Center different from the Knowledge app? The Help Center is external (customers); the Knowledge app is an internal team wiki. Both are managed from /knowledge.

Can the AI write articles for me? It drafts outlines and improvement suggestions, but a person always publishes.

Can I reuse a Word or PDF file? Yes, import it from the Documents app as a draft article.