Operational inbox
Knowledge base for support teams
A knowledge base for support teams should help the team reuse answers without separating knowledge from the work. Opkivo keeps private docs and public articles close to shared inbox support.
Problem
Where shared support work breaks down.
- Repeated answers live in memory or old email threads.
- Internal procedures are mixed with customer-facing content.
- Teams search separate tools to find the answer they already wrote.
Opkivo workflow
How the operational inbox keeps work moving.
- 01
Use private docs for team procedures and internal context.
- 02
Publish customer-facing answers when content should be public.
- 03
Search knowledge beside threads, tasks, and entities.
- 04
Turn repeated replies into reusable articles.
Example scenario
A real support thread creates real work.
A support team gets the same setup question every week. The internal procedure becomes a private doc, and the safe customer explanation becomes a public knowledge base article.
Features
Built for email-first service work.
Public knowledge base articles
Categories and tags
Search across support context
Knowledge connected to inbox work
FAQ
Questions about knowledge base for support teams
Does Opkivo include a public knowledge base?
Yes. Opkivo supports public knowledge base articles on plans with public knowledge base domains.
Can internal docs stay private?
Yes. Private docs are separate from customer-facing public answers.
Can support teams search knowledge and threads together?
Yes. Opkivo search spans threads, tasks, entities, and knowledge.
Is Opkivo only a knowledge base tool?
No. Knowledge is part of the operational inbox workflow.
Own the thread. Finish the work.
Turn repeated support answers into reusable knowledge.
Use Opkivo to keep private docs and public answers connected to customer work.