Public Knowledge Base
The public knowledge base is the web version of your Ticket Tool articles. Use this guide to turn the portal on, configure it, publish articles, and maintain the visitor-facing experience.
Requirements
- Plan: Community or Pro, or a server in an organization. Custom domains, custom CSS and branding removal need Pro, which organization servers get.
- Dashboard role: Admin or Manager, or the KB Editor add-on role. See Knowledgebase permissions.
- Articles: at least one published article whose visibility is not Internal Only.
Without a custom domain, the portal lives at:
https://kb.ticket-tool.app/kb/{serverId}
Enable the portal
Open the server dashboard
Choose the Discord server whose articles you want to publish.
Open the knowledgebase settings
Open Knowledgebase, then the Settings tab.
Turn on Public Knowledge Base
Enable the Public Knowledge Base toggle. The settings cards appear and the page shows the portal URL with copy and open actions.
If the server's plan does not include the public knowledge base, the toggle is locked and the page shows an upgrade notice above a preview of the settings.
Configure the portal
Work through the settings cards before sharing the link.
| Card | Set this |
|---|---|
| Branding | Site name, primary and accent color, logo, favicon and meta description, with a light and dark preview. |
| Features | Search, feedback, last updated date and view counts. Remove Branding is here too, on Pro. |
| Links & Support | Discord invite URL, support URL and footer text, so visitors can find their way back to you. |
| Advanced Settings | Custom CSS (Pro) and the Open Graph image used in link previews. A 1200×630 image works best. |
Logo, favicon and Open Graph image values must be public URLs.
Test custom CSS
Custom CSS applies to the live portal. Open the portal in another tab after saving so you can catch broken layout rules before sharing the link widely.
Publish articles
Turning on the portal does not publish articles by itself. Each article needs the right article settings.
Open the article
In Knowledgebase, create or edit the article you want on the portal.
Set visibility
In the Public Knowledge Base block, choose Public (Anyone), Members Only (Discord Server) or Role Restricted. Members Only and Role Restricted readers sign in with Discord first. Visibility explains each option.
Set the portal fields
Choose a category if needed, set or generate the URL slug, and add restricted roles if the article is role-restricted.
Publish and save
Turn on Published, make sure every page has content, then save.
A published article appears at /kb/{serverId}/{slug}.
A few slugs are reserved
The portal's own pages own their URLs, so an article cannot be slugged
articles, category, search, api, robots.txt, sitemap.xml,
favicon.ico or _next. Saving one is rejected with a suggested alternative.
Category slugs are unaffected, since they sit under /category/.
Categories have their own public toggle
If an article has a category but that category is not public, the article can still be reachable by URL, but the category itself will not show as a public portal category.
Manage categories
Categories are the groups visitors browse on the portal. Create them on the KB Categories page at /dashboard/{serverId}/knowledgebase/public-categories. Each one has a name, an optional emoji and description, and a Visible on Public KB switch. The category's URL slug is generated from its name.
Add a custom domain
Custom domains are a Pro feature. Each server can have one custom domain, and it has to be a subdomain such as
help.example.com. A root domain like example.com cannot be used, because
reaching us requires a CNAME record and DNS does not allow one at a root domain.
Add the domain
In Knowledgebase → Settings, scroll to the Custom Domains card, select Add Domain, and enter the hostname without https:// or a trailing slash.
Create the TXT record
Add the verification TXT record exactly as the manager shows it. For help.example.com the host is _tickettool.help, not _tickettool, because the record has to sit under the subdomain you are setting up. Most DNS providers add the rest of your domain for you.
Create the CNAME record
Point the custom host at saas.ticket-tool.app. For help.example.com the host is help.
Verify
Select Verify once DNS resolves. We then request a certificate for your domain automatically, which usually takes a few minutes. The manager shows the progress and tells you when the domain is live.
Cloudflare users: leave the records DNS only
If your DNS is on Cloudflare, set both records to DNS only (gray cloud)
and leave them that way. Proxying the CNAME stops your certificate from
being issued, so the domain will not load.
Publish the portal too
A verified domain with a valid certificate still shows nothing until the public knowledge base itself is switched on. If your domain loads a page saying the portal is not published, turn on Public Knowledge Base in Knowledgebase → Settings. Your DNS is fine.
Embed search on your site
The Embeddable Widget adds a floating help button to your website. It lets visitors search articles and open deep links to the full portal.
Copy the snippet from the Embeddable Widget card in Knowledgebase → Settings. It already includes your server ID:
<script src="https://kb.ticket-tool.app/api/public/kb/{serverId}/widget" async></script>
Use Preview Widget before adding the snippet to your live site. The widget uses your portal's primary color.
Check the live portal
After setup, review the portal like a visitor.
- Home:
/kb/{serverId}lists public categories plus featured or recent articles. - All articles:
/kb/{serverId}/articleslists every public article, sorted and paginated. - Search:
/kb/{serverId}/searchreturns article results when search is enabled. - Category:
/kb/{serverId}/category/{categorySlug}lists public articles in one category. - Article:
/kb/{serverId}/{slug}shows the article, feedback controls, and last-updated date when enabled.
Up to six featured articles appear first on the home page. The dashboard editor has no featured setting; set featuredOrder on the article through the REST API (Pro) instead.
Monitor performance
Open Knowledgebase, then the Analytics tab, to review portal usage. The dashboard reports public article count, views, unique visitors, feedback, helpful rate, top articles, and category breakdowns over selectable time windows.
Analytics reflect portal traffic and feedback, not internal /kb sends.