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
| Requirement | Details |
|---|---|
| Plan | Community, Pro, or an organization plan that provides server features. |
| Permission | manageKnowledgebase on the server. |
| Content | Published articles with a non-internal visibility. |
| Default URL | https://kb.ticket-tool.app/kb/{serverId}. |
Pro, and organization plans that provide Pro server features, also unlock custom KB domains, custom CSS, and branding removal.
Enable the portal
Open the server dashboard
Choose the Discord server whose articles you want to publish.
Go to Public KB Settings
Open Knowledgebase, then Public KB Settings.
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 plan does not include the public knowledge base, this page shows an upgrade notice instead of the settings form.
Configure the portal
Work through these settings before sharing the link.
| Area | Set this | Notes |
|---|---|---|
| Branding | Site name, primary color, accent color, logo URL, favicon URL. | The preview updates in light and dark mode. |
| SEO | Meta description and Open Graph image URL. | A 1200x630 OG image works best for link previews. |
| Links & Support | Discord invite URL, support URL, footer text. | These give visitors a way back to your community or support channel. |
| Features | Search, feedback, last updated date, view counts. | Turn off anything you do not want visitors to see. |
| Pro options | Remove Branding, Custom CSS. | Available on Pro and organization-provided Pro features. |
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, or Role Restricted.
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.
| Visibility | Portal behavior |
|---|---|
| Internal Only | Does not appear on the portal. |
| Public | Anyone can read it. |
| Members Only | Visitor must sign in with Discord and belong to your server. |
| Role Restricted | Visitor must sign in and hold one of the selected roles. |
A published public 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
Use Public Categories in the Knowledgebase area to create the groups visitors browse on the portal.
For each category, set:
- Name for the visible label.
- Slug for the category URL.
- Emoji or icon for visual scanning.
- Order for sorting.
- Public to decide whether it appears on the portal.
Add a custom domain
Custom domains are a Pro feature. Without one, the portal uses kb.ticket-tool.app/kb/{serverId}.
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
Open the Custom Domains manager, 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 the settings above. 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 Public KB 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.
Featured articles appear first on the home page. Set featured order in the article editor.
Monitor performance
Open Knowledgebase, then Analytics 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.