Knowledge Base · Authoring & Help Center

Replace scattered guides and documents with a governed library: structured articles, templates for consistency, a versioned category tree, and a help center for internal staff and a self-service portal for customers.

What’s included (Everything in Service Management Basic plus:)

Rich article editor and attachments
Form templates for consistent article fields
Category tree: sections, order, and version history
Published help desk / help center for readers (self-service)

Bundle pricing · from £40/user/mo (min 10)

Knowledge and support navigation from the dashboard hub

Visual status flow that can support article and help processes

Workflow canvas for approval and publishing style flows

How ISMSVision solves business problems

Knowledge lives in chat, PDFs, and wiki pages—until it doesn’t. ISMSVision gives you a single place to author, review, and publish answers so support teams stop retyping the same guidance and new hires get consistent onboarding. When you also use Service Management (service desk), the same workspace can offer basic incident management — including customer portal "Report incident" when you enable it — alongside the help center.

Deflect tickets without hiding

A proper help center turns repeat questions into searchable articles — reducing load on the desk while keeping customers in the loop.

Govern quality, not just files

Templates and a versioned category trees mean restructuring the help center is a simple and controlled change not a headache searching through broken links and lost files.

Pay for editors, not readers

Licenses apply to people who publish and change content — end users browsing the help center don’t consume editor seats.

Built for authors and readers

Everything teams need to capture answers once and keep them current. Add as many editors and readers as you like, editors are licensed with the Service Management Pro bundle (minimum 10 licences) and readers are included free.

✍️

Rich article authoring

Create multi-section articles with formatting, attachments, and embedded media so procedures and policies are easy to follow.

Structured layouts for long-form content
Attachments and media (coming soon)
Internal vs customer-facing visibility
Review-ready drafts and publishing workflow

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Form templates

Standardise how articles capture data—templates keep teams aligned on required fields and quality.

Reusable templates per article type
Consistent metadata across authors
Faster onboarding for new editors

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Category tree & versioning

Organise the help center in a hierarchical tree with ordering, sections, and version history so restructuring is controlled and auditable.

Sortable sections and categories
Tree versioning for change control
Clear navigation for readers

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Published help center

Give end users a browseable, searchable help experience—ideal for deflecting tickets and scaling support.

Customer-facing help desk experience
Self-service before raising requests
Works alongside Service Management when licensed together
Customer portal can surface basic incident intake when Service Management enables it

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Search & discovery

Help readers find the right article quickly with search tuned for your content.

Full-text search across published content
Filters aligned to your categories
Less repeat contact for common questions

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Access & licensing clarity

Licenses apply to users who create, edit, or publish—not to readers-only help center users. Pair with roles elsewhere in the platform.

Editor-focused licensing model
Role-aligned access to authoring tools
See bundle pricing for detail

Why teams adopt it

Ticket deflection

Published answers reduce repeat requests for the same topics.

Consistent answers

One source of truth beats scattered docs and chat threads.

Faster onboarding

New staff and customers find vetted procedures faster.

Predictable cost

Per-editor pricing — see bundle pricing.

Ready to scale self-service?

Start a trial, review bundle pricing, or talk to sales about your rollout.

View bundle pricing Start free trial

Capture answers once — publish them everywhere