Searching the help knowledge base

For everyone

The /help knowledge base

The portal’s help section is a searchable library of guides written for everyday staff — how to raise different kinds of ticket, how to acknowledge a policy, what to do when your laptop is slow. It’s at /help from the portal home.

Browsing

The landing page lists categories, then folders within each category. Click a folder to see the articles inside. Each article shows a one-line excerpt and a hit count (how many times other readers have opened it).

A high hit count is a good signal — that article is solving a common problem.

Searching

The search box at the top of /help queries article titles, excerpts, and full body text. Type a few words from the question you’re trying to answer — “reset password”, “book a room”, “raise printer fault”. Results appear in order of relevance.

If the search has no results, try fewer or simpler words. The index doesn’t understand exact phrases or quotes — it splits your query into terms and looks for any of them.

What you see vs what agents see

The portal only shows articles tagged Requester or All audiences. The same article library has agent and admin-only entries (e.g. “How to triage a phishing report”) that you won’t see here — they’re filtered out automatically.

If you’re an agent reading this article from the agent shell, the same article appears in both your view and a requester’s view.

Voting

At the bottom of each article there’s a thumbs-up / thumbs-down. Use it. The team reviews articles with a high thumbs-down rate and rewrites them.

Gotchas

Articles are versioned by the trust’s KB authors, not by Keystone. If something here is wrong, file a ticket — don’t assume the missing detail is in another article.
The search index updates within a minute of an article being published, but if you’ve just been pointed at a new article and it isn’t showing yet, give it a moment and refresh.

Raising a ticket