Module configuration
Knowledge base
Knowledge articles that surface automatically when tickets are created — driven by classification match, content match and group visibility.
Updated Jan 23, 2026
Configuration · Modules · 4.2
The knowledge base in Gfacility is set up so users automatically see the most relevant articles — especially while creating and handling tickets. One good article can prevent dozens of tickets. The mechanism is built on clear rules: classification, group and tags decide what appears, for whom, and in what order.
Why this matters to the business
"Same ticket again and again"
Article appears automatically when creating a ticket → self-service before the ticket exists.
"Wrong answers to the wrong people"
Group filtering → externals don't see internal procedures, and vice versa.
"International teams"
Stop words filtered in NL/EN/FR/DE/SE → matching works across language boundaries.
"Draft articles leak"
During ticket creation only approved articles appear — drafts stay hidden.
Three fields decide when an article appears
Classification
One or more classifications per article. Match against the ticket classification carries the most weight.
Group
Drives visibility. Users only see articles linked to their group(s).
Tags
Keywords used to match content against the ticket title.
How Gfacility picks an article
| Step | What happens |
|---|---|
| 1. Classification match | Compare the ticket classification with article classifications. Strongest signal — top of the list. |
| 2. Content match | Compare the ticket title against the article title, tags and classification names. More matching words = higher score. |
| 3. Ordering | Articles with a classification match come first, then content matches. Less relevant = lower. |
Common words (“the”, “and”, “of”) are ignored automatically. The long description of a ticket is not used — the focus stays on title and tags for maximum accuracy.
Two use cases
In the knowledge base
Users search manually with filters — all published articles they're allowed to see.
During ticket creation
Only articles with an approved status, visible for the group, and content-matched.
Which decisions will you make?
Which top topics first?
Start with the 10 most common tickets — that's where you get the most deflection.
Which groups see what?
External partners in separate groups → no internal procedures leak out.
One article, multiple classifications?
Yes — handy for topics that cross categories ("forgot password" touches IT and HR).
Who approves articles?
Workflow status "approved" gate — only visible during ticket creation after review.