Knowledge Base & Status Page

SupportHub includes two public self-service surfaces: a searchable knowledge base backed by public FAQ entries and a status page backed by components plus public issue groups.

Knowledge Base

• /knowledge-base lists public FAQ entries.
• /knowledge-base/{slug} opens a public article.
• Only FAQ entries with a slug, active state, and public visibility are shown.
• Articles can be filtered by search text and ticket category.
• The listing shows category filters and featured entries.
• Related entries are selected from the same category when possible.

Knowledge Review and Governance

• /knowledge-review is the admin review queue for draft, reviewed, rejected, and published knowledge content.
• /knowledge-review/insights shows feedback, no-result search gaps, freshness state, stale articles, source tickets, reviewer activity, and article review signals.
• AI-generated knowledge drafts remain unpublished until a human reviewer approves them.
• Freshness fields include reviewed date, stale-after date, source ticket, reviewer, visibility, and freshness status.
• Public article feedback records helpful/not helpful votes, optional comments, source page, and requester/user identity when available.

Suggested Articles Before Submit

The requester portal can suggest approved knowledge articles before ticket submission. Search events and no-result events feed the knowledge insights dashboard so admins can identify missing documentation.

Status Components

Admins manage components at /status-page. A component can be public and can report operational, degraded performance, partial outage, major outage, or maintenance status. Components are sorted by sort order and name.

Public Incidents

Issue groups can be made public and exposed as incidents on /status. Public incident updates are pulled from issue group updates with public visibility. Incident pages are available at /status/incidents/{slug}.

Issue Group Updates

Issue group updates can move an incident to monitoring or resolved state. Closed issue groups are locked from new updates until reopened. Public status updates are also recorded in activity logs.

Recommended Practice

1. Create status components for your major services, products, or regions.
2. Use linked cases for recurring or incident-level ticket clusters.
3. Publish only customer-safe updates as public.
4. Move the issue group through active, monitoring, and resolved states as the incident progresses.