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Using playbooks
Playbooks are step-by-step work instructions — resolution procedures and how-tos your team follows. They're a distinct content type from knowledge-base articles, focused on doing a task. Playbooks are an optional module; enable it under Settings → Modules.
The playbooks page
Select Playbooks in the sidebar. Each playbook shows its title, an optional summary, its status (Draft, Published, or Archived), its category, and tags. Search by title, summary, body, or tag, and filter by status and category.
Creating a playbook
- Select New playbook.
- Enter a Title and optional Summary.
- Choose a Category (categories can nest up to three levels) and Status (Draft by default).
- Add Tags.
- Write the Body in Markdown — numbered steps, headings, code, and lists. A playbook is typically an ordered list of steps to work through.
- Select Create.
Open a playbook to read it, Edit it, or move it between statuses with Publish and Archive.
How playbooks are used
Beyond being a reference your team can browse, playbooks surface where they're needed:
- When the optional AI module is enabled, the AI Assist on a helpdesk ticket suggests relevant playbooks for the issue at hand — so the right procedure is one click away while an agent works a ticket.
Notes & tips
- Keep playbooks action-oriented — numbered steps someone can follow under pressure — and leave background explanation to the Knowledge Base.
- Publish a playbook once it's proven, so it's the trusted version your team (and AI Assist) reach for.