Advice · 3 October 2026 · OOXAAX
Why a knowledge base transforms a support team
The same incidents keep coming back, answers vary from one technician to another, and know-how leaves with people: a well-maintained knowledge base solves all three problems.
In most support teams, a large share of requests are problems that have already been seen. Without a knowledge base, each technician searches for the solution again, and the quality of the answer depends on who handles the ticket.
What a knowledge base brings
- Faster resolution, from the first line of support.
- Consistent answers, whoever the technician.
- Know-how preserved through departures, leave and team changes.
- More self-sufficient users, thanks to articles written for them.
The keys to a knowledge base that is actually used
- Short, structured articles: symptom, cause, solution, verification.
- Categories that mirror those used for tickets.
- A team habit: every new incident resolved leads to an article.
- Regular reviews to remove or update outdated articles.
In GLPI, the knowledge base is built right into ticket handling. Discover our GLPI and knowledge base offer.
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