Use case · Answers for your support team
The answer your agent needs, with the page to send
Support agents spend their day searching for the article to paste. Give them a playground on an internal knowledge base — public docs plus the runbooks, escalation rules and known issues customers never see.
The problem
Tribal knowledge lives in Slack threads
The workaround for the export bug is in a thread from March. New agents ask a senior agent, who is on a call.
How PageTruth handles it
What changes
An internal knowledge base
Members-only, with your public docs plus internal runbooks and known-issue notes.
Cited, so it can be sent
Every answer links the page it came from; the agent sends the customer the public article, not a guess.
Know what is missing
Questions agents ask that nothing answers become your internal documentation backlog.
What to put in the knowledge base
- Public help center
- Internal runbooks and macros
- Known-issues and workarounds
- Escalation policy
What to watch in insights
- Agent questions
- What your team looks up most, per week.
- Internal gaps
- Questions only a senior agent could answer — write them down once.
- Feedback
- Which answers agents marked wrong, with the reason.
Other ways teams use it
- Support deflectionAnswer the repeat questions before they become tickets, and hand the rest to your team with context.
- In-app onboarding helpA side panel inside your product that explains the screen a new user is stuck on.
- Developer and API docsLet engineers ask your API reference a question and get the endpoint, the parameter and the example.
Give your customers answers, not a ticket number
Point PageTruth at your docs, publish a help center and drop the widget into your app. The free plan is enough to see it answer your own questions.