Support agents waste time hunting for answers
"Every ticket feels like a scavenger hunt. I'm checking the wiki, searching Slack, looking at old tickets, reading release notes... by the time I find the answer, my response time is shot. New agents are even worse off."
One source of truth for product knowledge
Product Knowledge Base unifies all your product documentation—help articles, release notes, internal wikis, and resolved tickets—into a single, searchable assistant. Agents ask questions in natural language and get instant, cited answers.
New agents ramp faster. Senior agents stay current on edge cases. Every answer includes the source, so agents can verify and share context with customers.
From scattered docs to instant expertise
Connect your product content
Upload help docs, internal wikis, release notes, and resolved ticket examples to JoySuite. Connect your documentation platform for automatic syncing.
Deploy to your support workflow
Embed the knowledge base in your ticketing system, Slack, or as a standalone tool. Agents access it wherever they work.
Agents ask, JoySuite answers
Agents ask: "How do I reset a customer's MFA?" or "What's the workaround for the API rate limit issue?" and get instant, cited answers.
Improve continuously
Track which questions get asked most. Identify documentation gaps. The knowledge base learns from new content automatically.
Built for support teams
📑 Cited Answers
Every response includes the exact source—agents can verify and share links with customers.
🔄 Live Sync
Connect to your docs platform and knowledge base updates flow automatically. No stale information.
🎫 Ticket Context
JoySuite understands ticket context—paste a ticket and get relevant troubleshooting steps.
📊 Gap Detection
See what questions agents ask that aren't in your docs. Fill knowledge gaps before they cost tickets.
Train on your product content
Product Knowledge Base learns from your existing documentation:
Help Center Articles
Customer-facing how-tos and guides
Troubleshooting Guides
Internal debugging procedures
Release Notes
Feature changes and known issues
Resolved Tickets
Real solutions to real problems
Adapt for your organization
New Agent Onboarding
Create a dedicated "Ask anything" experience for new hires. They learn by asking questions instead of reading endless docs.
Technical Tier
Include API docs, error codes, and engineering runbooks for escalated technical support.
Multi-Product
Support multiple products from one knowledge base. JoySuite understands context and serves the right product's docs.
Customer-Facing
Deploy as a customer self-service bot. Customers get instant answers; agents focus on complex issues.
What you'll get
Here's a real interaction with Product Knowledge Base:
Agent Question
"Customer is getting 'SSO configuration error 403' when trying to log in. Their IT says the SAML is set up correctly."
Product Knowledge Base Response
The SSO configuration error 403 typically indicates a mismatch in the assertion consumer service (ACS) URL. Here's the troubleshooting flow:
Most common cause: The ACS URL in their IdP has a trailing slash that doesn't match our configuration (or vice versa).
- Correct URL:
https://app.example.com/auth/saml/callback - Common mistake:
https://app.example.com/auth/saml/callback/(trailing slash)
Other possibilities:
- Clock skew between IdP and our servers (must be within 5 minutes)
- Expired or mismatched SAML certificate
- Entity ID mismatch
Ask the customer to verify their ACS URL matches exactly. If that doesn't resolve it, request their SAML metadata file for review.
Sources: SSO Troubleshooting Guide v3.2 (p.12), Ticket #45231 (similar issue resolved), Release Notes 2024.3.1 (ACS validation update)
Who This Is For
Support Agents
Get instant answers without hunting through wikis, Slack threads, and old tickets.
New Support Hires
Ramp faster by asking questions instead of reading endless documentation.
Support Team Leads
Improve response times and reduce escalations with instant knowledge access.
Knowledge Managers
Identify documentation gaps and understand what information agents need most.
Frequently Asked Questions
How does AI help support agents find product answers?
JoySuite unifies all your product documentation into a single searchable assistant. Agents ask questions in natural language and get instant, cited answers from help docs, wikis, release notes, and resolved tickets.
Does the knowledge base show where answers come from?
Yes. Every response includes exact source citations—agents can verify the information and share documentation links directly with customers.
How does the knowledge base stay current?
Connect to your documentation platform for automatic syncing. When docs update, the knowledge base updates. No manual imports or stale information.
Can I identify gaps in our documentation?
Yes. Gap detection shows what questions agents ask that aren't covered in your docs. Fill knowledge gaps proactively before they cost tickets and customer satisfaction.
Does this work for technical support teams?
Yes. Include API docs, error codes, and engineering runbooks for escalated technical support. Agents get detailed troubleshooting steps for complex issues.