Your support is only as good as the knowledge behind it

base9 finds what your help center gets wrong or leaves out, and writes the fix.

It reads the tickets your team has already solved and checks them against your articles. Your team approves every change. Whoever answers your tickets, a person or an AI, answers from a help center that is complete and current.

Book a demo → Try it on a sample

A work email, approved by a person within a day or two. You get a made-up help center with 30 solved tickets to try, and can add your own. See how it works

base9 Knowledge

A self-improving knowledge base.

Your help center, built up and kept right from the tickets your team has already solved. Your team approves every change.

Knowledge coverage61%of your solved tickets could have been answered from your help center

Top gap:Re-linking SSO after changing identity provider14 tickets

Gaps, contradictions and stale articles, with the evidence
Fixes written ahead of time; you review for a few minutes a week
Your tickets aren't stored, only what was asked and what fixed it

Explore base9 Knowledge →

21 fixes waiting

Three kinds of fix, each read in its own way.

base9 writes the fix before you open it. You read it and approve, edit or skip.

12changes to your articlescorrections and additions · a before and afterStart →

4new articlesfor questions no article answersStart →

5things that disagreea question: which is right?Start →

Every sentence traced to your tickets, articles or documents
One answer to "which is right?" corrects every article that disagrees

See the three kinds of fix →

Works with your existing help center
Read-only access to start
Nothing to export or anonymize
Your team approves every change

Made-up examples. The numbers and articles are illustrations, not results.

One ticket, start to finish

Every ticket your team solves makes the knowledge better.

Here is what that looks like for one ticket whose answer wasn't in the help center.

1
Your team
An engineer solves something new
The fix is written in a reply on the ticket. The ticket closes, and the answer stays there.

SUP-3185 · Email · Integrations · Resolved

Dana Whitfield
Our CRM integration stopped syncing contacts yesterday. It shows Connected, and we haven't touched the field mappings.

Engineer's reply: the API token had expired after 90 days. Regenerate it under Settings → API and the sync resumes.
2
base9 reads it
It keeps what was asked and what fixed it
The ticket itself isn't stored. The summary is compared with your help center: was this answer written down anywhere?
Asked: an integration shows Connected but has stopped syncing.

What fixed it: regenerating the API token, which expires after 90 days.

Not answered by your help center
- Reconnecting an integration closest article; doesn't mention tokens
- Field mapping changes in 5.2 a different cause
3
A gap
The same question turns up in other tickets
Tickets that asked the same thing are counted together, so you see what's missing in order of how often it's asked.

Missing article: sync stops when an API token expires · asked in 6 resolved tickets.

Also solved in: SUP-2977, SUP-3041, SUP-3102 and 2 more
4
A draft
The article is written before anyone asks for it
From what your team wrote on those tickets, with the words each sentence came from. Your knowledge owner approves, edits or dismisses it.

Draft article · from 6 resolved ticketsWaiting for approval
Sync stops when an API token expires
Tokens expire after 90 days. If an integration shows Connected but has stopped syncing, regenerate the token under Settings → API…

✓ Every sentence traced to the tickets · customer details left out
5
Next time
The answer is where everyone looks
Once the article is in your help center, the next agent finds it, and so does any AI agent that answers from your help center.

SUP-3352 · Email · Integrations

Marcus Lindqvist
Our sync stopped overnight, but the integration still says Connected.

Answered by your help center

Article: Sync stops when an API token expires

Made-up example. Nothing here reaches a customer: base9 reads resolved tickets, and your team approves every change to your knowledge.

Why not the AI built into your helpdesk?

Any AI is only as good as the knowledge it reads.

The AI that comes with a helpdesk answers from your help center as it is. It doesn't tell you what's missing from it, or fix what's wrong in it.

Built into the helpdeskbase9

What it does with your help centerUses it as it is, gaps and contradictions included.Checks it for gaps, conflicts and stale articles, and writes the fix for you to approve.

When the answer isn't written downIt answers from whatever it finds, or hands the ticket over.The article is drafted from the tickets where your team already solved it.

When two articles disagreeIt picks one.It asks you which is right, once, and corrects every article that says otherwise.

How you know it's workingYou try it and trust it.Knowledge coverage: the share of your resolved tickets your help center could have answered, before and after each fix. And for each fix, the tickets that came in afterwards.

base9 works alongside your helpdesk and anything built into it. Better knowledge makes both better.

Who it's for

Support teams where a wrong answer is expensive.

Business customers, a technical product, a help center with real answers in it, and engineers as the last stop.

Hardware and devices

Many models, versions and setups.

The same question has different right answers per product and version, and one firmware or release issue can reach every customer on that version.

Technical B2B software

APIs, integrations, admins.

Engineers end up doing support, and the help center grows faster than anyone can keep it consistent.

Outsourced or offshore frontline

What your best agent knows, written down.

Fixes stop living in one person's replies, so the answer doesn't depend on who picks up the ticket.

Not a fit: thousands of simple consumer questions a day (a customer-facing chatbot is the better tool), or no help center yet.

What it's built on

Your tickets. Your sources. Your approval.

The same product for every team, connected to the tools you already have.

A source for every sentence

Drafts use only your own tickets, articles and documents. Quotes are checked word for word, and anything unsupported is left out or highlighted.

Your team approves

Nothing in your knowledge changes without your knowledge owner. Every change can be edited or dismissed.

Tickets aren't stored

base9 keeps a short summary of what was asked and what fixed it. Names, emails and phone numbers are taken out of it.

Measured on your tickets

Knowledge coverage is counted on your own resolved tickets, before and after, so you can see what each fix did. And base9 itself is scored against results your team confirmed.

Inside your tools

Read-only to start. Jira Service Management and Zendesk today; tell us which one you use.

Your data stays yours

Kept in your own workspace, separate from every other customer's. Security & privacy

How we start

Try it yourself, or start with a demo.

Either way it is read-only and yours to stop, and it ends with numbers you can decide on.

Try it yourself

The app, on a sample

Request access with a work email; a person approves it
A made-up help center and 30 solved tickets, already checked
Then add your own help center and tickets. No call needed

Request access →

With us

A demo, then your own tickets

A 45-minute call, on a help center like yours
We set up your free month with you: your help center and your solved tickets
We go through what it finds: your coverage, the gaps, and the fixes

Book a demo →

The first month is free. After that, a monthly price set by the tickets you solve, not per agent, from $500 a month: see pricing.

Questions

What people ask first.

Is this a chatbot?

No. A chatbot answers your customers directly. base9 works behind your team: it keeps your help center complete and current for whoever answers, a person or an AI, and your people approve every change.

We already have an AI agent. Why would we need this?

Because it answers from your help center. Where an answer is missing, out of date or contradicted by another article, the AI agent is wrong or silent in the same place. base9 finds those places from your resolved tickets and writes the fix.

Do we have to replace our helpdesk or its AI?

No. base9 sits alongside your helpdesk and reads from it. You keep your queues, your agents' workflow and anything built in. How base9 differs from built-in AI.

What is base9 Triage?

An optional addition, on request. It runs your support logic on every new ticket: your tiers, rules and guardrails decide where a ticket goes, and a reply is drafted from your knowledge for an agent to approve. It is one product, configured for each team and tested on that team's own tickets. It works best once your knowledge is in shape, so nobody has to decide on it at the start. About Triage.

What do you need from us?

Read-only access to your helpdesk and your knowledge base, about an hour with your support lead, and a few minutes a week to review. Nothing has to be exported or anonymized. If you would rather not grant access, an export of your tickets works too.

Where does our data go?

Tickets are read from your helpdesk and sent to the AI model over its API to be analyzed. Your data is kept in your own workspace in our database (US East), separate from every other customer's. Which AI provider reads it, on what terms, and how long anything is kept are agreed in writing before we start.

Next step

Book a demo. We'll show it on tickets like yours.

A work email and your website is all we need. Before we talk, we'll look at your public help center.

1
We reply within a day or twoTo find a time that works.
2
A 45-minute callHow it works on a help center like yours, and what it would find on your own tickets.
3
No commitmentIf it isn't a fit, we'll say so.

Got it, thank you. We'll be in touch within a day or two. If it's urgent, email contact@base9.io.