Features → Knowledge Base
Documentation that lives where the work happens
Internal staff KB, per-entity articles, and dual-surface attachments — built into OriginPSA, not bolted on. The runbook lives next to the customer; the runbook execution lives next to the ticket; every revision is audit-logged.
What you get
A real knowledge base inside your PSA. Not a wiki link sitting in a Slack channel. Not a Confluence space your team forgot exists. The KB is wired into the same data model as your tickets, customers, and vendors — so the documentation lives next to the work it documents, and the audit log captures who changed what when.
Capabilities
Internal Staff KB
Folder hierarchy with arbitrary depth. Markdown editor with live preview. Articles have title, slug, content, status (draft/published/archived), and sort order. Searchable. Linkable from anywhere — tickets, runbooks, comments — by slug.
Per-Entity Articles
Every customer, vendor, lead, prospect, and ticket can have its own Knowledge tab with articles attached to that record specifically. "How does this customer want password resets handled?" lives on the customer, not in a folder somewhere. The article shows up where you'd expect it.
Dual-Surface Attachments
Upload a file to a KB article and it also appears in the entity's Files tab under /Knowledgebase — so users browsing files find the documentation, and users reading the article find the file. One upload, two surfaces, no manual copy.
Per-Article Audit Log
Every view, edit, publish, and unpublish is logged with user + timestamp + IP. Useful for ISO/SOC engagements that require change history on procedural documentation, and for catching the "who broke this runbook last week" moment.
Product Help Articles
OriginPSA itself ships product-help articles inside the same KB system, scoped to the system tenant. Your team gets product documentation without leaving the app.
Tenant-Isolated Data
Every article and folder is scoped to a tenant_id. Cross-tenant queries are not possible by design. When a tenant is destroyed, the KB rows are cleaned up alongside the rest of their data — no orphan documents left behind.
Permission-Gated
Separate permissions for product_help (read-only by default), internal (staff KB), and entity articles (per-module read/write). Customers in the portal don't see internal KB; staff with limited roles don't see entity articles for records they can't access.
Markdown Editor with Code Blocks
Fenced code blocks with syntax highlighting, tables, task lists, links, images. The same renderer is used in tickets, comments, and worksheets — one source of truth for formatting across the platform.
Who this is for
- MSPs with tribal knowledge problems. The senior tech leaves and takes the runbook in their head. Internal KB makes that knowledge a first-class artifact — searchable, linkable from tickets, version-tracked via audit log.
- MSPs handling regulated customers. Per-entity articles attached to a customer mean compliance procedures, incident response playbooks, and customer-specific handling notes live on the customer record itself. The auditor sees one timeline per customer, not a scavenger hunt across SharePoint folders.
- MSPs replacing Confluence or SharePoint for ops docs. Confluence licenses cost real money; SharePoint is a permission maze. OriginPSA's KB ships in the platform — no per-seat add-on, no separate identity, no separate search.
- MSPs running ITIL-flavored processes. Runbooks live next to the customer and the ticket they execute against. The runbook references the KB article; the article references the runbook. Closing the loop becomes one click instead of three.
How it compares
Most PSAs treat documentation as someone else's problem — go set up Confluence, IT Glue, Hudu, or SharePoint. That works, sort of. It also means an extra license per seat, an extra identity to manage, an extra search index to maintain, and one more system that can be out of sync with your tickets.
OriginPSA puts the KB inside the platform. The article you write about a customer's firewall config is one click away from the ticket where that firewall just paged. The runbook you wrote for monthly patching is linked from the triage rule that opens the ticket. Nothing to integrate. Nothing to license separately. Nothing to forget.
What it's not
OriginPSA's KB is not a public-facing help center. It's an internal-and-customer documentation tool, scoped to your tenant and your customers. If you need a public help center for self-service support, integrate any standard tool — Zendesk Guide, Intercom Articles, Help Scout Docs — alongside OriginPSA. The two solve different problems.
Pricing & availability
The Knowledge Base is included on every plan starting at Starter ($29/user/month). Per-entity KB articles (attaching KB to customers/vendors/tickets/etc) require Professional ($49/user/month) or above. See the pricing page for the full matrix.