Wiki, tickets and Ollie

Mention tickets and contacts in wiki pages, list a view's tickets in a page, see the pages that mention a ticket, publish a page to the help center, and write with Ollie.

The wiki sits next to your help desk. A runbook can name the tickets it was written for, an incident review can list the open tickets of a view, and a ticket shows the pages that mention it. A page that answers customers’ questions well can become a help article. Ollie, the assistant, writes with you in a page and answers questions from the wiki.

Whatever a page mentions, each reader sees only what their own access shows them: a mention never opens a ticket to someone who can’t see it.

Writing pages is covered in the wiki guide.

Mention tickets and contacts

A ticket: type # and its number (#1042), or # and words from its subject (#refund), and pick it. Mention a ticket in the / menu does the same. @ followed by two letters or more also finds tickets.
A contact: type @ and two letters or more of their name or email, and pick them under Contacts.

A mentioned ticket shows live: its status, number and subject as they are now. Rest the pointer on it for a card with its status, assignee and last update; click it to open the ticket. Someone who can’t see the ticket, such as a member outside a private team, reads A ticket you can’t see, without its subject. A contact shows with their initial and name, and opens the contact.

List a view’s tickets

Add a ticket list
Type / and pick Ticket list, under Help desk.
Choose a view
Pick one of your saved views. Its open tickets show in the page, as compact rows: number, subject, status, assignee and last update. With no views yet, save one from the inbox first.
Set how many
List options shows 5, 10 or 25 tickets. Open view and See every ticket in this view open the whole view in the inbox.

The list stays current as tickets change, like the inbox. Each reader sees the tickets of that view they may see. If the view is deleted, the block asks for another one.

A ticket’s wiki pages

A ticket’s details show a Wiki section with the pages that mention it, last edited first. Click one to open it. Nothing shows until a page mentions the ticket, and you see only the pages you can see: not someone else’s private pages, nor a private team’s pages you are not on.

In a page, the Links tab of the page panel lists its Tickets mentioned. See Links, tags and the graph.

Publish a page to the help center

A page your team wrote for itself can be the start of a help article.

Open the page's menu
In the page’s More actions menu, choose Publish to help center. It is there on pages, not on templates, daily notes, the journal or databases.
Pick where it goes
Check the Article title, pick a Collection (or No collection) and, with several brands, a Brand. An article in a collection of one brand belongs to that brand.
Create the draft
Click Create draft. The article is a draft in the knowledge base; click Open to go to it, check it and publish it from there.

The article is a copy. Later edits of the page never change it, and editing the article never changes the page.

Headings, lists, quotes, code, links and images from the web come across. Callouts become quotes, toggles a bold line and their text, tables lines of text, and equations code.
Mentions of teammates, tickets and contacts, and links to other wiki pages, keep only their text.
Files and images uploaded to the wiki, databases and subpages stay in the wiki. The message after publishing counts them, such as “2 files or databases stayed in the wiki”.

Agents, admins and owners publish pages. Nothing is shown to customers until someone publishes the article itself. See Knowledge base and help center.

Write with Ollie

With AI on in the workspace, Ollie writes with agents, admins and owners in any page they can edit.

Edit selected text

Select text and click Ask Ollie in the toolbar, or press mod j. Under Edit or review, pick one:

Option	What Ollie does
Improve writing	Makes it clearer and smoother, keeping what it says
Fix spelling and grammar	Corrects mistakes only
Make shorter, Make longer	Tightens it, or adds detail
Simplify	Plainer words and shorter sentences
Make more formal, Make friendlier	Changes the tone
Summarize	A short summary of it
Find action items	The things to do in it, as a to-do list
Explain	What it means, in plain words

Or type what you want in Tell Ollie what to do with it, such as “turn this into a numbered list”, and press enter.

Write at the cursor

On an empty line, press space, or pick Ask Ollie to write in the / menu. Under Write from this page:

Continue writing: picks up from what comes before the cursor.
Summarize this page: a summary of the whole page.

Or type in Ask Ollie to write something, such as “a checklist for refunds over 100 euros”, and press enter. Ollie reads the page around the cursor to fit in.

Keep or drop it

Ollie writes into a preview under the text, and Stop halts it. Nothing changes in the page until you choose:

Replace the selected text with it, or Insert below it. At the cursor, Insert.
Try again for another version.
Discard to drop it.

Ask Ollie about the wiki

Ollie, the assistant, reads the wiki as you: the workspace’s pages, your teams’ pages and your own private pages, never anyone else’s.

Ask “What’s our escalation process?” or “How do we refund a duplicate charge?” Ollie searches the wiki, reads the pages it needs and links the ones its answer comes from.
On a wiki page, ask it to “Summarize this page”, one of its quick asks there.
Ask it to write or change a page, and it prepares the change for your approval, like any other change.

Ollie never uses the wiki to answer customers: the AI agent in the chat widget and email, suggested replies and anything else customers see leave it out.

Wiki pages in agent procedures

An admin writing a procedure for the AI agent can copy a page’s steps into it with Copy from a wiki page. The text is copied once: later edits of the page never reach the agent.

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