Internal wiki

An internal wiki is a private, searchable library where a team keeps its own knowledge, such as how to onboard a client, which steps close the month or what to say about a recurring problem. It differs from a public help centre because customers never see it. Tools such as Confluence and Guru are built around this, and Zendesk and Help Scout offer internal articles for support teams.

Knowledge that lives in one person's head or in scattered chats disappears when people leave or get busy. A wiki gives new colleagues a place to learn and gives experienced ones a place to point to. It matters as a team grows beyond a handful of people or when handovers become frequent. For a very small team, a shared folder can be enough. A wiki only works if someone keeps it current.

• Can you restrict pages to specific people or teams.
• How good is the search, and does it find content inside long pages.
• Is there a way to flag or verify out-of-date pages.
• Can support agents see wiki content while answering a ticket.