Overdesk Docs

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Browsing the knowledge base ​

The Knowledge base page shows everything Overdesk has stored, exactly as it is stored. Use it to check that a source synced, or to read the exact text a draft works from.

At the top of the page ​

Four counts sit at the top: Conversations, Docs, Forum threads and Saved replies. Docs covers everything stored as an article, which means documentation sites, help center articles, Notion pages and Google Docs, plus the issues and releases from GitHub, Linear and Jira. Under Conversations and Docs you also see how many are indexed, meaning ready for search.

Below the counts, a progress bar for each source shows how much of it is indexed and when it last synced. Admins also see Sync conversations, Sync docs and Sync forums there. Once Help Scout, Zendesk or Intercom is connected, a Help desk docs card reports on your help center articles, with its own Sync now for admins.

Search the knowledge base finds documents by meaning, not only by exact words. Type a question the way a customer would put it and select Search. Each result shows how closely it matches, what type it is and its tags. Select one to open the stored copy.

Browse documents ​

Browse documents lists every stored document, newest first. You can narrow it three ways:

  • By type, with All, Conversations, Docs, Saved replies and Forum threads.
  • By source, with the source picker, which appears once you have more than one source and starts at All sources.
  • By title, with the search box on the right.

The table shows each document's title, its type, a reference (for a conversation, its ticket number), when it was last updated and whether it is indexed. A long article is stored in parts, so one page can appear as several rows, and the total under the table counts stored rows.

Open a stored copy ​

Select any title to see the exact copy Overdesk stored. For articles, conversations and saved replies, that is the text a draft reads. Contact details replaced before storage show as highlighted [[…]] chips, so you can see what was taken out. Names written inside the text are not replaced. The page also shows the document's type and reference, a ticket's status and when it was opened and closed, when the document last synced and whether it is indexed, with a link to the original where there is one. Back to knowledge base returns you to the list.

From an integration's page ​

Each knowledge integration's page under Integrations has an In your knowledge base card listing what that connection contributed. View opens the list above, filtered to that source.

Who can see it ​

Everyone on your team can browse and search the knowledge base. Starting a sync takes an admin. See Roles and permissions.