How the Sicket Knowledge Base works

Residents often ask the same practical questions: how to request a replacement key, where to leave bulky waste, or what to do when a shared facility is unavailable. A Knowledge Base gives the housing team one trusted answer to maintain instead of rewriting it in separate emails and tickets.

In Sicket, the Knowledge Base supports both self-service and assisted ticket intake. Residents can search the available guidance directly, while Sicket can surface relevant answers when they start creating a ticket. They can still continue with the ticket when the published answer does not solve their situation.

Trusted answers for each building

Authorized staff can create a clear question and answer, decide whether residents may see it, and keep it current. Categories and tags are assigned automatically after saving, helping residents and staff find related guidance without manually organizing every entry.

Knowledge Base entries are building-specific. That keeps local procedures, contact routes, and access instructions with the building where they apply rather than presenting one generic answer to every resident.

Typical entries include:

• what to do after losing a key;
• how waste and recycling are collected;
• how to report a repair;
• instructions for shared facilities;
• contact routes outside normal working hours.

An entry should answer a stable question. Active disruptions are better communicated through an incident or announcement, where staff can publish changing information and resident updates.

Residents can look up answers first

Residents do not need to begin a ticket to use the Knowledge Base. They can open the page for their building, search questions and answers, browse categories, and read the full published guidance.

During ticket creation, Sicket can also suggest relevant Knowledge Base entries alongside other useful building information. Suggestions support the resident; they do not block reporting. This is important when a similar question has a different cause or requires individual help.

Residents can mark an answer as helpful or not helpful. That feedback gives authorized staff a practical signal about which guidance may need clarification or review.

Staff stay in control of the content

Organization administrators can manage Knowledge Base content across their permitted organization scope. Landlords can manage entries for buildings assigned to them when the plan and their access allow it.

Staff decide what is suitable for residents and can update or archive an entry when the process changes. Entries that are not published for residents remain outside the resident view.

The Knowledge Base is not a replacement for personal tickets, incidents, or direct support. Private household details belong in a personal ticket, while time-sensitive building-wide situations should use a communication format that can show ongoing updates.

Export and import entries between buildings

Teams can export building-specific entries and review them before importing valid, non-duplicate answers into another building. This is useful when buildings share a procedure but still need their own maintained copy.

An imported copy becomes an entry for the destination building and consumes another entry from the organization’s allowance. Review names, contacts, opening hours, and local instructions before publishing the copy to residents.

How the plan allowance works

Knowledge Base access is available on Professional and Enterprise plans:

• Starter does not include the Knowledge Base.
• Professional includes up to 100 entries in total across the organization.
• Enterprise capacity is configured in the organization’s commercial terms.

The Professional allowance is pooled across all buildings in the organization. Because entries belong to buildings, copying an answer into another building uses another entry. The dashboard shows current usage so staff can review the allowance before adding or importing content.

See the exact Knowledge Base plan allowance, explore the Knowledge Base product overview, or read how reusable guidance can reduce repeated tenant questions.

A practical way to get started

1. Review recent tickets and note the stable questions that appear repeatedly.
2. Write a direct question and answer using the language residents use.
3. Check that the information is appropriate for the selected building and resident visibility.
4. Test whether the answer is easy to find on the Knowledge Base page and during ticket intake.
5. Review resident feedback and update the entry when the underlying process changes.

Start with a small set of dependable answers. A shorter Knowledge Base that stays accurate is more useful than a large library residents and staff cannot trust.