Knowledge Base and AI Support
Knowledge base
Section titled “Knowledge base”The knowledge base is the organization-specific support library inside Sicket.
It is used for:
- FAQ content
- policy explanations
- maintenance guides
- tenant self-service support
- staff support assistance
Entries are organization-scoped and can optionally be limited to specific buildings.
Who manages it
Section titled “Who manages it”Organization admin
Section titled “Organization admin”Organization admins can manage knowledge-base content across the organization.
Landlord
Section titled “Landlord”Landlords can manage building-scoped entries inside their own assigned buildings where the product allows it.
Tenant
Section titled “Tenant”Tenants do not manage knowledge-base entries.
AI support behavior
Section titled “AI support behavior”Sicket’s AI support is built around trusted organization content and existing operational data.
Current supported patterns:
- tenant self-service answers before ticket submission
- staff draft replies on ticket detail pages
- duplicate detection using community tickets
- priority and category suggestions
What the AI should and should not do
Section titled “What the AI should and should not do”The product is designed so AI assists rather than overrides staff judgment.
AI should:
- surface likely existing answers
- help reduce repeat tickets
- help staff draft faster responses
- help structure tickets consistently
AI should not:
- silently create or close tickets
- bypass access rules
- expose staff-only notes or hidden content to tenants
- hard-block users from submitting an issue
Subscription gating
Section titled “Subscription gating”Custom FAQ and knowledge-base functionality is plan-dependent.
In the current implementation, it is intended for:
- Professional
- Enterprise
Why this matters for customers
Section titled “Why this matters for customers”Without an organization-specific knowledge layer, generic support answers become unreliable.
The knowledge base is what allows Sicket to give answers that reflect the actual building, organization, and operating policy.