A knowledge base brings reference information together in a searchable resource. Zendesk distinguishes public resources for customers from internal resources for staff. The content may explain products, services or working processes. Its intended audience matters because a public answer and an internal handling instruction serve different purposes. Source: Zendesk: What is a knowledge base?

Start with recurring questions

Choose questions the team answers repeatedly, such as where to find booking documents or how to request an amendment. Give each article a clear title and a named owner. This creates an obvious place to look and a person responsible for checking the answer.

Keep the audience and review date visible

Decide whether each article belongs in a public or internal resource, then set a review point for information that may change. Check links and instructions during that review. These steps give the team a practical way to maintain the resource as services and processes develop.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.