Knowledge base
Giving Triagic your internal docs to read during investigations, by uploading files or connecting a docs integration.
Knowledge is where an organization gives Triagic the reference material a new support engineer would get on day one: runbooks, product notes, escalation rules, glossaries, exported spreadsheets. The agent searches it while investigating a ticket and in the console, and names the document it used.
Until an organization has either uploaded a document or connected a docs integration, admins see a reminder at the top of every portal page.
Two ways to set it up
| Route | What Triagic reads | Where |
|---|---|---|
| Upload documents | The text of each file, extracted once at upload. | This page. |
| Connect a docs integration | Live pages through the integration's MCP server. Notion and Atlassian (Confluence) count. | Integrations. |
Both can be used together. A connected integration answers "what does our wiki say right now"; uploads are for material that lives in files, or that you don't want the agent to reach over an API.
Uploading
Admins pick a file and, optionally, write a short description. The description is shown to the agent alongside the text, so a line like "Escalation matrix for payments incidents, updated quarterly" helps it choose the right document.
| Type | Extensions | Notes |
|---|---|---|
| Text | .md, .txt, .csv, .json | Read as-is. |
| Word | .docx | Text only; images inside the document are dropped. |
| Text layer only. A scanned PDF with no text layer yields nothing. | ||
| Spreadsheet | .xlsx | One block per sheet, rows as comma-separated values. |
| Image | .png, .jpg, .gif, .webp | Triagic can't read pictures yet, so the description is required and is all the agent sees. |
Limits: 10 MB per file, 50 documents per organization, and 200,000 characters of text per document (the rest is dropped). Each row on the page shows how much text was kept, so an empty count on a PDF is the sign of a scan.
Enabling, editing, deleting
Every document has an Enabled switch. A disabled document stays listed but is not sent to the desktop apps and is not searched. Delete removes it for good; there is no undo.
Every upload, edit and delete is recorded in Audit and pushed to the organization's desktop apps on their next config sync, within 15 minutes.
What the agent does with it
The desktop app keeps a copy of the enabled documents and exposes two tools to the agent: one that lists them and one that searches them by keyword. The investigator's instructions tell it to search the knowledge base before answering a product or process question. Document text is treated as untrusted content, the same as ticket text: instructions written inside a document can't change how the agent behaves.
Members can see the list and the descriptions. Only admins can upload, edit, or delete.