TypezoAppendix B
Help desk.
One tenant-wide knowledge base, the same citation verifier, and a ticket when no published article supports the question.
The same evidence,
for the questions
you ask every day.
Typezo also runs a tenant-wide help desk. It answers from the company’s own documents, cites the article it used, and hands the question to a person when the documents do not have the answer.
It is included with the workspace, not sold as a second product. The knowledge base is the one your bid team already keeps.
Help desk · the short version
One knowledge base, tenant-wide.
Collections belong to the tenant, not to a tender. A tender selects the subset it answers from; a daily question uses every published collection. Onboarding material written once is usable in both.
An answer or a ticket.
A draft answer cites published articles. If nothing in the knowledge base supports the question, there is no answer: the question opens a ticket in the tenant-wide queue. It is never filled with plausible prose.
Checked by the same verifier.
Quotes are matched against the stored article text, pages come from the parser, and every figure in the answer has to appear in a cited quote. A help answer is not held to a lower standard than a bid answer.
Documents become drafts.
Import a PDF, DOCX or XLSX into a collection. It parses in the background and stays a draft until someone publishes it. Only published article spans are retrievable, so a half-written page cannot be cited.
Roles, in this version.
Members ask questions and see their own tickets. Agents see the queue and can reply, assign and change status. Admins own collections, imports and publishing. Roles come from a deployment allowlist; a role editor is not built yet.
The help desk is a product entitlement, like the tender surface. A tenant that has not been granted it gets a 404, not a hidden menu.
Next · Appendix C
Pricing