Support: one portal for macros, KB & troubleshooting

Reduce handle time and escalations. Centralize macros, KB articles, troubleshooting trees, status/incident comms, and approved prompts—kept current, searchable, and governed.

TL;DR: Workspace per product/queue → tags for channel, product, severity, asset, status → import canonical links → publish read-only agent portal → enforce SSO/SAML & audit.

Common pain points

Macros and KB links scattered across tools and personal docs.
Outdated troubleshooting trees and escalation paths.
Agents can’t find the current status page or incident comms.
Inconsistent tone or unapproved AI prompts in the wild.

How Linkinize helps

Agent portal via Public Pages (read-only, always current).
Tag taxonomy (channel/product/severity/asset/status) for fast retrieval.
Approved prompts and macros in one governed hub.
SSO/SAML + audit for compliant access and reviews.

How it works (5 steps)

Create a Support workspace per product/queue (e.g., Billing Tier 1, iOS Support).
Define tags: channel:email|chat|phone, product:*, severity:sev-1|sev-2|sev-3, asset:macro|kb|troubleshoot|status|runbook|prompt, status:approved|draft|deprecated.
Import canonical links (macros, KB, trees, status page, incident comms, approved prompts). Assign owners.
Publish a Public Page as your agent portal; keep sensitive content private.
Enforce SSO/SAML, set roles, and review audit logs monthly.

Integrations you’ll likely use

Link to the single source of truth—permissions stay enforced where content lives.

Helpdesk: Zendesk, Intercom, Freshdesk, Salesforce Service Cloud
Incident/Status: Atlassian Statuspage, PagerDuty, Opsgenie
KB/Wiki: Help Center, Notion, Confluence, Drive/SharePoint
Monitoring: Datadog, New Relic, Sentry (link top dashboards)
Comms: Slack, MS Teams (incident channels, announcements)
AI Prompts: Linkinize catalog, prompt managers, eval dashboards

Also see: AI & Prompt Libraries · Public Pages · Scoped Search · Roles & Permissions

Starter taxonomy (copy & adapt)

Channel & Product

channel:email · channel:chat · channel:phone
product:web · product:ios · product:android · product:billing

Severity & Asset

severity:sev-1 · severity:sev-2 · severity:sev-3
asset:macro · asset:kb · asset:troubleshoot · asset:status · asset:runbook · asset:prompt

Status & Owner

status:approved · status:draft · status:deprecated
owner:tier-1 · owner:tier-2 · owner:knowledge · owner:qa

Launch your agent portal

Common questions & objections

“We already have a help center.”
Keep it—Linkinize is the front door that unifies macros, KB, trees, incident comms, and prompts into one portal with governance.

“Will contractors see internal docs?”
Share a read-only Public Page for what’s safe; keep internal runbooks private behind SSO with viewer roles.

“Another tool to maintain?”
You save canonical URLs; content stays in Zendesk/Intercom/Confluence/etc. Public Pages auto-update as links change.

“Security/compliance?”
Enforce SSO/SAML, least-privilege roles, and audit logging. Sensitive content remains protected at the source.

Lower handle time, fewer escalations

Support teams use Linkinize to keep the floor aligned—every macro, KB, tree, and prompt in one governed portal that never goes stale.

• One hub for macros, KB, troubleshooting, status & prompts
• Read-only agent portals for consistent answers
• SSO/SAML, roles, and audit logging
• Works with Zendesk/Intercom/Freshdesk, Confluence/Notion

Start Your Free Workspace

Frequently Asked Questions

Do we store files in Linkinize?: No—Linkinize stores links and metadata. Files remain in Zendesk/Intercom/Confluence/Drive with native permissions.
Can we create separate portals per queue or vendor?: Yes—use separate workspaces or tags (e.g., queue:tier-1, vendor:bpo-xyz) and publish targeted Public Pages.
How do we keep prompts and macros approved?: Use status:approved, assign owners, and archive deprecated items. Cross-link to eval dashboards for changes.