Documents and the knowledge base
Write runbooks and procedures in a visual editor or Markdown, with folders and version history.
There are two places for written documentation:
| Where | What it's for | Who can edit |
|---|---|---|
| An organization's Documents tab | Client-specific docs: network overview, onboarding steps, vendor contacts | People with Edit client documentation |
| The Knowledge Base (sidebar) | Internal articles shared across all clients: standards, procedures, how-tos | People with Edit the knowledge base |
Write a document
- Choose + New document in an organization's Documents tab, or in the Knowledge Base.
- Enter a title and, optionally, a folder such as Runbooks or Onboarding. Documents are grouped by folder.
- Write, then choose Save document (or press Ctrl+S).
Visual or Markdown
The editor has two modes, and you can switch at any time with the buttons above the text:
- ✏️ Visual works like a word processor. Use the toolbar for headings, bold, lists, checklists, links, tables, quotes, code and dividers. In a table, Tab moves to the next cell and adds a row at the end.
- M↓ Markdown shows the raw Markdown with a live preview beside it.
The editor remembers which mode you prefer.
Note: Documents are always saved as Markdown, so switching modes never loses anything. Unusual raw HTML may be tidied up when you save from Visual mode.
Version history
Every save keeps the previous version. Open a document and choose History to see older versions and Restore one. Restoring creates a new version, so you can always go back again.
Write with AI
If your role includes Ask AI, the editor has an ✨ AI writer panel: draft a document from a prompt, improve or summarize the current one, or create a complete environment overview for a client. See AI writer and AI import.
Related items and tags
Link a document to the assets, passwords and contacts it's about with + Relate. A Knowledge Base article can be related to any client's items, so the generic "Restore a file from Datto" procedure can sit next to every Datto backup. See Tags and related items.
Restricting a document
Sensitive documents, such as an HR procedure, can be limited to chosen people and teams. See Per-item access.