Knowledge Base¶
Zammad has multiple knowledge base related endpoints. The most important - but not all - are covered in this documentation. You can find the general ones about the knowledge base itself on this page. The sub-endpoints have been split off into separate pages:
Hint
The request and response examples include the knowledge base ID 1.
Your ID may be different, for example if you created a knowledge base before,
dropped it and created a new one.
Knowledge Base Overview¶
Required permission: knowledge_base.editor
POST-Request sent: /api/v1/knowledge_bases/init
Response:
# HTTP-Code 200 Ok
{
"KnowledgeBase": {
"1": {
"id": 1,
"iconset": "FontAwesome",
"color_highlight": "#38ae6a",
"color_header": "#f9fafb",
"color_header_link": "hsl(206,8%,50%)",
"homepage_layout": "grid",
"category_layout": "grid",
"active": true,
"show_feed_icon": false,
"custom_address": null,
"created_at": "2025-03-12T10:09:01.203Z",
"updated_at": "2025-03-13T09:00:07.819Z",
"translation_ids": [
1
],
"kb_locale_ids": [
1
],
"category_ids": [
2,
1
],
"answer_ids": [
2,
3,
1
],
"permission_ids": [],
"permissions_effective": []
}
},
"KnowledgeBaseTranslation": {
"1": {
"id": 1,
"title": "Company Knowledge Base",
"footer_note": "© Company",
"kb_locale_id": 1,
"knowledge_base_id": 1,
"created_at": "2025-03-12T10:09:01.224Z",
"updated_at": "2025-03-13T09:00:07.809Z"
}
},
"KnowledgeBaseLocale": {
"1": {
"id": 1,
"knowledge_base_id": 1,
"system_locale_id": 1,
"primary": true,
"created_at": "2025-03-12T10:09:01.206Z",
"updated_at": "2025-03-12T10:09:01.206Z",
"knowledge_base_translation_ids": [
1
],
"category_translation_ids": [],
"answer_translation_ids": [],
"menu_item_ids": []
}
},
"KnowledgeBaseCategory": {
"1": {
"id": 1,
"knowledge_base_id": 1,
"parent_id": null,
"category_icon": "f115",
"position": 0,
"created_at": "2025-03-12T14:50:42.533Z",
"updated_at": "2025-03-12T14:52:38.025Z",
"translation_ids": [
1
],
"answer_ids": [
1
],
"child_ids": [
1
],
"permission_ids": [],
"permissions_effective": []
},
"2": {
"id": 2,
"knowledge_base_id": 1,
"parent_id": null,
"category_icon": "f015",
"position": 1,
"created_at": "2025-03-12T14:51:29.019Z",
"updated_at": "2025-03-12T14:52:21.782Z",
"translation_ids": [
2
],
"answer_ids": [
2,
3
],
"child_ids": [
2
],
"permission_ids": [],
"permissions_effective": []
}
},
"KnowledgeBaseCategoryTranslation": {
"1": {
"id": 1,
"title": "Category 1",
"kb_locale_id": 1,
"category_id": 1,
"created_at": "2025-03-12T14:50:42.547Z",
"updated_at": "2025-03-12T14:50:42.547Z"
},
"2": {
"id": 2,
"title": "Category 2",
"kb_locale_id": 1,
"category_id": 2,
"created_at": "2025-03-12T14:51:29.024Z",
"updated_at": "2025-03-12T14:51:29.024Z"
}
},
"KnowledgeBaseAnswer": {
"1": {
"internal_at": "2025-03-12T14:52:38.014Z",
"category_id": 1,
"archived_at": null,
"internal_by_id": 3,
"published_at": null,
"id": 1,
"promoted": false,
"internal_note": null,
"position": 0,
"archived_by_id": null,
"published_by_id": null,
"created_at": "2025-03-12T14:50:48.732Z",
"updated_at": "2025-03-12T14:52:38.022Z",
"translation_ids": [
1
],
"attachments": [],
"tags": []
},
"2": {
"id": 2,
"category_id": 2,
"promoted": false,
"internal_note": null,
"position": 0,
"archived_at": null,
"archived_by_id": null,
"internal_at": null,
"internal_by_id": null,
"published_at": null,
"published_by_id": null,
"created_at": "2025-03-12T14:51:34.900Z",
"updated_at": "2025-03-12T14:51:49.317Z",
"translation_ids": [
2
],
"attachments": [],
"tags": []
},
"3": {
"published_at": "2025-03-12T14:52:21.767Z",
"category_id": 2,
"archived_at": null,
"internal_at": null,
"published_by_id": 3,
"id": 3,
"promoted": false,
"internal_note": null,
"position": 1,
"archived_by_id": null,
"internal_by_id": null,
"created_at": "2025-03-12T14:51:58.755Z",
"updated_at": "2025-03-12T14:52:21.778Z",
"translation_ids": [
3
],
"attachments": [],
"tags": []
}
},
"KnowledgeBaseAnswerTranslation": {
"1": {
"id": 1,
"title": "Answer 1",
"kb_locale_id": 1,
"answer_id": 1,
"content_id": 1,
"created_by_id": 3,
"updated_by_id": 3,
"created_at": "2025-03-12T14:50:48.750Z",
"updated_at": "2025-03-12T14:51:11.559Z"
},
"2": {
"answer_id": 2,
"title": "Answer A",
"id": 2,
"kb_locale_id": 1,
"content_id": 2,
"created_by_id": 3,
"updated_by_id": 3,
"created_at": "2025-03-12T14:51:34.910Z",
"updated_at": "2025-03-12T14:51:49.346Z"
},
"3": {
"answer_id": 3,
"title": "Answer B",
"id": 3,
"kb_locale_id": 1,
"content_id": 3,
"created_by_id": 3,
"updated_by_id": 3,
"created_at": "2025-03-12T14:51:58.770Z",
"updated_at": "2025-03-12T14:52:05.925Z"
}
},
"User": {
"3": {
"id": 3,
"organization_id": null,
"login": "admin@example.com",
"firstname": "Test",
"lastname": "Admin",
"email": "admin@example.com",
"image": null,
"image_source": null,
"web": "",
"phone": "",
"fax": "",
"mobile": "",
"department": null,
"street": "",
"zip": "",
"city": "",
"country": "",
"address": null,
"vip": false,
"verified": false,
"active": true,
"note": "",
"last_login": "2025-03-10T15:49:27.097Z",
"source": null,
"login_failed": 0,
"out_of_office": false,
"out_of_office_start_at": null,
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"preferences": {
"notification_config": {
"matrix": {
"create": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"update": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": true,
"subscribed": true,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"reminder_reached": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
},
"escalation": {
"criteria": {
"owned_by_me": true,
"owned_by_nobody": false,
"subscribed": false,
"no": false
},
"channel": {
"email": true,
"online": true
}
}
}
},
"intro": true,
"keyboard_shortcuts_clues": true,
"locale": "de-de",
"theme": "light",
"overviews_last_used": {
"1": "2025-03-12T09:19:44.289Z",
"2": "2025-03-12T09:19:36.992Z",
"3": "2025-03-12T09:19:43.220Z",
"5": "2025-03-12T09:19:15.831Z",
"6": "2025-03-12T09:19:50.081Z",
"12": "2025-03-12T09:19:35.027Z",
"13": "2025-03-12T09:19:41.238Z",
"4": "2025-03-12T09:19:50.743Z"
}
},
"updated_by_id": 3,
"created_by_id": 1,
"created_at": "2025-02-24T14:33:11.408Z",
"updated_at": "2025-03-12T09:19:51.034Z",
"role_ids": [
1,
2
],
"two_factor_preference_ids": [],
"organization_ids": [],
"authorization_ids": [],
"overview_sorting_ids": [],
"group_ids": {
"1": [
"full"
],
"2": [
"full"
],
"3": [
"full"
],
"4": [
"full"
],
"5": [
"full"
],
"6": [
"full"
],
"7": [
"full"
],
"8": [
"full"
],
"9": [
"full"
],
"10": [
"full"
],
"11": [
"full"
],
"12": [
"full"
],
"13": [
"full"
],
"14": [
"full"
],
"15": [
"full"
],
"16": [
"full"
],
"17": [
"full"
],
"18": [
"full"
],
"19": [
"full"
],
"20": [
"full"
],
"21": [
"full"
]
}
}
}
}
Show Knowledge Base¶
Required permission: knowledge_base.reader or knowledge_base.editor
GET-Request sent: /api/v1/knowledge_bases/{ID of your KB}
Response:
# HTTP-Code 200 Ok
{
"id": 1,
"iconset": "FontAwesome",
"color_highlight": "#38ae6a",
"color_header": "#f9fafb",
"color_header_link": "hsl(206,8%,50%)",
"homepage_layout": "grid",
"category_layout": "grid",
"active": true,
"show_feed_icon": false,
"custom_address": null,
"created_at": "2025-03-12T10:09:01.203Z",
"updated_at": "2025-03-12T15:38:47.669Z",
"translation_ids": [
1
],
"kb_locale_ids": [
1
],
"category_ids": [
2,
1
],
"answer_ids": [
2,
3,
1
],
"permission_ids": [],
"permissions_effective": []
}
Change Knowledge Base Settings¶
Required permission: knowledge_base.editor
PATCH-Request sent: /api/v1/knowledge_bases/manage/{ID of your KB}
{
"show_feed_icon": false,
"custom_address": "mynewaddress.tld"
}
Response:
# HTTP-Code 200 Ok
{
"show_feed_icon": false,
"custom_address": "mynewaddress.tld",
"id": 1,
"iconset": "FontAwesome",
"color_highlight": "#38ae6a",
"color_header": "#f9fafb",
"color_header_link": "hsl(206,8%,50%)",
"homepage_layout": "grid",
"category_layout": "grid",
"active": true,
"created_at": "2025-03-12T10:09:01.203Z",
"updated_at": "2025-03-13T09:17:11.874Z",
"translation_ids": [
1
],
"kb_locale_ids": [
1
],
"category_ids": [
2,
1
],
"answer_ids": [
2,
3,
1
],
"permission_ids": [],
"permissions_effective": []
}
Show Permissions¶
Required permission: knowledge_base.editor
GET-Request sent: /api/v1/knowledge_bases/{ID of your KB}/permissions
Response:
# HTTP-Code 200 Ok
{
"roles_reader": [
{
"id": 2,
"name": "Agent"
}
],
"roles_editor": [
{
"id": 1,
"name": "Admin"
}
],
"permissions": [],
"inherited": []
}
Change Permissions¶
Required permission: knowledge_base.editor
PUT-Request sent: /api/v1/knowledge_bases/{ID of your KB}/permissions
{
"permissions_dialog": {
"permissions": {
"1": "editor",
"2": "reader",
"4": "editor"
}
}
}
Response:
# HTTP-Code 200 Ok
{
"roles_reader": [],
"roles_editor": [
{
"id": 1,
"name": "Admin"
},
{
"id": 2,
"name": "Agent"
},
{
"id": 4,
"name": "KB editor"
}
],
"permissions": [
{
"id": 3,
"access": "editor",
"role_id": 1
},
{
"id": 4,
"access": "reader",
"role_id": 2
},
{
"id": 5,
"access": "editor",
"role_id": 4
}
],
"inherited": []
}
Reorder Sub-Categories¶
Required permission: knowledge_base.editor
PATCH-Request sent: /api/v1/knowledge_bases/{ID of your KB}/categories/{ID of category}/reorder_categories
{
"ordered_ids": [
9,
8
]
}
Response:
# HTTP-Code 200 Ok
{
"KnowledgeBaseCategory": {
"1": {
"id": 1,
"knowledge_base_id": 1,
"parent_id": null,
"category_icon": "f115",
"position": 0,
"created_at": "2025-03-12T14:50:42.533Z",
"updated_at": "2025-03-13T14:10:23.137Z",
"translation_ids": [
1
],
"answer_ids": [
5,
6,
7,
4
],
"child_ids": [
1
],
"permission_ids": [],
"permissions_effective": [
{
"id": 3,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 1,
"access": "editor",
"created_at": "2025-03-13T14:04:12.308Z",
"updated_at": "2025-03-13T14:04:12.308Z"
},
{
"id": 4,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 2,
"access": "reader",
"created_at": "2025-03-13T14:04:12.311Z",
"updated_at": "2025-03-13T14:04:12.311Z"
},
{
"id": 5,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 4,
"access": "editor",
"created_at": "2025-03-13T14:04:12.313Z",
"updated_at": "2025-03-13T14:04:12.313Z"
}
]
},
"8": {
"parent_id": 1,
"position": 1,
"knowledge_base_id": 1,
"id": 8,
"category_icon": "f115",
"created_at": "2025-03-13T14:09:46.597Z",
"updated_at": "2025-03-13T14:10:23.135Z",
"translation_ids": [
8
],
"answer_ids": [],
"child_ids": [
8
],
"permission_ids": [],
"permissions_effective": [
{
"id": 3,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 1,
"access": "editor",
"created_at": "2025-03-13T14:04:12.308Z",
"updated_at": "2025-03-13T14:04:12.308Z"
},
{
"id": 4,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 2,
"access": "reader",
"created_at": "2025-03-13T14:04:12.311Z",
"updated_at": "2025-03-13T14:04:12.311Z"
},
{
"id": 5,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 4,
"access": "editor",
"created_at": "2025-03-13T14:04:12.313Z",
"updated_at": "2025-03-13T14:04:12.313Z"
}
]
},
"9": {
"parent_id": 1,
"position": 0,
"knowledge_base_id": 1,
"id": 9,
"category_icon": "f115",
"created_at": "2025-03-13T14:09:54.157Z",
"updated_at": "2025-03-13T14:10:23.057Z",
"translation_ids": [
9
],
"answer_ids": [],
"child_ids": [
9
],
"permission_ids": [],
"permissions_effective": [
{
"id": 3,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 1,
"access": "editor",
"created_at": "2025-03-13T14:04:12.308Z",
"updated_at": "2025-03-13T14:04:12.308Z"
},
{
"id": 4,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 2,
"access": "reader",
"created_at": "2025-03-13T14:04:12.311Z",
"updated_at": "2025-03-13T14:04:12.311Z"
},
{
"id": 5,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 4,
"access": "editor",
"created_at": "2025-03-13T14:04:12.313Z",
"updated_at": "2025-03-13T14:04:12.313Z"
}
]
}
},
"KnowledgeBase": {
"1": {
"id": 1,
"iconset": "FontAwesome",
"color_highlight": "#38ae6a",
"color_header": "#f9fafb",
"color_header_link": "hsl(206,8%,50%)",
"homepage_layout": "grid",
"category_layout": "grid",
"active": true,
"show_feed_icon": false,
"custom_address": "mynewaddress.tld",
"created_at": "2025-03-12T10:09:01.203Z",
"updated_at": "2025-03-13T14:04:12.316Z",
"translation_ids": [
1
],
"kb_locale_ids": [
1
],
"category_ids": [
2,
1,
5,
4,
3
],
"answer_ids": [
2,
3,
5,
6,
7,
4
],
"permission_ids": [
3,
4,
5
],
"permissions_effective": [
{
"id": 3,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 1,
"access": "editor",
"created_at": "2025-03-13T14:04:12.308Z",
"updated_at": "2025-03-13T14:04:12.308Z"
},
{
"id": 4,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 2,
"access": "reader",
"created_at": "2025-03-13T14:04:12.311Z",
"updated_at": "2025-03-13T14:04:12.311Z"
},
{
"id": 5,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 4,
"access": "editor",
"created_at": "2025-03-13T14:04:12.313Z",
"updated_at": "2025-03-13T14:04:12.313Z"
}
]
}
},
"KnowledgeBaseLocale": {
"1": {
"id": 1,
"knowledge_base_id": 1,
"system_locale_id": 1,
"primary": true,
"created_at": "2025-03-12T10:09:01.206Z",
"updated_at": "2025-03-12T10:09:01.206Z",
"knowledge_base_translation_ids": [
1
],
"category_translation_ids": [],
"answer_translation_ids": [],
"menu_item_ids": []
}
},
"KnowledgeBaseTranslation": {
"1": {
"id": 1,
"title": "Company Knowledge Base",
"footer_note": "© Company",
"kb_locale_id": 1,
"knowledge_base_id": 1,
"created_at": "2025-03-12T10:09:01.224Z",
"updated_at": "2025-03-13T09:00:07.809Z"
}
},
"KnowledgeBaseCategoryTranslation": {
"1": {
"id": 1,
"title": "Category 1",
"kb_locale_id": 1,
"category_id": 1,
"created_at": "2025-03-12T14:50:42.547Z",
"updated_at": "2025-03-12T14:50:42.547Z"
},
"8": {
"id": 8,
"title": "Sub category 1",
"kb_locale_id": 1,
"category_id": 8,
"created_at": "2025-03-13T14:09:46.602Z",
"updated_at": "2025-03-13T14:09:46.602Z"
},
"9": {
"id": 9,
"title": "Sub category 2",
"kb_locale_id": 1,
"category_id": 9,
"created_at": "2025-03-13T14:09:54.161Z",
"updated_at": "2025-03-13T14:09:54.161Z"
}
}
}
Reorder Root Categories¶
Hint
You have to provide the order of all top level categories, i.e.
categories with no category as parent (parent: >> Homepage <<).
Required permission: knowledge_base.editor
PATCH-Request sent: /api/v1/knowledge_bases/{ID of your KB}/categories/reorder_root_categories
{
"ordered_ids": [
5,
2,
3,
4,
1
]
}
Response:
# HTTP-Code 200 Ok
{
"KnowledgeBaseCategory": {
"3": {
"knowledge_base_id": 1,
"position": 2,
"id": 3,
"parent_id": null,
"category_icon": "f00c",
"created_at": "2025-03-13T10:15:33.217Z",
"updated_at": "2025-03-13T14:29:53.585Z",
"translation_ids": [
3
],
"answer_ids": [],
"child_ids": [
3
],
"permission_ids": [],
"permissions_effective": [
{
"id": 3,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 1,
"access": "editor",
"created_at": "2025-03-13T14:04:12.308Z",
"updated_at": "2025-03-13T14:04:12.308Z"
},
{
"id": 4,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 2,
"access": "reader",
"created_at": "2025-03-13T14:04:12.311Z",
"updated_at": "2025-03-13T14:04:12.311Z"
},
{
"id": 5,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 4,
"access": "editor",
"created_at": "2025-03-13T14:04:12.313Z",
"updated_at": "2025-03-13T14:04:12.313Z"
}
]
},
"2": {
"knowledge_base_id": 1,
"position": 1,
"id": 2,
"parent_id": null,
"category_icon": "f015",
"created_at": "2025-03-12T14:51:29.019Z",
"updated_at": "2025-03-13T14:29:53.552Z",
"translation_ids": [
2
],
"answer_ids": [
2,
3
],
"child_ids": [
2
],
"permission_ids": [],
"permissions_effective": [
{
"id": 3,
"permissionable_type": "KnowledgeBase",
"permissionable_id": 1,
"role_id": 1,
"access": "editor",
"created_at": "2025-03-13T14:04:12.308Z",
"updated_at": "2025-03-13T14:04:12.308Z"
},
{
"id": 4,
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