HelpGhost Scholar

HelpGhost Scholar

Overview

HelpGhost Scholar is a centralized knowledge management tool that aggregates, normalizes, and maintains knowledge base (KB) data from multiple sources. Scholar creates standardized Scholar entries — structured blocks of text describing processes, troubleshooting steps, or informational content — that power both Hero and Solo with accurate, up-to-date knowledge.

How Scholar Fits Into the HelpGhost Ecosystem

HelpGhost's three core tools — Solo, Hero, and Scholar — work together in a continuous cycle:

1. A customer contacts support (e.g., a printer issue) and chats with Solo

2. Solo uses Scholar entries to diagnose and potentially resolve the problem

3. If Solo cannot resolve it, the ticket escalates into the PSA, where Hero assists the technician — again using Scholar entries

4. When the technician resolves the issue, Scholar analyzes the ticket and creates a new knowledge base entry from the resolution

5. That new entry becomes available for future Solo and Hero interactions

This feedback loop means every resolved problem has the potential to make future resolutions faster and more accurate.

Knowledge Base Integrations

Scholar integrates with four knowledge base sources commonly used by MSPs:

How Scholar Creates Entries

Scholar generates entries from several sources:

From PSA Tickets

Scholar automatically scrapes resolved tickets from your PSA. You can select which ticket boards to scrape and set ticket status filters, so only relevant resolutions are processed. It compares each ticket's resolution against existing knowledge and identifies gaps. When new or different information is found, Scholar creates a formatted entry that goes into a pending state for manual review.

From Hero Conversations

When a technician interacts with Hero, the system analyzes the conversation for new knowledge. Entry creation is triggered when:

• A technician uses phrases like "for future reference" or explicitly tells Hero to save information

• A technician provides corrective information (e.g., "No, that's wrong — for this customer, the process is...")

• A technician shares details about customer-specific tools, processes, or infrastructure

From Solo Conversations

Similar to Hero, Solo can create Scholar entries when technician interaction occurs. If a technician interjects in a Solo conversation and provides new information, the system evaluates that input for knowledge base creation.

From Uploaded Documents

You can manually upload documents to Scholar. Supported file types include:

• Excel (.xlsx)

• Word (.docx)

• PDF

• HTML

• Markdown

• Plain text (.txt)

• CSV

From KB Syncs

When you connect a KB integration (IT Glue, Hudu, etc.), Scholar pulls in existing documents and normalizes them into Scholar entries. You can choose specific folders to sync rather than pulling everything, giving you control over what knowledge is imported.

Data Sources Page

The Data Sources page provides an overview of everything Scholar is pulling from.

Source Table

Each row in the data sources table displays:

When integrated with a PSA, three sources are always present:

1. Tickets — Scholar scrapes and processes resolved PSA tickets

2. Hero — Entries generated from Hero conversations

3. Solo — Entries generated from Solo conversations

Live Sources vs. Static Sources

• Live sources (e.g., IT Glue, Hudu) are periodically re-synced. If a document is updated in the external KB, Scholar pulls the updated version on the next sync cycle.

• Static sources (e.g., uploaded documents) remain as they were at the time of upload with no automatic updates.

Sync schedules:

Page Actions

Above the data sources table, you'll find:

• Last Synced Timestamp — Shows when Scholar last checked live sources. Helpful for troubleshooting if expected data hasn't appeared yet.

• Sync Live Data Sources — Forces an immediate sync of all live sources. Use this when you've updated a document in your KB and need it reflected in Scholar right away.

• Add Data Source — Opens a dialog to add a new data source. Depending on your active integrations, options include your KB integration(s) and document upload.

Editing a Data Source

Each data source row has a pencil icon that lets you edit settings — including tenant settings — for that source. Changes apply to all entries from that source.

Tenanting

Tenanting controls which data is visible to end users in Solo. Currently, tenanting only affects Solo — all Hero users can see all entries.

Tenant Options

When configuring tenant settings for a data source or entry, you have three options:

How Tenanting Works

• Solo users are authenticated and matched to a company in the PSA (by email or contact match)

• Only entries tenanted to that company (or to "Everyone") are visible to them

• Hero users always have access to all entries regardless of tenant settings

Auto-Mapping for PSA Tickets

When Scholar creates an entry from a PSA ticket, it automatically suggests a tenant mapping based on the company assigned to that ticket.

Pending Entries

The Pending Entries page is where you review and approve Scholar-generated entries before they become available to Hero and Solo.

Filters

The left sidebar provides filtering options:

Reviewing an Entry

Each Scholar entry displays:

• Title — with a hyperlink back to the source (ticket, KB document, etc.)

• Content — editable text that you can modify before approving. Use this to remove PII, correct inaccuracies, or improve formatting.

• Assigned To — the user assigned to review this entry

• Tenant Settings — configure visibility (Internal Only, specific customers, or everyone)

• Labels — AI-generated topic tags

• Approve / Reject buttons

Bulk Update

For efficient review of multiple entries, use the Bulk Update button on the left side of the page. This adds checkboxes to each entry, allowing you to approve or reject multiple entries at once and submit them in a single action.

Saved Entries

The Saved Entries page displays all approved entries and has a similar layout to Pending Entries with a few differences:

• Data Source filter — Filter entries by their specific data source (e.g., a particular IT Glue source or uploaded document)

• Editable entries — Non-live-source entries can have their text and tenant settings updated

• Reject option — You can reject a previously saved entry to remove it from active use

• Delete option — A delete button is available on each row for non-live-source entries

Search

The Search page allows you to test what Scholar entries are available for a given query, tool, and tenant combination.

• Search by keyword — Enter a search term to see matching entries and their relevance scores

• Filter by tool — Select Hero or Solo to see what entries are accessible from each tool

• Filter by tenant — Select a specific customer to verify that tenanting is configured correctly

Future Plans

PLANNED Data Export — We understand that many organizations want the ability to export Scholar data back to their KB systems. Due to the nature of Scholar entries (discrete blocks of knowledge that are often unrelated to each other), a simple export doesn't map cleanly to traditional KB documents. We plan to introduce a conversational AI interface where you can interact with Scholar to:

• Pull up entries by topic and generate cohesive documents

• Compare Scholar entries against your existing KB and identify gaps

• Suggest new documents or updates to existing KB articles

• Review and refine suggestions before exporting