Use knowledge hubs for multiple brands

A knowledge hub is a named set of knowledge inside your workspace. If you support several brands or products from one help desk, hubs keep their content apart, so each brand is answered from its own knowledge. A brand that is not routed to a hub uses the default hub.

If you have one brand and one product, you can ignore hubs. Everything goes into the default hub.

What a hub contains#

Each hub has its own:

• Questions and answers
• Web pages and files
• Past-ticket knowledge
• Confluence and Notion selections
• Deflection workflows and Copilot workflows

These stay shared across the whole workspace:

• Escalation Copilot workflows, which always use the default hub
• Your connections to escalation destinations such as Slack or Jira
• Deflection settings, members, the help desk connection and billing

The default hub#

Every workspace starts with one hub, named Default Knowledge Hub and marked with a Default badge. You can rename it, but you cannot delete it or make a different hub the default.

Any ticket that is not routed to another hub uses the default hub.

Create a hub#

1. Open Knowledge, then Add Knowledge Hub. If you already have more than one hub, the menu item is called Knowledge hubs.
2. Select the Add Knowledge Hub card.
3. Enter a Name. It must be unique in your workspace.
4. Optionally, add a Description.
5. Select Create.

A new hub starts empty. Fill it the same way as the default hub:

• Add questions and answers and web pages and files.
• To reuse workflows, open the hub's workflows page and select Add workflows from another knowledge hub.
• Past tickets arrive on their own. Once you route a brand to the hub, that brand's tickets are added at the next daily update.

There is no limit on the number of hubs.

Route brands to hubs#

Routing tells Pluno which hub to use for a ticket, based on the ticket's brand. In Zendesk, you do this on Brand knowledge routing, which appears once you have more than one hub. You need the Admin role.

1. Open Knowledge, then Brand knowledge routing.
2. For each brand, choose a hub under Knowledge Hub. Choose Use default knowledge hub to leave a brand on the default.
3. Select Save Configuration.

The routing applies to Deflection AI, AI Copilot and Quality Assurance. A ticket from a brand with no assignment uses the default hub, so Pluno never refuses to answer because routing is missing.

Rename a hub#

1. Open Knowledge, then Knowledge hubs.
2. Select the pencil icon on the hub.
3. Change the name or description, then select Update.

Delete a hub#

1. Open Knowledge, then Knowledge hubs.
2. Select the trash icon on the hub.
3. Confirm with Delete.

The default hub has no trash icon.