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Documents

Navigation: Sidebar → Documents

The Documents page is a dual-purpose knowledge base: one side for your internal MSP team (runbooks, SOPs, notes) and the other for customer-facing documentation visible in ClientOne. It also includes a template system for standardizing documentation.

Documents Page

Three Tabs​

Internal Documents Tab​

MSP-only documentation — Not visible to customers.

Use this for:

  • Runbooks and standard operating procedures
  • Internal notes and processes
  • Technical documentation
  • Troubleshooting guides

Customer Documents Tab​

ClientOne-visible documentation — Published documents appear in ClientOne.

Use this for:

  • User guides for clients
  • FAQ documents
  • Service descriptions
  • How-to articles
  • Client-specific documentation

Document Templates Tab​

Structured templates — Reusable document structures with sections and placeholders.

Use this for:

  • Standardized onboarding documents
  • SOP templates with consistent sections
  • Compliance documentation frameworks

Working with Internal Documents​

Creating an Internal Document​

  1. Navigate to Documents → Internal Documents tab
  2. Click Add Document (+ button)
  3. Fill in:
    • Title (required)
    • Slug — URL-friendly identifier (auto-generated)
    • Category — Organize by type
    • Content — Rich text or markdown editor
  4. Click Save

Editing​

  • Click the edit icon on any document
  • Make changes in the editor
  • Click Save

Deleting​

  • Click the delete icon on any document
  • Confirm deletion in the dialog

Working with Customer Documents​

Creating a Customer Document​

  1. Navigate to Documents → Customer Documents tab
  2. Click Add Document
  3. Fill in:
    • Title (required)
    • Slug — URL-friendly identifier
    • Category — Organize by type
    • Content — Rich text or markdown
    • Client — Optionally scope to a specific client (or leave blank for all clients)
    • Published — Toggle whether the document is visible in the portal
  4. Click Save

Draft vs. Published​

  • Published documents are visible to end users in ClientOne
  • Draft documents (unpublished) are only visible to your MSP team
  • A "Draft" badge appears on unpublished documents

Client-Specific Documents​

  • Leave the client field blank for documents visible to all customers
  • Select a specific client to make it visible only to that client

Document Templates​

Templates provide a structured framework for creating consistent documentation.

Creating a Template​

  1. Navigate to Documents → Templates tab
  2. Click Add Template
  3. Define:
    • Name — Template name
    • Description — What this template is for
    • Content Format — Rich text or markdown
    • Category — Organize templates by type
    • Structure — Define sections with titles and placeholder content
  4. Click Save

Using a Template​

When creating a new document (internal or customer), you can select a template to pre-populate the document with the template's structure and placeholder content.

Duplicating a Template​

Click the duplicate action on any template to create a copy. Useful for creating variations of existing templates.

Import/Export Templates​

Export:

  1. Click the export action on a template
  2. A JSON file downloads containing the template definition

Import:

  1. Click Import in the templates section
  2. Select a JSON template file
  3. Review the imported template
  4. Click Save to create it

This enables sharing templates between PanelOne organizations.

Category Filtering​

Filter templates by category using the category dropdown. This helps when you have many templates organized into groups.

Content Formats​

PanelOne supports two content formats:

FormatBest For
Rich TextVisual editing with formatting toolbar
MarkdownTechnical documentation with code blocks

Client-Scoped View​

When a client is selected in the header, the Customer Documents tab filters to show:

  • Documents scoped to that specific client
  • Documents with no client scope (available to all)

Tips & Best Practices​

  • Build internal runbooks first — Document your standard procedures so any team member can follow them
  • Use templates for consistency — Create templates for common document types (onboarding checklists, incident reports, etc.)
  • Publish customer docs selectively — Start with FAQ and basic guides, then expand
  • Export templates to share — If you have multiple PanelOne orgs, export/import templates between them
  • Keep categories organized — A clean category structure helps everyone find documents quickly
  • ClientOne — How end users see published documents
  • Portal Admin — Manage portal settings and customer access