To me, a KB is something where I can create articles for departments, they get tagged with an ID number and a short link to them, and customers can search them and leave comments on the article as well as rate how effective they are at solving their problem. As well, there should be internal KBs, external KBs, and internal/external KBs. We had this at Microsoft many years ago when I worked there (before I switched to Linux).

The way the KB works in osticket seems very strange and not usable. I don't know how it auto-responds to a customer, and actually I prefer it never auto-respond to a customer because it could often be wrong.

If this project is still young enough, and if you take a poll to see how many people are actually using your KB as you have designed it -- if all that is low -- then perhaps you could consider an overhaul to what I am mentioning.