OneDesk’s Knowledgebase application allows users to utilize a self-help application to find answers to their frequently asked questions. A Knowledgebase houses many articles to help resolve any technical problems a user might encounter without having to ask your support agents. Using the OneDesk Knowledgebase app, you can create different types of tickets, upload videos, and pictures to assist in answering questions users may have. Users can search for articles that are relevant to their inquiry through keyword searches.
Knowledge Base Support Ticket Software
Support ticket software is even more powerful with an integrated Knowledgebase. When a support ticket has been completed, you can easily convert this task to an article. Simply assign it to someone to polish-up so it is ready to be published in this customer application. This allows for higher productivity as less time is spent writing articles from scratch. Integrated Knowledgebase & Support Ticket software allows customers to serve themselves as they can search for a keyword to answer their questions that would typically be the result of a support ticket
Knowledge Base and Task Tracker
OneDesk’s Knowledgebase allows you to integrate with task management to increase the amount of content on your Knowledgebase. This application seamlessly works with task management as it allows you to create content and assign articles for your users to write up. The task management features allow you to schedule your articles, as well as categorize the statuses for them so that you can funnel what needs to be completed.
The benefits of having a Knowledgebase integrated with task management include:
- Improves productivity as users are spending less time asking agents for assistance
- Allows for a smooth on-boarding process for new users as these articles could include training modules
- Provides up-to-date content as tasks are always being assigned to users to write up new articles
Help Desk Knowledge Base Software
Having an integrated Knowledgebase allows your help desk team to work more efficiently. Articles are being published to the Knowledgebase in order to answer frequently asked questions. This platform not only allows customers to discover answers on their own time but also allows your help desk agents to redirect customers to pre-written articles to answer their inquiries. The help desk team can then assess what is an unanswered question and then issue a ticket to create an article to answer this question.
Helpdesk – Ticket support and knowledgebase platform
OneDesk’s ticketed support system allows users to issue tickets a customer’s unanswered question. However, with an integrated Knowledgebase platform, it now streamlines this process to increase productivity in your users as they can simply respond to a customer’s inquiry with a link to the article from your Knowledgebase. The ticketed support feature also allows a user to convert a support ticket to an article once it has been properly assessed so that it can be distributed for anyone with similar questions. You can link a video on these tickets, or attach images to aid in answering these inquiries.
Summary – Why you need Help Desk Software with Knowledge Base.
Help desk software facilitates the communication process between agents and customers. With an integrated Knowledgebase, this process becomes even easier as you can redirect customers to find answers quicker. You can use the help desk to chat with customers to find news articles that you could potentially add to this platform. You can easily search for an article in the Knowledgebase to see if it has been written and constantly update the article with new related requests from customers.