Increase User Happiness & Decrease Tickets: Knowledgebase

 

Help clients to help themselves!

SupportSystem is built to make helpdesk ticketing a breeze. Filled with useful, time saving features like an available Knowledge Base which allows Agents to create a convenient yet robust “self-help” section of Frequently Asked Questions. The knowledge base feature allows for both public facing articles for end users as well as private articles for agent use. 

 

 

For example, if your helpdesk receives frequent inquiries about a specific procedure that has a predetermined execution process, such as resetting a password (a crowd favorite,) you can add that detailed explanation to your knowledge base articles. You can make this FAQ even more user friendly by adding documents, YouTube videos, images, links and much more using the available HTML/Rich Text toolbar. 

 

 

This way, End-Users can gain useful information which will lower the number of tickets your helpdesk receives. This also increase user satisfaction by eliminating wait time for issue resolution (and we all know users love that!) 

 

It is also a good way to provide information on emergency policies for organizations that have dedicated emergency procedures related to the tickets received from End-Users. If your tickets require documents to be submitted you can create that detailed explanation along with attaching the document so that your End-Users can complete the form prior to submitting a ticket. 

 

You also have the ability to nest knowledgebase articles under a parent topic so you can drill down on specific aspects of a broad issue. So, for example, you can create a parent level FAQ about a set of user related “How-To’s” and then under that umbrella add any relevant FAQs.

 

 

On the internal or agent panel, you can add helpful company or department specific training and procedural documents.

 

 

This is useful for Agents to review company policy, procedures and resources for handling different End-User questions/situations. You can also include resources to the FAQ’s including attachments, reference links, etc which are only available to the agents . In addition to documents, you have the HTML/Rich Text toolbar that allows you to add links, YouTube videos, images and links to your knowledge base FAQs. It also makes on-boarding new agents much easier as the data is available to them on demand. With a designated spot to search for answers to common Agent questions, Helpdesk Admins receive fewer questions from agents allowing them to swiftly resolve the tickets.  This can decrease the time between ticket creation and ticket resolution, which leads to…what? You guessed it! Happier Customers!

 

For more information check out our knowledge base section of our documentation here.