The best way to serve your helpdesk users is provide them the means to solve their problems themselves. When a user solves the problem themselves it means they don't need to ask your technicians for help.

Building on this idea, DeskPRO now has an auto-searching feature that is activated when a user tries to submit a ticket. Before the ticket is submitted, a quick knowledgebase search is performed based on their question. If results are returned, the user has a chance to read the articles and decide if one of them solves their problem.

When an article has answered a users question, everything is recorded. Your technicians can view which articles have solved the most questions, the actual questions that were asked, and which article authors have helped the most.

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