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DeskPRO Self-Help Features
Self Help
The easiest way to serve your users is by letting them help themselves. DeskPRO offers the
knowledgebase
and
troubleshooters
for this.
Knowledgebase
The knowledgebase is where you publish articles to the helpdesk. Offering a good knowledgebase is one of the best ways to
satisfy your users.
- Completely
searchable
so users can find content quickly
- Users can
submit ratings and comments
to articles. Comments will appear in a validation queue before being published on the site
- Users can
submit their own articles
. User-submitted articles need to be before being published.
- You can view
searching statistics
that can help you decide which articles should be featured or which ones should be updated.
- The
article editor
lets you edit articles using a WYSIWYG editor so it feels just like a word processor
-
Attachments
added to articles can also be published in the 'Downloads' section of the helpdesk
- You can set definitive keywords for articles, as well as
related articles
.
- Users can
subscribe
to knowledgebase articles or complete categories, and get
email notifications when articles are updated or new ones published.
Troubleshooters
Troubleshooters are there to guide users through an issue step by step. Each step can have multiple directions until finally they are presented with a
success message when the problem was resolved, or a failure message where you might suggest submitting a ticket.
- A great way to present step-by-step guides where results needs to follow different paths depending on the results of a step.
- Troubleshooters can have as many steps as you wish.
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