Download DeskPROThe self-help tools in DeskPRO allow you to offer ways for your customers to help themselves. Providing great self-help information is essential for a useful helpdesk, and DeskPRO makes it easy to build rich collections of information.
Knowledgebase
The knowledgebase serves as an article database. Your techs build your knowledgebase by using a rich-text article editor, and can use an unlimited-depth categorization scheme to keep things organized.
- Searchable so your customers never need to browse for long before finding what they need.
- Your customers can submit feedback in the form of ratings and comments to help you improve your knowledgebase.
- Your team can view search statistics to determine which articles are most helpful and which need improvement.
- The rich-text editor means your team can author articles without needing to know HTML.
- Aid user searching by defining specific keywords or related articles.
- With email subscription features, users can choose to be notified whenever an article or category has been updated with new information.
- Unlimited depth categories is suitable for any organization scheme.
- Use usergroups to control access permissions to categories. Only show users what you want them to see.
Troubleshooters
Troubleshooters are step-by-step guides that walk your users through a particular problem. Using a troubleshooter is sometimes more useful than reading a static article because a user is only presented with content that is pertinent to their specific situation.
Techs build troubleshooters by defining choices that a user selects to advance deeper into the guide. Each choice changes which page the users sees until finally their problem is resolved or they reach the end of the troubleshooter.
- Unlimited depth of choices means your troubleshooters can be as long or short as need be.
- Your techs can use the same rich-text editor as used in the knowledgebase -- no HTML required.