This section lists all tickets that have been added to the Knowledge Base. Any ticket can be assigned to the Knowledge Base which allows both advanced portal authorized customers and the general public the ability to search and read these topics at anytime. The Knowledge Base is also a great place to segregate and display helpful information such as how to configure products or various protocols that should be followed. Adding tickets to the Knowledge Base is very easy. Simply open any ticket and check the box labeled Knowledge Base. To make this visible to your customers, check the box labeled Visible to Customers.  Each ticket comes with a set of standard editing tools which allows for any font/style editing desired. Here is a quick step guide on how to create a KB from a ticket and expose it to your customers: 1. Create a new ticket 2. Give the ticket a name. This will be the name of the article. 3. The ticket type can be anything - this does not matter. In some cases, our customers will create a ticket type called "KB". You can read more here on how to create ticket types. 4. Set the status to Closed. 5. Check the box for Visible to Customers and Knowledge Base. See screen shot above. 6. Write your content in the Description field. You can also attach files to the ticket which will allow your customers to download them. You can also insert custom HTML into the Description to embed images or add URL links to other locations. 7. Click Save & Close Tab button. Here is what a live KB article would look like:  In this example, "How do I create a new ticket via e-mail?" is the name of the ticket. |
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Knowledge Base |