The Wiki feature is a great capability within TeamSupport, but we often get a variation of the “What do we do with it?” question.
This help article will try to give you a few ideas of what we see the Wiki being used for. Please keep in mind that you can report against Wiki content and settings.
TeamSupport already has Knowledge Base tickets, but these are limited to ticket types. The Wiki is much more free form and can support embedded images and documents better than a standard ticket can. Ideally a Knowledge Base will have both tickets and Wiki articles.
The Wiki is a great place to create a Frequently Asked Questions (FAQ) document. You can mark the article as “Public” then simply link to the article on your web page. The article is hosted within TeamSupport and this lets you make changes to the FAQ document without having to deal with a webmaster or someone who has access to the main website.
At TeamSupport we use the Wiki when we are in the initial design phase for new features. The design document becomes a “living document” that all team members can edit and add their comments to. Of course, we can also put screen mockups and other details into the document as well.
Some Internal Fun
All work and no play makes customer service a dull place. The Wiki is a great place to have a little fun and can be treated as a virtual “bulletin board” for family pictures, office parties and other social events.
Most support departments have various technical documentation articles floating around. The Wiki can be used to consolidate these and when the article is marked Public the Tech Docs can be searched and viewed by your customers as well. Some good examples may be an on-site installation summary, installation/setup checklists, and so on.
Common Internal Documents
With the ability to create sub-articles, you can neatly organize vacation policies, travel policies, “what to do if” documents and many more.
Be creative! This feature is very flexible and designed to help better organize your operation.
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