Knowledge base on the portal, the app and tickets
Write the questions people ask and their answers once. They are offered while someone raises a ticket, on the portal's Help articles page and in the app. They are suggested to your team on each ticket, and sent to the requester in one click. A solved ticket can become a new article.
PLANSScale only
The problem it solves
- Half your tickets ask how to reset the same password or where the same form is.
- Each agent answers the same question in a different way.
- A technician finds the fix for an odd fault, and the next person starts from zero.
- You cannot tell which help pages help and which nobody reads.
How it works
- A technician or team lead opens Helpdesk > Knowledge Base and clicks New. They type the Question as people ask it, a Short Answer, Keywords and the Issue Types it belongs to.
- They choose the Audience (Everyone Who Can Raise Tickets, Customers, Internal Requesters, or Service Team Only), write the full Answer and click Publish.
- While a requester types the title of a new ticket on the portal or in the app, articles appear. Matching ones show under "These may answer it right away:". Yes, no ticket needed closes the form and counts a ticket avoided.
- On each ticket, the Articles button lists the articles that match it. Send (or Send to the Requester inside an article) posts a link with the short answer to the requester.
- On a solved or closed ticket, Write an Article starts a new one from the ticket's title and resolution. The article keeps the ticket in Written From Ticket.
- The Use tab shows Views, Helped, Did Not Help and Tickets Avoided; the filter More Unhelpful Than Helpful finds articles to rewrite.
Everything it does
An article
- Question, Short Answer (shown in suggestions, up to 240 characters), Answer, Keywords, Issue Types
- Audience: Everyone Who Can Raise Tickets (to start with), Customers, Internal Requesters, or Service Team Only
- Published or not; only published articles are shown outside the service team
- Entity: empty for every Entity, or one
- Can be translated into your other languages
Search
- Words of the question count most, then the keywords, then the answer
- Articles of the ticket's issue type, or its parent type, come first
- Up to 12 words of a search are used; small common words are skipped
Who reads what
- Customers' people read published articles for Everyone and for Customers
- Employees, students, parents and residents read those for Everyone and for Internal Requesters
- The service team reads every article, published or not
- Send to the Requester is refused when the article is not published for that requester
Where it shows
- Portal: Help articles in the menu, with search, topics and "Did this answer it?"; suggestions on the raise form
- The SmartMy Desk app: suggestions while raising a ticket, with Did this answer it?
- Back office: Helpdesk > Knowledge Base, and the Articles button on a ticket
- With AI on tickets, a suggested reply also uses the matching articles
Who uses it
TechnicianWrites and edits articles, sends them to requesters, and turns solved tickets into articles.
Team leadPublishes, rewrites the unhelpful ones and deletes old articles.
Customer, employee, student or residentReads the answers on the portal or in the app before raising a ticket, and says whether they helped.
Where you use it
- Web: Helpdesk > Knowledge Base; the Articles button on a ticket
- Customer portal: Help articles, and suggestions on the New ticket form
- The SmartMy Desk app: suggestions while raising a ticket (built and in testing, not in the app stores yet)
- Not offered: a public help site for people who are not signed in
What you control
Settings
- Audience per article: Everyone Who Can Raise Tickets
- Published: off for a new article
- Entity per article: empty, meaning every Entity
Notifications
- Send to the Requester posts a public message on the ticket, so the requester gets it like any reply
Questions
Can customers read articles without signing in?
No. Articles are shown to people signed in to the portal or the app, by their audience.Can we keep some answers for our team only?
Yes. Set the Audience to Service Team Only. Those articles are never shown on the portal or to requesters.How do we know an article works?
Each article counts Views, Helped, Did Not Help and Tickets Avoided. Filter More Unhelpful Than Helpful to find the ones to rewrite.Can an article be written from a ticket?
Yes. On a solved or closed ticket, Write an Article starts one from the title and the resolution. Check it before you publish it.Which plan has the knowledge base?
Scale.Related features
RAISING A TICKETRaise a ticket from the portal, the app or the officeCustomers and internal requesters raise tickets on the portal or in the phone app, and your office enters one for a caller or a walk-in. The form asks for the kind of issue, the place, photos, a time that suits, and whether it is urgent.CUSTOMER PORTALCustomer portal for tickets, without a login from the emailYour customers and requesters raise and follow tickets on the web. They get a list with plain status, the times you promised, the conversation, visits, the service report, and buttons to confirm or reopen and rate. A link in every ticket email opens the ticket without signing in.WORKING A TICKETPublic replies and internal notesEach ticket has one conversation with the customer and, beside it, internal notes only your team sees. When the customer answers a ticket that waits on them, it goes back to work by itself.MORE IN THE PRODUCTAI on tickets: summary, reply and resolution draftsAI reads a ticket and writes drafts for your team. They are a summary with the next step, a reply to the customer, the resolution note, and the issue type and priority. Nothing reaches the customer until a person sends it. It is off until you switch it on, and each request uses AI credits.PHONE APPThe requester appThe people who raise tickets use the same SmartMy Desk app. They raise a ticket with photos, see its status in plain words, reply, confirm the fix or reopen it, and rate the service.
See one of your own jobs run through it.
Tell us how a complaint reaches you today and what you bill for. We will show you the same job in SmartMy Desk.