Issue Deferment with Knowledge-Base Integration

Streamline ticket resolution by enabling users to find documented answers quickly.

What’s it handy for?

HelpDesk+ users can optimize their ticket resolution process by integrating with a preferred knowledge-base. It is useful for support teams, helpdesk administrators, and anyone involved in managing tickets and improving customer support.

A few uses for this workflow:

Improve Ticket Resolution Times: users can easily search for documented answers, reducing the need to create new tickets and allowing for faster resolution times.
Enhance User Experience: Empower your users to find answers to their questions quickly and easily with access to a knowledge-base through the HelpDesk+ bot.
Streamline Support Workflow: Centralize information and streamline the support workflow for your team. This can help reduce duplicate tickets, improve efficiency, and ensure consistent information is provided to users.
Increase Ticket Deflection: reduce ticket volume and deflect tickets that can be resolved with documented answers, freeing up support resources for more complex issues.

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To get started:

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You can message the bot directly or you can type your question in any channel that has been configured as a support channel
Select the knowledge-base button to be connected to documented answers to your question

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See it in action:

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Issue Deferment with Knowledge-Base Integration

What’s it handy for?

To get started:

See it in action:

Was this tip useful?

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