Knowledge database and FAQ
HelpDesk contains both a knowledge database and FAQs (Frequently Asked Questions) to store closed tickets so that their solutions are easily accessible for support personnel as well as customers.
More Effective with Time
All ticket solutions are saved in a searchable database, to which support personnel and customers have constant access. The number of available tickets grows over time, leading to shorter handling times since no question need to be answered twice by the support personnel.
All solutions are saved in the knowledge database. Ticket operators can then search the knowledge database when registering new tickets or while working with pending tickets, in order to see if a solution has already been recorded for a similar ticket.
When closing a ticket, the operator in charge of it selects whether to save the solution in the FAQ or not. The FAQ is where customers search for answers before registering a ticket. It can help ease the workload for the support team as well as keep customers happy by giving them a quick answer. It is possible to create tickets directly for the FAQ.
You can create different FAQ lists for different customer organization. Each list will then only contain tickets relating to that particular customer, making the FAQ both more relevant and secure for all customers.