ITarian

Knowledge Base Settings and Options

• Click 'Admin Panel' > 'Settings' > 'Knowledgebase'

Admins and staff can create FAQs which can be published in the client portal for end-users.

FAQs help end-users find answers for frequently encountered problems. Apart from improving your customer service, this also means support staff can prioritize their time more effectively.

• FAQs can be made available for everyone, or only to admin/staff members. See Manage Knowledgebase for a description on how create FAQs.

• The settings in this interface determine whether or not the 'Knowledgebase' tab will be available in the user web portal.

• Administrators can also configure whether 'Canned Responses' should be made available.
  

To configure knowledge-base settings

• Make sure you are in the 'Admin Panel' (see the last link on the left)

• Click 'Settings' on the left then 'Knowledgebase'

• Knowledge Base Status: Makes FAQs available under the 'Knowledgebase' tab in the client portal. See Manage Knowledgebase for help to create categories and FAQs.
  

• Canned Responses: If enabled, admins and staff can use canned responses when replying to tickets. See Canned Responses for more details.

• Click 'Save Changes' to apply your changes.