Knowledge base

The Knowledge base is the repository of the internal knowledge of the company and is easily accessible.

It is accessible by the agents from the Service Desk and for the users from the Web Portal.

  • HTML Ready.
  • Create Multiple Knowledge Bases and Custom Permissions.
  • Attach Documents to Every Article.
  • Add Tags to Articles for Improving Search Accuracy.
  • Email Knowledge Articles to Users (They Can Read the Article without enter the System).
  • Strong Integration with the Ticketing Solution Both For Agent and End-User.
  • Auto Prediction of Solution when the User is Creating a Ticket.

Knowledge Base Management
Solutions attached directly in the Ticket
Email with a Link to the Solution in the Knowledge Base
Custom knowledge libraries

Custom Knowledge Libraries

Organize the database in knowledge libraries or in questions/ answers (FAQ).

Knowledge base tree structure

Tree structure

Topics in the knowledge base can be easily organized in a tree structure.

Knowledge base html editor

HTML

Edit topics via HTML editor. Link topics with each other or with attached documents. Also include external links inside the knowledge base articles.

Knowledge base html with images

Images

Include images from the clipboard or a file.

Knowledge base solutions in tickets

Attach Solutions in to the ticket

Search and attach the solution to an incident or problem by accessing the Knowledge Base directly from the ticket.

Create knowledge article from ticket

Knowledge from the tickets

Easily generate new solutions from tickets that contain incidents or problems that have already been resolved.

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