Print

Knowledge Base

The NetHelpDesk Knowledge Base (KB) allows you to build up a simple, searchable text database of standard issue encountered by Agents and/or End-users, and their standard resolutions that can help in resolving problems that recur. Instead of knowledge being held primarily in your support staff's memories, it can be kept in the NetHelpDesk database for (potentially) all to benefit from. If support staff leave, or are sick, the knowledge is still accessible by your teams.

Look for the magnifying symbol (found top right of page) > Click Tickets > Articles:


Calendars 1


From here you can type to search any keywords that match the issue you are looking for.

Selected knowledge base entries can be added into FAQ (frequently asked questions) lists. These can be help organise articles into relevant pools, and articles can be added to multiple FAQ lists at the same time. All FAQ lists are set to private unless specifically specified to be made public.

To access these, please navigate to: Configuration > Knowledge Base > Configure FAQ Lists.

Calendars 1

The FAQ lists can be made available to end users via the self service portal (or web) interface. The end users can only search and view entries that are on FAQ lists that have been marked as public.

Calendars 1

PLEASE NOTE: All Knowledge Base entries are initially private, and viewable by Agents only. They are not visible on the Self Service Portal until they are added to a FAQ list, which has been nominated as a public list. Once added, the article will then appear in suggestions, and/or searchable in the portal search facility.


Existing entries in the knowledge base consist of:



Calendars 1

Adding a New Article by pressing ‘+’ next to the sort functionality on the Article Search.

Calendars 1


Searching the Knowledge Base


When first accessing the Knowledge Base, the search box facility is made available. The KB is full word indexed, for easy and more granular searching capabilities.

Enter the word, or words, you wish to search for and click on search.

For example to find entries which have the word "Excel" or the word "Novell" but contain the word ''Server", put:


Making a New Knowledge Base Entry

To make a Knowledge Base entry:


Knowledge Base Articles for End users' Self Service Portal

To make the KB articles visible on the self service portal (or web interface), certain variables can be added to the HTML pages' menu options. These are easily edited in Notepad, and won't require extensive HTML knowledge. If you can edit a Text Document, you will be able to edit easily. To do this:

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

  • Windows Phone

    Windows Phone

  • Android

    Android

  • iPhone

    iPhone

  • BlackBerry

    BlackBerry

  • Tablets

    Tablets

  • Windows

    Windows

Cookie Policy

We use cookies to enhance your experience on our web site. By using our website or closing this message, you are agreeing to our Cookie Policy.