Knowledge Base

Knowledge is power, or so they say. The sharing of information between your colleagues, and selected gems with your end-users can make everyone's lives easier, and ensure efficient use of support operator's time. All good help desk software solutions should have a Knowledge Base, and KBs are only as good as the information you put into them.

However, having one that works for you? We've taken care of that. NetHelpDesk's Knowledge Base allows full rich-text formatting of entries, and allows you to paste an entry straight from a ticket for ease of article submission.

The NHD Knowledge Base is full word indexed, so you can search for words or strings in its entirety, and share selected entries via the web interface for self service. What's more, like all other features, it's included as standard.


Record the tried and tested

Once a tried and tested way has been found to resolve an issue, record a summary of the issue, full details of what happened, scenarios and how it affected those involved. Then record detailed steps for resolution. This passing of information around your team can be done quickly, and allows them to share their experience and skills with other members.

Everything you publish to your NHD KB is automatically set to private, so that it for your team's eyes only. You can organise entries into FAQ lists as well.

You can then select what information is published to the web portal for your end-users to see, and allow them to self-diagnose and resolve as you want them to. You remain in full control of what they have access to.

Access the KB from Anywhere

The knowledge base is available throughout NetHelpDesk, to make it easy for a support person to add new and look up existing entries. The structure of the KB is based on simple, full text indexing of the entire knowledge base entry, not just on keywords. Links to fixed documents in the entry, external documents on your network or SharePoint, and web site articles can be added to the knowledge base quickly. Each entry is assigned a review date (based on a user defined interval), that allows the information to be reviewed an if necessary amended periodically.

Our product and company has developed over many years based on Customer feedback and requirements, so if there is another way you feel would help you in this area, feel free to speak with us about your ideas. We can usually add in new features quickly, and usually free of charge.

Just contact our team to discuss your requirements. If there are any features you would like to see added to our help desk software, just let us know. See our #ChallengeNHD Twitter campaign for more information.

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

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