Jitbit Helpdesk includes a knowledge base module out of the box, an essential feature for any helpdesk software. Having a good knowledge base is a win for everyone – your clients will find the information they need faster and you will have less tickets to deal with every day.
We made the knowledge base dead simple – you can publish any ticket to it with just a single click, after that you can easily edit the published article, add images and other rich content, include file attachments, tag the article and assign it to a "category", to make sure your users find it easily.
That's not all. When a user wants to submit a ticket and enters the subject we automatically pull suggestions with similar articles from your knowledge base. Answer a question once, publish it to the knowledge base, never answer it again. It really works, we use this feature ourselves all the time.
We use a sophhisticated AI powered suggestion algorithm that utilizes the latest NLP (natural language processing) tech. It also looks at your knowldge base tags, and analyses article content.
You can also have private articles in your knowledge base - the ones that are open only to "technicians" and administrators. Make it your company's internal Wiki, store all the info you need and all your employees will be able to easily locate it.
By the way, if a KB category is marked "for specific users only" - only these users will be able to browse KB articles in that category
Jitbit can automatically send out emails when you add or update an article in the KB. The email is sent to all "technicians" who have access to the article category. Simply enable the "Notify technicians in a category when a KB article is created or updated" setting in the Admin panel - "Email settings"
We've added the knowledge base feature because we value everyone's time - ours, yours, your customers and end-users. It's a huge time saver - just publish the needed tickets for public use.
The knowledge base is a standard feature included into all Jitbit Helpdesk editions.
Last updated: 3/22/2018 more Helpdesk Ticketing System whitepapers