There are many customer issues that can have the same answer. This is where a Knowledgebase comes into place. A staff member can simply build an article regarding a common issue and publish it, thus whenever a user submits a ticket regarding this issue, the staff member can just search through the knowledgebase (integrated AJAX search) upon adding a reply.

The Knowledgebase can also be displayed using a menu item, so users can read through, before submitting a support ticket, thus reducing the staff members workload. A good knowledgebase will save you valuable time.

Basically, the knowledgebase is composed out of articles. Similar, to the standard articles, RSTickets!Pro has also incorporated a category-subcategory structure for articles, thus you can easily differentiate between articles from different departments. A front-end listing of a knowledgebase layout can be seen in the screenshot below:

Accessing the Components > RSTiclets!Pro > Knowledgebase will open up the Knowledgebase control center. Here you can create new categories and knowledgebase articles.

Creating a category

Upon editing or adding a new category, you will be presented with the following options:

  • Category: the actual name of the category that is to be added.
  • Parent: this can be a no-parent category or a sub-category.
  • Description: a WYSIWYG area that can be used for adding a description.
  • Icon: each category can have a image icon. This will be automatically resized to 48px width.
  • Meta description
  • Meta keywords
  • Private: Yes / No - enabling a category to be private will make it available only for staff members
  • Published: Yes / No
Adding a knowledgebase article

Upon editing or adding a new article, you will be presented with the following options:

  • Article Title: the article title
  • Category: the category that the article will belong to
  • Text: WYSIWYG editor area for easy text writing
  • Meta Description
  • Meta Keywords
  • Private: Yes / No - if set to yes, the article will only be visible to staff members
  • Published: Yes / No

Note: Tickets conversation can be converted to articles! Find out how this is done here.

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