Knowledgebase

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.


5 persons found this article helpful.


Was this article helpful?

Yes No
Sorry about that

You Should Also Read

Configuration HOT

Manage tickets HOT

Email Messages HOT

Departments HOT

RSTickets!Pro Menu Items