Self-service articles
Give users of your products a way to resolve some questions themselves by reading articles published on the support site. This reduces the load on the support team and increases the speed of resolving typical requests.
The support site shows Knowledge base sections. A three-level documentation structure is provided. You can create more nesting levels as well. On the support site those sections are shown in the general list at the third (lowest) documentation level.
Changes in Knowledge base sections are published on the support site immediately.
In the support site settings you can control the display of self-service articles:
| Option | Purpose |
|---|---|
| Show Knowledge base content on the support site | You can run several parallel support activities (for example, dividing them into categories or services served by different teams). This option lets you enable or disable display of the Knowledge base on the support site for this project or activity. |
| Access to the Knowledge base on the support site requires authorization | Use this option if documentation for this project must be shown only to authorized users. Otherwise, Knowledge base sections are available to everyone who opens the support site. |
| Template |
You can choose how Knowledge base articles are presented in the "Documentation" section on the support site. 1. Tile view is convenient for a small Knowledge base. 2. Tree view is convenient when there are several support projects, or when the Knowledge base consists of a large number of articles or deep nesting.
|
Next to an article there is an icon for downloading the article text and its child sections as a PDF document. This is convenient for a user who needs to take the information from the site.
To disable this option, you can add a constant in the file /var/www/devprom/htdocs/settings_server.php
define('SERVICEDESK_WIKI_DOWNLOAD_PDF', false);
Use by support engineers
Next to the article title there is a link to this article on the support site. Click the link to copy it to the clipboard and send the link to the client to read:
The Request form shows a "Documentation" tab, where the system dynamically selects Knowledge base or documentation sections that contain text similar to the text of the Request. This makes it easy to find the required documentation, study it, or find an article for the user and tell them about it.
Personalization for the client
Clients (users) can be linked to companies, and companies in turn can be assigned to specific support projects (or teams). In this case the client sees Knowledge bases only for those projects that require authentication and are linked to their company. This way you can show different articles to different categories of users. Knowledge bases of projects that do not require authentication are always shown to all visitors of the support site.
