FAQ Hot Links
Not THAT service request AGAIN! Yes, it is… Not a problem in Web Help Desk. Within a couple clicks, an IT agent can query a knowledge base article that resolves the request and injects a hot link to the FAQ right in the trouble ticket note.
Demand driven knowledge base article submission. As IT agents notice repetitive service requests that require the same resolution path, they may submit a service request and its resolution to be reviewed and included into the knowledge base to share with all or a even a select and limited audience. The Knowledge Base Manager can review and update these unapproved knowledge base articles before posting them to the selected audience.