Knowledge Base Software

External Empower your community to easily seek, self-serve, and vote on robust, rich text knowledge base articles. Sort your knowledge base into searchable silos of service, providing a conduit for clients to find important information and self-resolution. A web accessible knowledge management solution gives your clients the means to be self-sufficient, freeing more time for IT staff to tackle other challenges.

Internal The Web Help Desk knowledge base management software provides functions to broaden or restrict access to your internal knowledge base articles, away from your external customers and end-users. Internal, proprietary information can reside within a knowledge article accessible only to the group of technical staff that you grant to have visibility.

Web Help Desk offers demand-driven knowledge base article submission. As IT agents notice repetitive service requests that require the same resolution path, they may submit the service request and its resolution to be reviewed and included in the knowledge base to share with all or a select audience. The knowledge base manager can review and update these unapproved knowledge base articles before posting them to the selected audience.

You can embed videos and attach files and user rich text formatting.

A picture is worth a thousand words, and an embedded video in your knowledge base a­rticle is worth a thousand unsubmitted tickets. Robust, feature-rich knowledge base articles can help greatly increase the success of self-service resolutions.