A knowledge base that grows from the tickets you resolve
Each customer’s desk keeps its own knowledge base: articles with versions and search, suggested to agents and employees on a ticket, and created from a resolved ticket so the fix is written down once.
Who uses it
- IT agent
- Desk manager
- Employee
What it does
- Articles with versions, kept per customer.
- Search across the articles.
- Suggested articles on a ticket.
- An article created from a resolved ticket.
How it works
- Resolve a ticket and create an article from it.
- Edit and publish; each change is a new version.
- The article is suggested on the next ticket like it.
The controls that protect it
- Every version is kept.
