Here you will learn how actually to make knowledge base work in your trouble ticket system. You can set a default knowledge base and the number of suggestions it will put in trouble tickets. To do this:
- Select TechSupport in the Settings menu.
- On the page that appears, choose the Default Knowledge Base that will be available for end users as well as TechSupport admins and TechSupport assistants in the control panel from Support Center -> KnowledgeBase.
- Choose the Default Support Knowledge Base that will be used to suggest trouble ticket answers to all TechSupport admins and TechSupport assistants. Clicking the necessary suggestion will automatically fill out answer box for the ticket.
Note: you can choose between other suggestions, edit and change your answer to make it most suitable for the question.
- Set the maximum number of suggestions to show in trouble tickets.
- Click Save.