Adding an Article to the Help Desk Software

The help desk software comes equipped with a wide range of features that improve how you relate to your customers who are requesting support. The Knowledgebase allows you to create detailed articles that help your customers through support issues without having to contact you directly. Even better, you can put up FAQ's in several different parts of the software, so that your customers don't miss the answer to a simple problem and contact you for support. Add an article is simple, just follow these instructions:

STEP 1: Sign in as a Staff Member or Admin

Sign in to the software to edit the articles, both Staff Members and Admins can add a new article. For a staff member, select Add New Articles. For an Admin, select Manage Articles and then Add Article.

STEP 2: Create the Article

On the Add Article page, enter the title, a summary, and the text of the article. You can use our WYSIWYG editor for this task, or you can enter the data in HTML format.

STEP 3: Configure Settings

The software allows you to setup categorys for organizing your articles. You can create more categories in the Manage Categories section. Select a category for the article, every article must be placed into a category. You can also create the article for an interest group, meaning only members of that interest group are able to access the article. You can setup articles so they are public, or you can have them display only to staff members. Finally, you can link the article to other articles by selecting them as related articles. To select more than one article or category, use ctrl-click.

STEP 4: Configure FAQ Settings

The system has 3 lists of Frequently Asked Questions, one on the main page, one on the Knowledge base page, and one which is a standalone FAQ linked off the Knowledgebase Page. You have the option of adding this article to any or all of these FAQ's, and you can enter a number to set the order it will appear in.

STEP 5: Setup Article Timing

Finally, you can configure the software to have the article expire on a set date. You can also have the software alert an admin before the article expires, keep in mind that you must run a Chron Job on your server in order to use this feature. Finally, you can set when the article will go Help Desk Software on the site and you can change the icon that will appear next to the article in the software.