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Issue deferment with knowledge-base integration

Streamline ticket resolution by enabling users to find documented answers quickly.

What’s it handy for?

HelpDesk+ users can optimize their ticket resolution process by integrating with a preferred knowledge-base. Our solution supports KB integrations with Confluence, Dropbox, Evernote, Google Drive, as well as an option for a custom service. It is useful for support teams, helpdesk administrators, and anyone involved in managing tickets and improving customer support. 

A few uses for this workflow:

  • Improve Ticket Resolution Times: users can easily search for documented answers, reducing the need to create new tickets and allowing for faster resolution times. 
  • Enhance User Experience: Empower your users to find answers to their questions quickly and easily with access to a knowledge-base through the HelpDesk+ bot.
  • Streamline Support Workflow: Centralize information and streamline the support workflow for your team. This can help reduce duplicate tickets, improve efficiency, and ensure consistent information is provided to users. 
  • Increase Ticket Deflection: reduce ticket volume and deflect tickets that can be resolved with documented answers, freeing up support resources for more complex issues.

To get started:

  • Navigate to your account portal.
  • Click the Integrations setting under HelpDesk+.
  • Ensure that the Add integrations for Helpdesk control is enabled.
  • Select your preferred integration from the drop down.
  • If applicable, enter the base url for your knowledge-base service.
  • Click the Test integration URL button to perform a basic search and confirm the integration working.
  • Click the Save Settings button.

See it in action:

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