Knowledge Base on Web

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Knowledge Management and News Feed

News Articles and Newsletter ManagementKeep your clients updated with company news and updates with the news module. Staff users can publish articles that will appear on the support desk home page and your support desk visitors are able to subscribe to news articles by entering their e-mail address. When creating news articles you may choose to send an e-mail newsletter out to the subscriber list, publish the article on the support desk or both. Articles can be syndicated into an RSS (Really Simple Syndication) feed made available to your visitors on the support desk home page.

Knowledgebase


Consolidate articles and FAQs using the knowledgebase module. Nested categorization allows articles to be organized and navigated neatly and intuitively in a tree-like structure. Used in concert with the Tickets module in SupportSuite™ and eSupport™, knowledgebase articles can easily be referenced when replying to a ticket with a few clicks. Articles can also be syndicated by category using RSS (Really Simple Syndication).



Troubleshooter Wizards
Automate problem troubleshooting such as installation of software or hardware or configuration of devices using the troubleshooter module. Under normal circumstances, the user's request for instructions might end up as a costly support ticket. With a troubleshooter wizard, users can solve their problem on their own by following predefined steps, questions and (eventually) solutions.

Download Management
Provide your users with important files such as drivers, printable documentation and articles with the downloads module. Easily track how many times each file has been downloaded by users, as well as manage comments made by users for each file. In addition, files can be password-protected for security. Files can be uploaded from a staff user's PC or linked from an externally hosted file for listing in the downloads database.