User's Guide

From subscription to ticket management,
all the basic information you need to get started with Deskero.

Knowledge base

The public knowledge base is a great way to streamline your agents work by giving your customer a quick and simply self service tool: here they can immediately find a solution to their problems, without even getting to open a ticket!   Of course, to become an efficient tool the knowledge base need to be edited and personalized: so, let’s get it started.

Add a knowledge base solution

Choose Knowledge base in the menu on the left.

Hit + Add a solution.

Knowledge base

Fill all the requested fields: Title of the item, Area (basically the main topics of your knowledge base system) and flag the Featured flag if you want to give to the solution a spotlight in your knowledge base. You should use it for new items or for bringing your customer attention to the most common issues.  

New knowledge base

Write the Text of your solution and add any kind of formatting.

Add some Tags to help the customers’ search.

You can add images, in order to create tutorial, and videos from YouTube and Vimeo.

Add an image from your computer by clicking the Insert image button, select it from the window that will appear and wait that the image loads.

Add a video by clicking the Insert video button, insert the link of the video.

Click Insert video.

Insert video

In case you need to attach a file to go with your explanation, as a support material, feel free to do so (but keep in mind the size limit is 10 MB).

 

Attachments

Hit Confirm to publish the solution.

Edit a knowledge base solution

Choose Knowledge base in the menu on the left.

Hit Browse

Knowledge base browse

Click on the knowledge base solution you want to edit.

Then click on Edit.

Knowledge base edit

Change what you need to and click on Confirm when you’re done.

Knowledge base edit

Delete a knowledge base solution

Choose Knowledge base in the menu on the left.

Hit Browse.

Choose the knowledge base solution you want to check and click on View all.

Find the knowledge base item you want to delete and click on the red Delete button.

Knowledge base delete

Click on Yes to confirm

Knowledge base delete

Share a knowledge base solution

Open the knowledge base item that you want to share.

Click on Share button.

Knowledge base share

Select if you want to share on Facebook or Twitter.

Knowledge base share

Whatever social network you choose, pick the account or the fanpage you want to post on.

Knowledge base share on Facebook

Knowledge base share on Twitter

Write the post or the tweet.

Click Confirm.

Knowledge base solution rating

Every registered user can rate a knowledge base solution.

Choose the knowledge base item, open it and click the Rate this solution button and choose the number of stars, from a 1 to 5.

Knowledge base rating

Knowledge base solution proposal

Every registered user can propose a knowledge base solution.

Choose Knowledge base in the menu on the left.

Hit + Propose a solution.

Knowledge base propose

Fill all the requested fields: Title of the item, Area (basically the main topics of your knowledge base system) and the content.

Knowledge base propose

Hit Confirm.

Agents can access to all proposals by choosing Knowledge base in the menu on the left and the hitting Proposals.

Knowledge base propose

Here there are all solutions suggested by customers.

Knowledge base propose

You can Delete it or Approve it.

You can also fist Edit it and then approve it.

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