Knowledge-base Ticket Deferment

Megan Storie Updated by Megan Storie

Configure your HelpDesk+ bot to integrate with your preferred knowledge-base for efficient ticket management. By doing so, your end-users will have the ability to find documented answers easily, which can help them avoid ticket creation or resolve tickets rapidly.

What to know

  • Integrating a knowledge-base with your HelpDesk+ bot can help reduce ticket volume by allowing users to find answers to their questions without having to create a ticket.

Ticket Deferment with welcome message

  1. Ensure that your knowledge-base is hosted elsewhere and is accessible by the bot. You can configure the knowledge-base integrations to achieve this.
  2. Invite the bot to the relevant channel where your users will interact with it.
  3. When a user sends a message to the channel, the bot will respond with a welcome message that includes a "search" button.
  4. Clicking on the "search" button will allow users to search for documented answers related to their query.

By using this feature, end-users can quickly access the information they need without having to create a ticket or wait for a response from a support agent.

How did we do?

Approval Routing

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