Tag / knowledgebase

What's New in the HelpDeskSAAS? New features for chart & report creation, enhanced knowledgebase article editing, four different layout design schemes, and much more. On May 01, 2011, HelpDeskSAAS introduced Release 3 of its product line. HelpDeskSAAS Software Version 3.0 provides important updates for chart and report creation, numerous data mapping enhancements, new features for knowledge base editing, almost totally new layout design, support for the latest versions of major browsers, much more! You can access the new release using your current login credentials and learn more about...

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First call resolution and resolutions within the help desk are two measurements that will show you how you're help desk process is successful. If your first call resolution is as low as 50%, you'll find frustrated users, since one in two don't get the help they need as quickly as they should. Some of the best help desks have first call resolution that exceeds 85%. If you find yourself on the low side of first call resolution, you may need an efficient knowledge database (features) for creating, auditing, and using standardized solutions to end user problems. This will not only help boost first...

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What HelpDeskSAAS release 2.0 brings to you? Besides the usual and ordinary improvements and fixes, the release 2.0 has introduced a several new features, which can help you to customize your help desk software: Manage access to knowledge base categories - The permission-based category access allows you to assign permissions for access to each category by client's organization or group. Customize ticket rating - Ticket rating allows your customers to rate the responses they get to tickets and this then allows you to monitor how pleased your customers are with the support they receive from...

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According to the most widely accepted definition, a knowledge base is: - A collection of facts, rules, and procedures organized into schemes, - The assembly of all other information and knowledge of a specific field of interest. Information centers maintain knowledge bases that store possible solutions and comments about problems previously solved. Accordingly, a knowledge base used in a help desk environment for a customer support contains information about common problems, incidents, customer requests and their solutions. Such a knowledge base captures and organizes problem-solving information...

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HelpDeskSaaS software version 1.7 released - 06/24/2010 HelpDeskSaaS.com releases a new version of its help desk software as a service with a set of convenient improvements and upgrades. You can find out more about this product here. The main new feature is the ability to create and share the knowledgebase. Create and share a Knowledgebase The knowledgebase allows you to create a collection of commonly asked questions and their answers. You can group these into categories and set them to be either visible or private (support stuff only). The client area offers the user the choice of browsing...

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