Built for Knowledge-Centered Ticketing
Improve customer satisfaction, service quality and operational efficiency by reusing knowledge
KnowledgeDesk Knowledge Management is a fully-compliant Knowledge-Centered Service (KCS) system that enables organizations to create, manage, search, share and use articles to resolve customer tickets. Use Knowledge Management as a standalone application to capture and reuse organizational knowledge, or use Knowledge Management with KnowledgeDesk's Help Desk to empower your service desk or customer service team.
Build a comprehensive, structured knowledgebase that enables your help desk or customer service organization to learn once and reuse multiple times rather than re-learning with each customer inquiry.
KnowledgeDesk provides structured templates for different article types to support your customers including issues, questions and references, and requests with each template providing the fields required to support your customer service process.
Using robust permissions, control which users can create, edit and comment on which articles and share selected articles directly with customers through the KnowledgeDesk self-service portal.
Features of the KnowledgeDesk Help Desk Software
KnowledgeDesk Help Desk transforms traditional customer support and help desk environments by empowering them to reuse and leverage knowledge articles as tools to resolve customer tickets, decreasing average time-to-resolution, decreasing organizational costs and improving customer satisfaction. Moreover, by reusing knowledge in the resolution of help desk inquiries, organizations are able to more quickly identify the root cause problems driving customer issues.
KnowledgeDesk Administration is the IT Manager's new best friend, providing robust capabilities to manage users and permissions; organization locations and structure; article and ticket configurations and assignments; service level agreements and priorities; and application branding.
KnowledgeDesk Service Management is an integral component that supports Knowledge Management and Help Desk capabilities by enabling organizations to create and manage services through their lifecycle.
Service Level Management
Create and manage service level targets and assign service level priorities to each article and ticket to govern automation of ticket handling, including routing, prioritization, due dates and escalations, and measurement and reporting of performance relative to service level commitments.