TremenDesk News » knowledge base

Getting to Know the Knowledge Base

admin — Mon, 21 Jun 2010 15:55:24 +0000

With each TremenDesk account, you also get access to the TremenDesk Knowledge Base. From this section of your online help desk application you can quickly create, edit or delete new articles to help you clients and customers use your services.

To access your Knowledge Base, click on the Knowledge Base link in the top of your TremenDesk account. From there you will see all the various categories, if any have been created. If you click the “View” link, next to the category name, you can see all the categories created under that account.

Once you are inside of a category inside of your TremenDesk, you can easily create a new article for that category by clicking on the “Submit new article” link at the top of the page.

In the future, we will be covering all of the Knowledge Base features from within the TremenDesk self-hosted help desk. So stay tuned for even more Knowledge Base knowledge.

Help Desk Bundled with Gift Card

admin — Mon, 01 Mar 2010 16:58:51 +0000

Lunarpages, one of the world wide leaders in web hosting, and TremenDesk have teamed up for a special offer you can not miss out on. We have discussed before that TremenDesk comes for free with any of the Lunarpages Business hosting plans. However, Lunarpages has recently also started a gift card system – which will allow you to quickly and easily give both the Business hosting plan that Lunarpages provides and TremenDesk to somebody, today!

Who would not want the gift of web hosting for their birthday, holiday or anniversary? Lunarpages has made it really simple to purchase the Business hosting plan for just $22.95 per month and get some of these wonderful features.

3 FREE Domain Names
UNLIMITED Storage
UNLIMITED Data Transfer
$700 Free Bonus
TremenDesk Included ($419 value)
SSL Certificate & Dedicated IP Included

Be sure to check out this post from the Lunarpages blog to learn more about the fantastic gift cards Lunarpages can provide to you. This is a great way for you to get TremenDesk, the best hosted help desk, and Lunarpages – one of the best hosts on the planet for the webmaster in your life. Check it out, today!

Submitting a New Help Desk Article

admin — Mon, 08 Feb 2010 12:36:59 +0000

Adding new helpful tutorials or posts to your TremenDesk hosted help desk account, is a really simple thing to do. By following these six steps, you will have your FAQs or guides up in no time at all.

To submit a new knowledge base article:

Ensure that you are logged in.
Click Knowledge Base menu in the navigation bar.
Click Submit.
Choose the Category to file the article under.
Enter the article Title and Content.
Click Submit.

That is it. No magic, no confusion, just straight forward and easy to access controls for your creative content.

When adding new articles, I would often recommend you have some sort of basic outline in mind, when it comes to organization. You might plan ahead and get all your knowledge base categories planned out for your help desk before you start filling it up. This way your users should have an easier time going through your content and finding what they need to know.

TremenDesk is one of the best (if not the best) hosted help desk application out there today. Now knowing how to add new articles to the TremenDesk hosted help desk interface, you are ready to support your customers and answer their questions, even before they ask them.

Quality Control for Knowledge Base Articles

admin — Thu, 04 Feb 2010 14:32:14 +0000

TremenDesk provides several quality assurance features that your average help desk system does not. One of these features is the ability to edit a new TremenDesk help desk article before approving it to be posted. Here is how you can get that done.

To edit a new article before approving it:

Ensure that you are logged in.
Go to the Dashboard.
Click n articles link in the Articles Pending Approval sidebar.
Select Edit this Article from the dropdown menu next to the article that you would like to edit prior to approving.
Make the necessary editing.
Choose Approve from the Status dropdown.
Click Save to finalize changes and approve the article.

With TremenDesk, you have full control when it comes to publishing articles to the internal Knowledge Base, and doing your own quality control when it comes to seeing that they are top-notch when it comes to providing your customers with the information they need.

How to Convert a Article into a Help Desk Ticket

admin — Tue, 02 Feb 2010 16:17:55 +0000

TremenDesk is not just the best help desk, it is more than able to help you work through an issues you might have, even if those issues are not done on purpose. Let me explain.

Sometimes, customers incorrectly submit support tickets as knowledge base articles. To convert an article into a ticket and reject the original article:

Ensure that you are logged in.
Go to the Dashboard.
Click n articles link in the Articles Pending Approval sidebar.
Select Convert to New Ticket from the dropdown menu next to the article that you would like to convert to a ticket.
Click OK when you are asked whether you would like to proceed converting the article into a ticket.
Choose Approve from the Status dropdown.
Click Save to finalize changes and approve the article.
You will be taken to the ticket creation page, with the User’s Email, Subject, and Message fields pre-populated. At this point, you may make any changes to the ticket.
Choose a Queue to submit the ticket into.
Click Create to create the ticket.

You have now successfully turned that help desk knowledge base article into a help desk ticket. TremenDesk is ready, willing and able to help you with your customer services woes. Why not give it a shot today?

Submitting Knowledge Base Articles Help

admin — Mon, 14 Sep 2009 11:40:29 +0000

Every TremenDesk hosted help desk application comes with a knowledge base, where you can store tutorials, information, tips, FAQs and more about the services you are providing. Of course, that is only useful if you know how to submit new articles to that knowledge base.

To submit a new knowledge base article:

Ensure that you are logged in.
Click Knowledge Base menu in the navigation bar.
Click on the Knowledge Base category you want to submit the article under.
Click the Submit new article link
Choose the Category to file the article under.
Enter the article Title and Content.
Click Submit.

Once you have done that, your new article will have been submitted to the knowledge base so it can help both your staff and your clients get the answers they are looking for.

That is just one more reason why TremenDesk is the best hosted help desk out there today.

TremenDesk News » knowledge base

Getting to Know the Knowledge Base

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Help Desk Bundled with Gift Card

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Submitting a New Help Desk Article

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Quality Control for Knowledge Base Articles

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How to Convert a Article into a Help Desk Ticket

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Submitting Knowledge Base Articles Help

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