Overview
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
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Ticket Deferment with a welcome message
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Ensure that your knowledge - base is hosted elsewhere and is accessible by the bot. You can configure the knowledge-base integrations to achieve this.
Invite the bot to the relevant channel where your users will interact with it.
When a user sends a message to the channel, the bot will respond with a welcome message that includes with a "search" button.
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 creating a ticket or wait waiting for a response from a support agent's response.