Overview
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Configure your HelpDesk+ bot to integrate with your preferred knowledge base. This allows for ticket avoidance and/or rapid ticket resolution by allowing your users to find documented answers easily. |
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Knowledgebase self-service support
Ticket deferment allows end-users the ability to find documented answers and avoid ticket creation or resolve tickets immediately.
Knowledge-based Knowledgebase integration is currently configured globally.
HelpDesk+ supports knowledge-base integrations with the following services:
How to configure integration support
Confluence knowledge-base services utilize custom domain names and require URL configuration. Other services are based on a single base domain name and are not customizable
Navigate to your account portal.
Click the Integrationssetting under HelpDesk+.
Ensure that the Add integrations for Helpdesk control are is enabled.
Select your preferred integration from the drop-down.
If applicable, enter the base URL for your knowledge-base knowledgebase service.
Click the Test integration URL button to perform a basic search and confirm the integration working.
Click the Save Settings button.
Advanced Confluence configuration
The following covers configuring confluence filters to generate a specific integration URL. The same method can be applied to other integrations supporting URL filters.
Navigate to Confluence.
Open advanced search.
Configure and apply relevant filters.
Enter a sample text
testin your search.Update the generated Confluence URL so that
&text=is the last query parameter in the URL. Also remove the value of the search query parameter (in this case,test). If the generated Confluence URL contains only the single query parametertext, then omit the ampersand character (&).Single query param example (simple search):
https://www.example.com/search?text=Multiple query param example (w/ filters):
https://www.example.com/search?filter1=on&text=
Copy that full URL as your Custom integration URL and save in your HelpDesk+ account portal integration settings.