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.

Prerequisites

Integrating a knowledge-base with your HelpDesk+ bot can help reduce ticket volume by allowing users to find answers to their questions without having to create a ticket.

Ticket Deferment

1. Ensure that your knowledge-base is hosted elsewhere and is accessible by the bot. You can configure the knowledge-base integrations to achieve this.

2. Enable Smart Search to prompt the knowledge-base self service support.

3. When a user sends a message to the channel, the bot will respond with a "Knowledge Base" self support service.

4. Clicking on the "search" button will allow users to search for documented answers related to their query.

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