Configuring knowledge base integrations

Owned by Megan Storie
Last updated: Aug 14, 2024 by Michelle Ruoff
2 min read

Overview

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.

Knowledgebase self-service support

  • Ticket deferment allows end-users the ability to find documented answers and avoid ticket creation or resolve tickets immediately.

  • 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

  1. Navigate to your account portal.

  2. Click the Integrations setting under HelpDesk+.

  3. Ensure that the Add integrations for Helpdesk control is enabled.

  4. Select your preferred integration from the drop-down.

  5. If applicable, enter the base URL for your knowledgebase service.

    • Click Test integration URL to perform a basic search and confirm the integration working.

  6. Click the Save Settings.

Helpdesk plus section to add KB integration

 

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.

  1. Navigate to Confluence.

  2. Open advanced search.

  3. Configure and apply relevant filters.

  4. Enter a sample text test in your search.

  5. 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 parameter text, then omit the ampersand character (&).

    1. Single query param example (simple search):
      https://www.example.com/search?text=

    2. Multiple query param example (w/ filters):
      https://www.example.com/search?filter1=on&text=

  6. Copy that full URL as your Custom integration URL and save in your HelpDesk+ account portal integration settings.

 

 

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