Overview

Configure your HelpDesk+ bot to integrate with your preferred knowledge base for efficient ticket management. By doing so, your end users can find documented answers quickly, which can reduce ticket creation and help resolve the tickets they’ve already created.

Ticket deferment with a welcome message

1. Ensure that the bot can access your knowledge base. You can configure the knowledge base integrations to achieve this.

2. Invite the bot to the channel where your users will interact with it.

3. When a user sends a message to the channel, the bot responds with a welcome message and a Search button. This helps users search for documented answers related to their question.

This feature allows end users to access useful information without creating a ticket or waiting for a support agent's response.