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.

Ticket Deferment with a welcome message

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. Invite the bot to the relevant 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.

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

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