Overview

Configure your HelpDesk+ bot to integrate with your preferred knowledgebase 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 knowledgebase is hosted elsewhere and is accessible by the bot. You can configure the knowledgebase 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 search 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.