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Knowledge Base for HelpDesk Support Ticket

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$ 79.17

17.0 0
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Required Apps • Website (website)
• Discuss (mail)
• CRM (crm)
• Invoicing (account)
• Project (project)
• Sales (sale_management)
• Calendar (calendar)
• Contacts (contacts)
• Employees (hr)
Community Apps Dependencies website_helpdesk_support_ticket
Technical Name helpdesk_ticket_knowledge_base
License OPL-1
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Technical Name helpdesk_ticket_knowledge_base
License OPL-1

Introduction

The "Knowledge Base for HelpDesk Support Ticket" module, developed by Probuse Consulting Service Pvt. Ltd., is a robust Odoo add-on designed to enhance the efficiency of your helpdesk and support operations. It seamlessly integrates a Q&A-style knowledge base into your helpdesk ticket management workflow. This tool empowers your support team to quickly create new knowledge articles from tickets and to use existing knowledge to provide faster, more consistent answers to customers. It also gives customers the ability to search for solutions on their own, reducing the number of new tickets created.

Key Features

  • Quick Knowledge Base Creation: Allows your support team to instantly create new Q&A articles directly from a helpdesk ticket.

  • Efficient Searching and Replying: Enables support staff to search the existing knowledge base and quickly send a relevant article's URL to customers.

  • Article Management: Provides tools for the support team to categorize and tag knowledge base articles in the backend.

  • Customer Self-Service: Customers can view and search the knowledge base on your website and within their portal account before submitting a new ticket, promoting self-service support.

  • Two-way Visibility: Knowledge articles are visible to both your internal support team and external customers through the website and portal.

Benefits

  • Accelerated Support: Reduces ticket resolution time by providing easy access to a library of pre-written answers.

  • Consistent Information: Ensures customers receive uniform and accurate information from all support agents.

  • Reduced Ticket Volume: Promotes self-service, which can significantly decrease the number of incoming support tickets.

  • Centralized Knowledge: Creates a central repository for all support-related Q&A, preventing knowledge silos within the team.

Compatibility & Technical Details

This module is compatible with Odoo version 17.0 and is a community-level app. It requires several other standard Odoo applications to function, including Website, Discuss, CRM, Invoicing, Project, Sales, Calendar, Contacts, and Employees, as well as the community app website_helpdesk_support_ticket. The technical name of the module is helpdesk_ticket_knowledge_base. It is licensed under the Odoo Proprietary License v1.0 (OPL-1).

Knowledge Base for Helpdesk Support Ticket (Q&A)

Helpdesk Ticket System with Knowledge Base with Questions and Answers

THIS APP ONLY SUPPORT ODOO COMMUNITY EDITION

This app allows the support team to see and create/manage knowledge base of questions and answers for helpdesk support tickets.


Main Features:

  • Allow your support team to quickly create a Knowledge Base (Q&A) from the ticket in the backend.
  • Allow your support team to search existing Knowledge Base (Q&A) and quickly reply to your customers with the URL of the website for that Knowledge Base (Q&A).
  • Allow support team to set Category, Tags after creating Knowledge Base (Q&A) in backend.
  • Allow your support team to quickly create a Knowledge Base (Q&A) from the ticket in the backend.
  • Before submitting a support ticket allow your customer to view your Knowledge Base (Q&A).
  • Allow your customer to also view Knowledge Base (Q&A) in my account portal.
  • For more details about the helpdesk ticket app you can see the dependent app.
  • For more details watch the video in live preview and check below screenshots.

Menus Available:

  • Helpdesk
    • Knowledge Base
      • Knowledge Bases
      • Knowledge Base Categories
      • Knowledge Base Tags

Edition Compatibility:


Only Community

Knowledge Base (Q&A) - Category

Create Category for Knowledge Base (Q&A)

Configure Knowledge Base Category here. It will use to apply filter to your knowledge base quatation and answer.

Knowledge Base (Q&A) - Tags

Create Tags for Knowledge Base (Q&A)

Configure Tags to apply stronger search for related questions.

Create/Post Knowledge Base (Q&A) and Search Knowledge Base (Q&A) on Helpdesk Support Ticket Form

Support Team can quickly create/post into Knowledge Base (Q&A) and they can also search for already created Knowledge Base (Q&A) to give quick answers with URLs to customers.
Search Q/A Button : Use this to search your knowledge base questions.
Post Q/A Button : Use this to post your new question for knowledge base question.

Support Team can Post/Create New Knowledge Base (Q&A)

Team can design Questions and Answers and Save it for future support tickets.
Post Your Question Button : Submit your new question here and this question will be save for future use.

Support Team can Edit Knowledge Base (Q&A) in Backend

We can edit question and answer backend also.
URL : We can share url to other ticket users if they have the same query.
Category : Apply Category.
Tags : Add Tags.

Search into Knowledge Base (Q&A) directly from Helpdesk Ticket

Search your Questions and share your url to the customer.

Allow your Customer to Search in Knowledge Base before Submitting Ticket

This will allow your customer to quickly search in knowledge base and find answer. It is allow them to search by content and tags and allow customer to group based on category of knowledge based.

Knowledge Base (Q&A) Page for Customer

Customer can group by category and search Knowledge Base (Q&A) with tags, content and query.

Knowledge Base (Q&A) Page Form for Customer

Contact / Support
Introducing Probuse Consulting Services Pvt. Ltd.

If you need any help or want more additional features, you may contact us through:
Email: [email protected]
Website: www.probuse.com
Skype: mustufa_probuse

Probuse Consulting Service Pvt Ltd is an Software and Web development specialist which offers complete business application together. We are well experienced to provide a face for your business on the software and Internet level.

Probuse Consulting Service Pvt Ltd is a specialist in Odoo/OpenERP services and could give your business open source hand to drive.

Our Services

  • Odoo Implementation

  • Odoo Support

  • Odoo Customization

  • Odoo Migration

  • Odoo Training 

Odoo Proprietary License v1.0
This software and associated files (the "Software") may only be used (executed,
modified, executed after modifications) if you have purchased a valid license
from the authors, typically via Odoo Apps, or if you have received a written
agreement from the authors of the Software (see the COPYRIGHT file).

You may develop Odoo modules that use the Software as a library (typically
by depending on it, importing it and using its resources), but without copying
any source code or material from the Software. You may distribute those
modules under the license of your choice, provided that this license is
compatible with the terms of the Odoo Proprietary License (For example:
LGPL, MIT, or proprietary licenses similar to this one).

It is forbidden to publish, distribute, sublicense, or sell copies of the Software
or modified copies of the Software.

The above copyright notice and this permission notice must be included in all
copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT.
IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM,
DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE,
ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER
DEALINGS IN THE SOFTWARE.