Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Knowledge Base Settings and Options

• Click 'Admin Panel' > 'Settings' > 'Knowledgebase'

Admins and staff can create FAQs which can be published in the client portal for end-users.

FAQs help end-users find answers for frequently encountered problems. Apart from improving your customer service, this also means support staff can prioritize their time more effectively.

• FAQs can be made available for everyone, or only to admin/staff members. See Manage Knowledgebase for a description on how create FAQs.

• The settings in this interface determine whether or not the 'Knowledgebase' tab will be available in the user web portal.

• Administrators can also configure whether 'Canned Responses' should be made available.
  

Configure knowledge-base settings

• Make sure you are in the 'Admin Panel' (see the last link on the left)

• Click 'Settings' on the left then 'Knowledgebase'

• Knowledge Base Status: Makes FAQs available under the 'Knowledgebase' tab in the client portal. See Manage Knowledgebase for help to create categories and FAQs.
  

• Canned Responses: If enabled, admins and staff can use canned responses when replying to tickets. See Canned Responses for more details.

• Click 'Save Changes' to apply your changes.