Is there a way to create a Workflow/Processflow
So that when the user has an issue it can provide an answer and have the ability to click on articles/PDF
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Posted by:
Hobbsy
5 years ago
Top Answer
Yeah probably neither the most comprehensive or helpful response from NK there........RTFM, really? LOL
So KACE used to use their own website for support and they had this down to a fine art, you can use a combination of the following:
Firstly configure your knowledgebase so that when customers search from within a ticket they are directed to articles that have potentially articles or PDF's attached.
Secondly, if you have a different repository of docs, you could now use the quick response options to paste in text to the ticket and in that text could be the url or location of the document
Thirdly you could have some ticket rules that are configured so when particular text is created an email of a standard template is sent back which contains links or url's etc.
What you are not able to do is to respond with an attached document.
I hope that is a little more informative and helpful than my learned colleague from KACE previously....
Comments:
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Ah ok thank you Hobbsy very insightful. I am in there as a HelpDesk role maybe the Kace admin can upgrade my role to be able to do that I'm kinda new to KACE but it looks like exactly what I wanna do! Thanks Again bud! - Cfelix438 5 years ago
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Greetings Hobbsy just an update, as HelpDesk staff role I do have permissions to do this Thanks again time to test! Have a great day! - Cfelix438 5 years ago
