Click--> Knowledge base
You can add all of the most frequent requests / questions about your services / products / etc. to the knowledge base. All clients should be notified to check for an answer in the Knowledge base prior to contacting your support via the Ticket system, as this reduces the work load for your support staff.
Firstly, you will need to setup a category for your Knowledge base articles.
When you have created a category, please select it (from the tree list on the left pane), and you will be able to add a new ticket by clicking Create an Article in this category. A new box will be shown, where you will be able to input a title and message body of your knowledge base article.
Your clients will be able to access the knowledge base via their Client area > Knowledge base on the main left menu.
Predefined replies are useful and can speed up your support response time greatly. If you notice that you have several similar replies that you are sending out to your customers, you can add them to the predefined replies area.
To create a predefined reply, you will need to select (or add) the corresponding category to add it to.
Then you will need to press Create a reply in this category.
A new box will be shown, where you will be able to input a title and message body of your predefined reply.
All predefined replies can be accessed when creating or replying to a ticket, via the Predefined replies list box.