Help Desk Knowledge Base

An intuitive help desk knowledge base and Knowledge Management system that helps resolve end-user issues and requests, resulting in improved operational efficiency, reduced costs, and an improved end- user experience.

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Knowledge in service of productivity

Creating a knowledge base with Service Management is easy and seamless! It integrates perfectly with the service catalog to provide a complete experience for both agents and end-users.

Watch: Creating a Knowledge Base with InvGate Service Management

Rich-media editor

Enhance the user experience by crafting visually appealing knowledge base articles using a robust editor with various multimedia resources. Engage your audience with videos, audio clips, and other elements that provide a deeper understanding and improve the performance of your agents while maintaining brand consistency.

Multi-level knowledge base

A help desk knowledge base that caters to the needs of all users by providing articles that are tailored to end-users and promote self-service, as well as articles that assist IT support agents in gathering information about the requests they are working on.

Role-based administration

Set different roles and permissions for those who can create and edit articles, ensuring that the information is accurate and up-to-date.

UX/UI

Get the answers you need, whenever you need them

Accessing Service Management’s Knowledge Base is easy and convenient. When an end-user creates a request, the system recommends relevant articles to help them solve the problem on their own. For agents, articles are conveniently displayed as they work on a request, ensuring that they have easy access to the information they need. With the knowledge base always at their fingertips, both end-users and agents can find the answers they need in no time.

Support

Receive feedback

Maintain quality and usefulness of help desk knowledge base articles by receiving feedback from end users, and analyzing them together with view counts and more usage statistics.

Benefits of InvGate Knowledge Base

InvGate Service Management’s Knowledge Base will help your company to up its IT support game. Thanks to the 24/7 availability of knowledge articles, end users can help themselves whenever they need to. End users are also helped by available knowledge while filling out self-service tickets, with InvGate Natural Language Technology used to offer up relevant knowledge articles that might allow them to self-help rather than having to wait for service desk assistance.

Increased speed of service restoration

If end-users can help themselves through self-help then it will most likely be a quicker resolution than calling or emailing the service desk. IT support personnel will be able to provide speedier solutions too. This is particularly beneficial to members of staff who might still be learning the ropes.

Discover other Service Management features

Everything you need to provide outstanding service.

Help Desk Knowledge Base

Knowledge in service of productivity

Rich-media editor

Multi-level knowledge base

Role-based administration

Get the answers you need, whenever you need them

Receive feedback

Benefits of InvGate Knowledge Base

Increased speed of service restoration

Cost reductions and time savings

Improved customer satisfaction

Improved staff morale and retention

Increased speed of service restoration

Discover other Service Management features

Ticket Management

AI-Powered

Self-Service

Workflows

AI Virtual Agent

Analytics

Knowledge Base

Change Management

Problem Management

Automation

ITIL

SLAs

Gamification

Multiple departments

Check out InvGate as your ITSM solution

Clear pricing

Easy migration