Helpdesk (Legacy)

This forum pertains to our helpdesk features and tickets. Please see our other forums on the right sidebar for feedback pertaining to other areas of our product.

When writing your suggestion, please be sure to include:

  • any relevant details about your business case for your suggestion
  • the obstacles your suggestion would help you overcome to gain the most value from UserVoice.
  1. Share in read-only mode a knowledge base article with a non-Admin user

    Accessing the Knowledge Base articles (for editing or reading) requires an Admin account.
    During the review process (prior to publication) it should be possible to share ib read-only mode draft articles with various reviewers (users) that do not have access to the console as Admin.

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  2. print a knowledge base article

    The knowledge base module displays article with 2 columns.
    It should be possible to collapse them or to print the content of the article itself without the 2 columns (default situation if we use the browser printing option).

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  3. 1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  4. Add a filter for shared ideas in my feedback

    It would be useful for users to have a easy tool (filter) to find recently submitted ideas. There are a fair few users that vote on ideas, comment on ideas and suggest ideas and I feel like it would be useful to be able to choose an option from a filter in the my feedback page to be able to filter only submissions excluding all the votes and comments that the user has made.

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  5. Linking Articles to other Articles

    Add the ability to link Articles.
    ex:

    Adding a user to your <product site>
    (Article description info......)

    You might find these related Articles helpful:
    <link to a related ticket 1>
    <link to a related ticket 2>
    <link to a related ticket 3>

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  6. Multi-lang support for articles

    Anyone who provides a service to multi-languages needs to have a multi-language Knowledge Base. By allowing each article to have multiple translations, users would be able to read through the knowledge base in their respective language.

    Today UserVoice offers the ability to have a KB in a plenty of languages – but you can only choose ONE language.

    If you have a multi-language website, vote on this.

    274 votes
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    52 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  7. Sub-categorize Knowledge Base Topics

    Ability to sub-categorize Knowledge Base Topics

    143 votes
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    32 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  8. Salesforce Solutions integration

    Link/Integrate the Knowledge Base with Salesforce Solutions and Knowledge Base

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  9. Be able to create multiple Knowledge Bases on the same account

    Sometimes customers are supporting multiple products. Having all the articles in the same Knowledge Base can be confusing and even overwhelming for users who are only using say 1 product.

    Ideally, admins would be able to create multiple Knowledge Bases (similar to what you can do with Forums).

    Along with that would be allowing admins to restrict a widget to a single Knowledge Base which you can also do with Forums.

    180 votes
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    41 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  10. Article Insights & Statistics Report

    Allow admins to view overall statistics of knowledge base articles. Total views against number of people who found it useful, etc. in both report and dashboard views for each article/topic.

    * # of people who found it helpful
    * # of times reported inaccurate
    * View count (or unique views)
    * Times has shown up in search results
    * Times used as an Instant Answer
    * Times used as a Canned Response
    * Created date
    * Last updated date
    * Published/Unpublished

    125 votes
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    10 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  11. Add keywords to articles to improve search results

    It would be nice to add keywords to the knowledge base articles so that customer searches could return more relevant articles.

    I have started to put keywords at the bottom of our knowledge base articles and it improves searchability greatly but it would be better if they were hidden from the customer.

    61 votes
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    8 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  12. Attach files to Knowledge Base Articles

    We currently have all of our documentation in the form of PDFs. It would be a huge PLUS if we could attach files (other than CSVs) to Knowledge Base articles.

    43 votes
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    9 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
    Carter Gibson responded

    Hey there! We recently added the functionality to embed PDFs, images, videos, and just about whatever else you need. You can read all about it here: http://goo.gl/20U3H

    We’re still looking into hosting the files to allow attachments :)

  13. Provide admin bulk editing for Knowledge Base articles

    It would be a huge time saver if you had bulk editing functions for KB articles. Being able to select several or all articles and change sections, published/unpublished status, and delete would be phenomenal. It would also reduce your support requests to have this done by a dev!

    38 votes
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    3 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  14. Allow admins to preview unpublished articles on the Web Portal

    Allow logged in admins to see unpublished articles via the public portal.

    We have a team who create articles and others who proof read and approve articles. The second group of people want to see the article as it will appear when public.

    It would be great to be able to give them the article URL - or a different URL if you like - which will show the article is it would be if published through the public portal whilst the article is still unpublished.

    If it's just the normal article URL: what happens now when you visit an…

    9 votes
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    1 comment  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  15. Provide ability to add a featured image for a topic

    Provide ability to add a featured image for a topic

    3 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  16. Add rich content on the topic summary page so it's not just a list of articles

    I'd like to be able to add content to the topic page. That way we can use the topic hub as a jumping off page to all the content for that topic.

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  17. 1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  18. Customize Saved View Notifications

    Can we change the occurrence of our saved view notifications?
    We have some views which we plan to review once with our sprint (every two weeks) can I change the notification to reflect this?

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  19. Be able to add "alt" text for images

    For accessibility, admins need to be able to add "alt" text to images. While they can do this via HTML, adding a way to do this easily when first adding the image would be ideal.

    1 vote
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Helpdesk (Legacy)

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