Improved Knowledge Base Button and Going Back to Single Ticketing System

richard • 29 August 2024

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While we aimed to enhance our support center ticketing early last year, we made an error and instead of refining what was functioning well, we ended up breaking it!

Exciting Updates: Enhancing Our Knowledge Base and Support System
We're committed to getting things right this time. That's why we've brought in experts to completely rebuild our knowledge base, making it more intuitive and user-friendly. In addition to this, we're introducing an AI ChatBot that will help you find information using plain English, eliminating the need for exact keyword matches.
As part of our improvements, we’re streamlining our ticketing system by reverting to a single, proven platform. Currently, we have two buttons: "Admin Help Desk" and "Engineering Request." The "Admin Help Desk" will soon be renamed "Knowledge Base," and "Engineering Request" will become "Submit a Ticket." We're beginning to test this new setup with a select group of beta testers to ensure everything works smoothly.
You’ll also notice a new AI-powered ChatBot integrated into your management systems. This tool will assist you in finding the information you need by searching through our revamped system content.
We wanted to keep you informed about these upcoming changes so you're not caught off guard. Stay tuned for these exciting updates!

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