Ticket Helpdesk How-To: Create and Update KnowledgeBase

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Knowledgebase or FAQ is publicly available to all helpdesk users to encourage their self-service, before evening creating a ticket.

It is advised to publish latest information and answers of common questions here.

ticket helpdesk knowledgebase listing screen


ticket helpdesk knowledgebase faq screen

Anyone can try look for the information they need before creating new tickets. FAQ can be grouped into different “Categories” to help searching, and thus enhance information clarity.


To create or update a Category,

[MENU] > Knowledgebase > Categories

ticket helpdesk knowledgebase setup category


To add, update or delete individual FAQ entry,

[MENU] > Knowledgebase > FAQ

ticket helpdesk knowledgebase setup faq


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