Knowledge Base + Canned messages

[vzeman]

We are currently working on new module - Knowledge Base + Canned messages

I would like to start a discussion about features, which users needs.

Here is what we plan to implement:

- We will try to integrate KB with predefined messages, user's comments and ratings of answers.

- Agents will be able to define, if the KB items will be private (just owner can see it), internal (all agents can see it) or public (also customers can see it)

- KB items will need to be aproved by admins or agents before they will be displayed to customers

- Content of knowledgebase will be generated in SEO friendly way (each KB item will have also META description definition)

- Each KB item can contain also attachments. In case agent will use content of KB item as predefined answer, also attachments will be added to mail automatically

- in predefined answers can be used variables like customer_name, customer_email, agent_signature and similar

- user will be able to make full text search queries into KB

- during typing of new ticket by user, system will analyze his text and offer the most similar answers from the system before ticket will be submitted

- after user will submit new ticket, system will try to find similar answers from knowledge base and send them in mail to user (maybe one of them will resolve user's problem faster as agent answer ticket)

- agent will see similar KB items to ticket before he will start to answer ticket

If you know about feature, which should be in new Knowledge Base module, please let us know.
Your input is for us valuable.

Thank you.

Viktor

[vtonya]

Very good ideas,
don't forget about premade answeres on often repeats questions, please, its very useful!

And when a new version is planning to be released?

[vzeman]

Hello,
We release each week minimum one new release with all new features and bug fixes.

Knowledge Base will be released in 2 weeks (if development will follow plans)

Viktor

[Roger]

Has the knowledge base module been released? If not, is there an expected release date?

Thanks,
-Roger

Hello Roger,

Just these days we are working on this module.
It was delayed by more customizations requested from us by our customers.
Now we continue in regular development.
You can see also in our changelog, that we release new and new features every week.

Viktor