Self-Service
Allowing users to find answers or solutions independently without direct support.
What is self-service?
Self-service allows customers or employees to find answers and resolve common issues on their own, without contacting a support agent.
How does self-service work?
A self-service system gives users access to resources such as FAQs, knowledge base articles, and troubleshooting guides, helping them solve problems whenever they need to.
For example, an employee who cannot access their email can follow a troubleshooting article instead of raising an IT support ticket.
Benefits of self-service
- Faster resolutions: Users can find answers without waiting for support.
- Fewer support tickets: Common questions are resolved independently, reducing repetitive requests.
- Better agent productivity: Support teams can focus on complex issues that require their expertise.
- 24/7 access to information: Users can find solutions whenever they need them.
How does Desk365 support self-service?
Desk365 offers a built-in knowledge base and support portal where customers and employees can find answers without raising tickets. It supports both external customer support and internal teams such as IT and HR.
Organize articles: Group solutions into categories and folders, and arrange them using drag-and-drop controls.
Create and publish content: Draft articles for review, then publish them with images, videos, and attachments.
Control access: Make articles available to all visitors, signed-in users, specific companies, or designated agent groups.
Share solutions easily: Share article links, let customers print articles, and customize article feedback settings.
Learn how to set up a knowledge base in Desk365 or explore Desk365’s knowledge base.
