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Can you use the community to help you deflect tickets from your help desk?

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posted Jun 18, 2019 by Chandrashekar Sarang

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If your customers can find solutions to their questions or issues without contacting support, you can cut down on the number of tickets in your support queue. A shorter support queue can help increase customer satisfaction and control costs.

Providing a knowledge base is great way to help customers find solutions to problems on their own. This is referred to as ticket deflection and it's essential for scaling the support you provide to your customers.

Your Support plan includes Guide Lite, which gives you a branded customer-facing support site, called Help Center. Help Center is where you can publish knowledge base content, and it's also a place your customers can make support requests.

If you upgrade to Guide Professional, you'll have access to more advanced features, including theme customization and a community.

answer Jun 19, 2019 by Ruthvick S
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