Knowledgebase?

[leegcvcc]

I use Wordpress on Ubuntu to run a knowledgebase for staff and students. Students can view articles as it's public, but staff need to sign in with Ad credentials to view staff related content, so it is good.

 

I'm wondering what others are using for this type of thing? Loving some of the knowledgebases included in helpdesk systems but they all seem to have either public knowledgebases or private, no mix for different types of users.

 

How to do share how-tos and FAQs etc on your network for your users?

 

Thanks a lot

[jthompson]

We use the public one on our helpdesk. It only has a few key things on it and is generally there to help out people who are at home. Staff here would never consult FAQs off their own back: they always just email or ask us, so we have canned responses on our help desk system that we use a lot.

[mavhc]

I added ldap login to my internal wordpress site with a plugin, bit tricky making ldap over tls work, but it does now

[leegcvcc]

I added ldap login to my internal wordpress site with a plugin, bit tricky making ldap over tls work, but it does now

me too, but it's totally separate from any helpdesk systems and means another server to maintain, although probably works better for users, just not for me!

 

edit: This works well, but I have to maintain so many articles. I probably need to see hit rates on pages and rein it all in a bit, hence why the helpdesk integration seems more appealing. I'm also at a crossroads where i need to build a whole new wordpress site etc so a good time to look at options. cheers

Edited December 5, 2020 by leegcvcc

[leegcvcc]

We use the public one on our helpdesk. It only has a few key things on it and is generally there to help out people who are at home. Staff here would never consult FAQs off their own back: they always just email or ask us, so we have canned responses on our help desk system that we use a lot.

 

Thanks @jthompson . Is there a limit to Canned Responses in osTicket? I'm thinking of making Canned Responses, like you do, for staff content. There are staff who do look at my articles, but for the amount of work i do to keep it up to date etc, it probably isn't used as much as my efforts would like!

 

Are canned responses easily visible? If I have loads, would it be easily searchable from an agent perspective? I see you add to categories, so that would reduce large canned response items.

[Jay241]

Freshdesk is really good in the way that you can have a public Knowledgebase, but we also have our Freshdesk O365 SSO at our site. So we have certain article areas locked to staff who can sign in, as well as locked to Students who can sign in as well. Really easily filterable as to what you want to make/do.

[cw222]

We use Sharepoint to post guides and FAQs. It's what the majority of the organisation are using for their other work, so it seemed to make the most sense. A sharepoint site - and you can have wiki guides, videos and stuff all in there. Permissions are quite easy to manage too.

[Jcx500]

Folder in Staff Drive, has videos etc. Looking to change this when we move our helpdesk

[leegcvcc]

Thanks all

[JoeRogue]

We produced a Google Site and gave the link to staff, they need to login to their Google accounts to access the videos and articles.

 

We've now merged this with teaching and learning best practises which is working nicely.