When building a knowledge base, often one of the first considerations is where to store your information. Depending on your use-case, you might have considered a number of options that may have been influenced by historical choices in your organization or compatibility with other technologies. A popular choice, that we…
CategoryKnowledge Base
3 tips to improve SLA resolution time for your JSD powered service desk
Jira Service Desk (JSD) is a very popular solution for IT service desks across many industries. Service desks that love it often echo some of the following comments: Dead simple service ticket creation Convenient people tagging Seamless integration with Confluence (and other Atlassian suite products, for that matter), which is…
How to leverage AI to decrease frequently asked questions and enable help desk automation in Slack
For scaling enterprises that have internal support (IT) or client facing (Sales & Customer Support) teams that live in Slack, it’s almost certain that you’ve identified a problem with Frequently Asked Questions (FAQ)—causing reduced productivity and a backlog for your service team. Most likely, you have enacted a number of…
Designing your support desk to maximize ticket deflection
Ticket deflection is when a customer service or IT helpdesk ticket is avoided by way of a self-serve help mechanism. This means that an employee will be able to solve their own issue without requiring the intervention of a support professional or a service ticket being created. By allowing your…
New Year’s Resolutions for IT, Customer Success and People-Ops Managers
Many of us use the changing of the calendar to make positive adjustments in lifestyle. Whether it’s getting more exercise, quitting smoking or making an effort to live life to the fullest, a new year’s resolution is an opportunity to make a change to be the best version of yourself.…
Should you create an internal corporate wiki to store knowledge?
Wiki has emerged as a ubiquitous term for internet-based knowledge. So many people use this as a term to describe knowledge stores across use-cases. Often, the term wiki gets dragged into corporate settings when really it has no place for companies of any material scale. Great for TV series… not…