netwise99 Posted September 17, 2013 Report Posted September 17, 2013 It would be nice to have a simple FAQ Plugin, like Portal & Downloads ... A well populated FAQ can often save on tickets being opened and also improve customer experience. Just makes sense for Blesta to have one :-) Thoughts? Bob Quote
Michael Posted September 17, 2013 Report Posted September 17, 2013 They are looking into improving the support manager plugin soon, they have a list of items not sure when or what will be included but they are looking for a articles per ticket content. So if I typed "how long does" results under the ticket show: How long does DNS take to update? ..... How long does it take to set-up my service? ..... If I'm correct that is mate. Quote
MemoryX2 Posted September 17, 2013 Report Posted September 17, 2013 They are looking into improving the support manager plugin soon, they have a list of items not sure when or what will be included but they are looking for a articles per ticket content. So if I typed "how long does" results under the ticket show: How long does DNS take to update? ..... How long does it take to set-up my service? ..... If I'm correct that is mate. That would be awesome Quote
hostingDifferent-Scott Posted September 18, 2013 Report Posted September 18, 2013 Yep, great addition. Quote
Ken Posted September 18, 2013 Report Posted September 18, 2013 They've already said they plan on building a knowledge base module and I'm sure that include everything requested in this thread. It will be interesting to see if the support module and knowledge base module tie into each other like described by CubicWebs. Abhineet 1 Quote
Abhineet Posted September 18, 2013 Report Posted September 18, 2013 It will be interesting to see if the support module and knowledge base module tie into each other like described by CubicWebs. Yeah, clients will get their answer(s) instantly if they forgot to check the Knowledgebase. Quote
FRH Dave Posted November 3, 2013 Report Posted November 3, 2013 Bumping this. I know you guys have been working hard on the WHMCS import module. Any ETA on the knowledgebase? Quote
Paul Posted November 3, 2013 Report Posted November 3, 2013 The KB is moving up our priority list, and is tentatively scheduled for version 3.2. I don't have an ETA yet, but 3.1 is in active development and we are aiming for a beta release by the end of this month.. we'll see how it goes. domaingood, MemoryX2, Michael and 2 others 5 Quote
MemoryX2 Posted November 3, 2013 Report Posted November 3, 2013 The KB is moving up our priority list, and is tentatively scheduled for version 3.2. I don't have an ETA yet, but 3.1 is in active development and we are aiming for a beta release by the end of this month.. we'll see how it goes. It really sounds like you guys are getting it done and that's awesome!! Quote
FRH Dave Posted November 3, 2013 Report Posted November 3, 2013 Great. I think I might set up a simple wiki for now. Crude but effective. Speaking of, what are your thoughts on a wiki-driven KB? It would still have the same article structure as a regular KB, and it would be easy to set up category / list pages so that it behaved like a conventional KB, but I think the wiki format encourages more reading. Either way, as long as it hooks into the support system, I'm good. Daniel B 1 Quote
Daniel B Posted November 4, 2013 Report Posted November 4, 2013 Great. I think I might set up a simple wiki for now. Crude but effective. Speaking of, what are your thoughts on a wiki-driven KB? It would still have the same article structure as a regular KB, and it would be easy to set up category / list pages so that it behaved like a conventional KB, but I think the wiki format encourages more reading. Either way, as long as it hooks into the support system, I'm good. I would love this, and I think it really is the way to go...specially since either way I'm guessing the KB will be coded from scratch...might as well push forward with technology and create a wiki based platform . I'm pretty sure I posted a detailed explanation of why a wiki would be an awesome way to go during beta, but sadly I don't think that thread made it over to the live forums . FRH Dave 1 Quote
FRH Dave Posted November 4, 2013 Report Posted November 4, 2013 I would love this, and I think it really is the way to go...specially since either way I'm guessing the KB will be coded from scratch...might as well push forward with technology and create a wiki based platform . I'm pretty sure I posted a detailed explanation of why a wiki would be an awesome way to go during beta, but sadly I don't think that thread made it over to the live forums . There are lots of arguments I can make in favor of a wiki. At the core it boils down to this: If you want a traditional Q&A / FAQ KB, it is VERY easy to make a wiki behave like one. If you want a wiki, it is VERY difficult to make a traditional Q&A / FAQ KB behave like one. So the wiki gives the best of all worlds. Daniel B 1 Quote
Paul Posted November 4, 2013 Report Posted November 4, 2013 Your wiki suggestion raises a question, of which the answer may be obvious to some.. but I think it's important to discuss. What features do you see as a minimum requirement for a Blesta wiki based KB? How do you envision this looking & working in Blesta? Quote
netwise99 Posted November 4, 2013 Author Report Posted November 4, 2013 Your wiki suggestion raises a question, of which the answer may be obvious to some.. but I think it's important to discuss. What features do you see as a minimum requirement for a Blesta wiki based KB? How do you envision this looking & working in Blesta? For myself, A FAQ & or KB would be all I would desire. There are plebty of Wiki scripts already done, but a FAQ seems like the right fit for a support oriented system. I can see a Wiki for documentation, but a FAQ or KB better suited for a support desk environment .. Just my thoughts ... A well creafted FAQ/KB can go far to cut down On needless support tickets being generated. Quote
FRH Dave Posted November 5, 2013 Report Posted November 5, 2013 Your wiki suggestion raises a question, of which the answer may be obvious to some.. but I think it's important to discuss. What features do you see as a minimum requirement for a Blesta wiki based KB? How do you envision this looking & working in Blesta? I'm imagining something like "DokuWiki with Blesta integration". I think the only real integration is when someone submits a ticket, it searches the wiki for relevant terms (just as a KB would be searched). The rest of the "integration" could be as simple as adding a link to the portal page and client area. Maybe also the ability to display a random article (title + first ___ words) in the client area. Quote
interfasys Posted January 14, 2014 Report Posted January 14, 2014 While I'm not sure about needing wiki markup in the KB, unless it's wysiwyg, I do think it's important for articles to show up when a customer is about to submit a ticket. That can be for phase 2 though, along with ACL. A browsable KB by both clients and staff would be good enough for a start. With the staff view being made available in the ticket system so that articles can be easily inserted into a reply. Quote
interfasys Posted May 9, 2014 Report Posted May 9, 2014 Any progress on this FR? I couldn't find anything in the PMS. Quote
Blesta Addons Posted May 9, 2014 Report Posted May 9, 2014 Any progress on this FR? I couldn't find anything in the PMS. as i know this feature was in the priority list , and i think it should be in v 3.3 . but i'm not sure . Quote
interfasys Posted August 7, 2014 Report Posted August 7, 2014 Will there be at least a CSV importer? That way everybody will be able to import data from what they've been using as a replacement solution. Quote
Blesta Addons Posted August 8, 2014 Report Posted August 8, 2014 we are working in a plugin for knowledgebase . this plugin is for our internal use , but i will re-think to share it with the community . Daniel B 1 Quote
Daniel B Posted August 8, 2014 Report Posted August 8, 2014 we are working in a plugin for knowledgebase . this plugin is for our internal use , but i will re-think to share it with the community . The community would be greatly appreciative of a KB Quote
Blesta Addons Posted August 13, 2014 Report Posted August 13, 2014 i have almost re-write all the admin section .... now i will attack the user seccion . what do you think how is should renderer . categories in main page and then show article inside the category page ? or list all the articles with thier info (category/total views.. ect )in the main page ? i wil add a feature button to share the article , is nice ? list the most read artciel in the main page ? any design special for the main page ? Quote
Paul Posted August 13, 2014 Report Posted August 13, 2014 The knowledgebase will be part of the Support Manager (ticket system) plugin, and is assigned to CORE-994. We are going to try to get this done for 3.4. Any suggestions/feedback on features are appreciated. Michael 1 Quote
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