e11 Help Desk Software Manual for customer support & service software
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To add a new article:
1. Open Answer Book page.
2. Select the appropriate category and sub category, where you want to add the article.
Note: You can either search for an article or create a new article category.
A Category is related to the various sections of the e11 help desk software, such as User Management for specifying representative rights and client rights, E-mail Configuration for adding an e-mail address and Ticket Management Report for specifying report criteria. It can also be used in escalation rule, trigger rule and e-mail notification.
3. All articles in the selected category or sub category are displayed, as shown in Figure 1-2-1. In this example, you are viewing all the tickets under About Helpdesk Suite sub category of Helpdesk category.
4. To add an article, click 
.
The Add window will appear, as shown in the Figure 1-2-2.
Note: The author name, date and time are picked automatically by the system and can’t be edited by the user.
Click
on 
to check the spellings on your article.
5. Enter information in the required fields:
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Required Fields |
|
|
Field |
Description |
|
Subject |
Type the key terms that you would like the client to use for searching this article. |
|
Article Body |
Details of the article. By default plain text formatting is used. You can format the text in HTML by clicking HTML. |
6. You can also add information in the optional fields:
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Optional Fields |
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|
Field |
Description |
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Attachment |
Attach files related to this
article by clicking on |
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Article For |
Specify where this article (i.e.
the client section |
7. Click 
to submit the article or click 
to save and add another article under the
same category or sub category.
and provide the path of the file. You can
attach maximum of 3 files with an article.
or the representative section 
,
or both) shall be available.