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101 lines
4.2 KiB
HTML
101 lines
4.2 KiB
HTML
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en">
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<head>
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<title>Interactive help for Hesk settings</title>
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<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
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<link href="help_style.css" type="text/css" rel="stylesheet" />
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</head>
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<body>
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<!-- next: 60 -->
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<h2>Interactive help for Hesk settings</h2>
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<p> </p>
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<h3>Knowledgebase settings</h3>
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<a name="22"></a><h4>Knowledgebase (KB)</h4>
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<p>Set to ON to enable knowledgebase or to OFF to disable it. Knowledgebase is a categorized collection of answers to frequently asked questions (FAQ) and articles.<br />
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<span class="correct"><b>TIP:</b></span> A comprehensive, well written and organized knowledgebase is a great self help resource for your customers. Taking time to write and maintain
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knowledgebase articles can save you a lot of time and drastically reduce the number of support tickets you receive in the future! It also helps your customers
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solve problems quickly without having to wait for your reply.</p>
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<a name="52"></a><h4>WYSIWYG Editor</h4>
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<p>This will enable a <i>What You See Is What You Get</i> type
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editor (a rich-text editor) for the knowledgebase articles rather than a simple
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text editor.</p>
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<a name="23"></a><h4>Suggest KB articles</h4>
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<p>If set to YES Hesk will match ticket subject and message against knowledgebase articles and recommend customers to read matching articles before submitting a new support ticket.</p>
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<p> </p>
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<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<p> </p>
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<a name="24"></a><h4>Enable KB rating</h4>
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<p>Set to YES to allow customers to rate knowledgebase articles as Helpful or Not helpful</p>
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<a name="25"></a><h4>Enable KB search</h4>
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<p>Enabling this feature will show a search form on top of help desk customer interface and allow them to use the search form to search your knowledgebase.</p>
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<p>You can choose to display a small search box (located in the top right corner) or a large one (more visible, covers entire page width).</p>
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<p> </p>
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<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<p> </p>
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<a name="58"></a><h4>Show article views</h4>
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<p>Set to YES to display number of knowledgebase article views publicly (views are always visible from staff control panel).</p>
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<a name="59"></a><h4>Show article date</h4>
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<p>Set to YES to display knowledgebase article submission date publicly (date is always visible from staff control panel).</p>
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<p> </p>
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<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<p> </p>
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<a name="26"></a><h4>Max search results</h4>
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<p>This is the maximum matching results Hesk will return when someone searches the knowledgebase.</p>
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<a name="27"></a><h4>Article preview length</h4>
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<p>Maximum length (number of chars) of knowledgebase article content that will be displayed in article list when browsing knowledgebase categories.</p>
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<p> </p>
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<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<p> </p>
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<a name="28"></a><h4>Categories in row</h4>
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<p>Number of (sub)categories to be displayed in table row when browsing knowledgebase.</p>
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<a name="29"></a><h4>Subcategory articles</h4>
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<p>Number of (preview) articles listed in subcategory display.</p>
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<p> </p>
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<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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<p> </p>
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<a name="30"></a><h4>Show popular articles</h4>
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<p>Number of popular (most visited) articles shown on <a href="../" target="_blank">help desk index</a> and <a href="../knowledgebase.php" target="_blank">knowledgebase index</a> pages. Set to 0 to disable listing popular articles.</p>
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<a name="31"></a><h4>Show latest articles</h4>
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<p>Number of latest (most recently submitted) articles shown on <a href="../" target="_blank">help desk index</a> and <a href="../knowledgebase.php" target="_blank">knowledgebase index</a> pages. Set to 0 to disable listing latest articles.</p>
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<p> </p>
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<p align="center"><a href="#" onclick="Javascript:window.close()">Close window</a></p>
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</body>
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</html>
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