100% reccommend it, i would love to see it as it saves time for both clients and admin's

thanks

I am now using phpMyFAQ (http://www.phpmyfaq.de(http://www.phpmyfaq.de)) to link to from osTicket.

No proper integration between the two other than a simple button at the top but was just what I was looking for.

Very easy to set up and use too.

Russ

Existing KB not visable to staff, only admin?

Hi Guys,

Interesting thread, I am new to osTicket and only really want to use the KB privately for my support staff, we only want to use it to list version changes and fixes to reported problems.

However it seems that only Admins can see the KB, and i can't see a setting anywhere that allows staff to see it too. Am I being blind?

Thanks in advance

James

Hi James,

that's why I use PHPMyFAQ.

The built-in osTicket KB is only really for Admins to use to automatically answer repetitive questions quickly.

Would be nice if staff could see it too.

Knowledge base is a must

I've been researching support ticket/help desk apps and osTicket seemed really promising. But now I realize it has no integrated KB and I'm extremely surprised. That's a deal breaker.

I'd really love to have a public knowledge base.

Hi,

I really don't want to do any harm to OSticket as it's a really good piece of software but I am now using (Xoops) instead.

If OSticket incorporates a KnowledgeBase in future then I may go back to it.

Xoops is modular so I just downloaded the basic framework and added xHelp and smartFAQ to it to create an instant and good looking customer portal.

Just a suggestion but as I said, osTicket is really good apart from that one thing that's missing, the Knowledgebase!

:)

i will look into the issue regarding a real FAQ/Knowledgebase for osTicket and if the maintainers allow me to do so, make it a part of the base system...

We should add a public faq/kb option

We agree with the other threads this would be awesome.

just look at (this topic) to see the progress to this modification...

Just my two cents... I agree that this should be a feature, but I also think that only tickets that an admin user designates worthy should be visible to the public.

Of course, this almost goes without saying...

Agree, good idea

I agree with adding a knowledge base for the users side.

The best impletementation would be for the system to check the users input for words that correspond to the available & active (enabled) KB topics.

Then, before being able to submit the ticket, these topics would be displayed so the user could "help themselves" and possibly avoid the wait for support.

This is a great way to answer common question and to reduce staff work load. :)

yes .. yes And also we must include some thing like "How to ...." on the front page itself . Most of These managements guys dont even know where to click.

Knowldegebase/FAQ

has there been any movement on this? Would like this feature as well.

thank you

Jon