Polar Help Desk Professional :: FAQ

Polar Help Desk FAQ Categories

1. Top FAQ
2. General FAQ
3. Installation FAQ
4. User Interface Customization FAQ
5. Users FAQ
6. Active Directory & NTLM Integration FAQ
7. Incidents and E-mail FAQ
8. Service Level Management (SLM) FAQ
9. Knowledge Base FAQ
10. Reports FAQ
11. Licensing FAQ
12. All FAQ In One Page FAQ

Knowledge Base FAQ

We'd like to have the employees do some self service for simple things. Does your system provide a database for self service lookups/answers to the employees?

Polar Help Desk does include a self service. We call that part Knowledge Base. Here you can post your FAQ, internal procedures, documents or anything else you want to display to your employees.

Where are knowledge base articles being stored?

Knowledge base articles are stored to Help Desk database. If you decide to integrate this system with other systems you will be able to do so by simply querying the database. We are also preparing new API interface that will allow you to easily work with the data stored in the helpdesk database.

Do you plan to add a feature where specific Knowledge Base article can be restricted to certain groups or users?

We do have plans to add this feature. You will be able to give permissions over each Knowledge Base Item to Groups of users. So you will be able to give permissions to see new products (articles, folders) to your Customers and Employees, and permissions to see old products (articles, folders) to your employees only.