Forum and eLearning
To go above and beyond email, live chat, web forms, and phone lines, offer your customers a support forum. This way, customers might become more attached to your company as they would be investing time to get into details of your business. You also encourage the exchange of experiences and knowledge, supporting the feeling of belonging to a community (your community!).
Go to Helpdesk ‣ Configuration ‣ Helpdesk Team and enable Help Center.
Create, or edit a forum by clicking on the external link. Among the editing options, choose if you would like the Forum Mode to be Questions: only one answer is allowed per question or Discussions: multiple answers are allowed per question.
From now on, logged in users can start their discussions. To keep track of posts, go to Website ‣ Forum ‣ Posts.
Turn tickets into forum posts by simply clicking on Share on the Forum on the ticket’s page.
In addition to a forum, offer online courses. When doing so, you link your customers and users’ needs and questions to useful content, helping to boost efficiency as they can also find their answers there.
Go to Helpdesk ‣ Configuration ‣ Helpdesk Team and enable elearning.
Once the structure and content of your course are ready, Publish it by clicking on Unpublished.
To keep track of your course statistics, go to eLearning and View Course.