Helping our help desk

11/01/2016 Posted by Brandon

Along with the launch of our new builder we took the opportunity to completely revamp our help desk!

Along with a clean and simple new design we're looking forward to new tools and data that will help us improve the support experience.

help-desk

 

Using the new help desk

You will still have access to all of your current and past tickets, forum posts and comments in the new help desk. To see them, you will need to reset your password the first time you sign in.

You will find the “Sign In” link in the top-right corner of the help desk’s main page here: support.knack.com

You can then click on the “Forgot your password” link to reset your password.

Once you’re logged in, you will find all of your tickets in the Requests section, and all of your forum posts and comments in the Contributions section.

helpdesk-account

Helping our help desk

While we’re digging the look of our new help desk, the main purpose of the move is to help us better support you!

With access to new tools and more data, we’ll be able to improve your support experience in multiple areas.

Faster Response Times

With the ability to track metrics like the busiest times of the day, how long we’re taking to respond, and your activity across both email and chat, we can better manage our resources to improve response times.

Improved Updates on Technical Issues

With tools for notifications and automatic reminders, we can ensure that we’re keeping you in the loop while working on fixing the more complex bugs you sometimes encounter.

Better Knowledge Base Content

We’ll be able to see what topics you’re searching for the most, so we can focus on creating and updating the content you really need. We can also ensure that you’re finding the best content to answer your questions based on the search terms you’re using.

Foundation for Proactive Support

This is an exciting first step in helping us provide you with an exceptional experience. With the data insights this platform provides, we’ll be able to start moving in the direction of providing the support you need before you’ve even asked for it.

You can check out the new and updated content we’ve already added by going to support.knack.com.