I really like Knowledge Builder (http://activecampaign.com/kb) and Pineapple Technologies Lore. BUT, neither of these is multilingual. Sure, you can have a choice of language in KB, but that is one choice which affects the entire db. What I need is the ability to have one knowledge base which allows users to choose their language and each article being able to be presented in each of the languages we use on our site.
Then, if this could be bridged to clientexec I would be in seventh heaven!
Still on the same scripts - if a customer submits a support ticket in clientexec, it would be really cool if it then searched the knowledge base and showed relevant articles as an option before the ticket is finally submitted. Knowledge Builder and Lore both work this way when a question is submitted, but as the clientexec support system is seperate users currently have a choice of submitting questions via the KB or submitting a trouble ticket via clientexec. It would be fantastic if these could be integrated.
Just adding to what I posted - I know there are heaps of helpdesk/ticket systems out there which include basic support for limited FAQ functionality. However, in our case at least, we need much more than just a limited FAQ. We took the decision early on to provide as much information as possible to clients, which means that whenever we get repeat questions, we write an article explaining things.
We don't intend to be a manual for how to use everything, but we do intend to use the KB as our first level of support, so we needed a fully-featured knowledge base.
There are great helpdesk/ticket systems, and some great kb builders our there, but nothing that does both really well.
Yep, I know clientexec is closed source, so is Knowledge Builder - but you did ask for suggestions on something that could be developed not just for open source suggestions you could work on.
What I was saying is that I like clientexec, love Knowledge Builder, and would be very, very happy to see something which had all the features of both and was integrated.
One of the features for a KB which is not negotiable for me is the ability to bring up related articles when someone posts a question, before the question is finally submitted - huge saving in time especially when running a very comprehensive KB. No-one likes having to answer ticket after ticket by directing customers to the relevant KB articles (makes customers feel stupid) or having to paste into the ticket response info that is already provided (tech frustrations then).
I would like to see a better developed Sub-Reselling feature that will allow overselling for sub-resold accounts. This would be awesome.
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