Managing and sharing knowledge makes a big difference

Supportworks includes a fully-featured knowledgebase solution that can be used to organise and index standard Microsoft Office documents, PDF documents, FAQ's and structured knowledge documents. In addition, it is possible to automatically create structured knowledge documents when closing incident or problem tickets. Multi-level problem and solution profiling provides the ability to define solutions to known problems and issues while pre-definable operator scripts allow your experts to guide inexperienced operators through a series of questions that adapt based on the answers provided to assist with issue resolution.

Read about Hornbill's IT Help Desk & Support software and ITIL-compatible IT Service Management solution.