Overview

This software suite combines Helpdesk and Knowledge Base providing customers with self help, different levels of internal support documentation and more. Knowledge Base is a robust, scalable, easy-to-use web-based knowledge base software solution for knowledge receiving and sharing. Help Desk is a flexible and user-friendly solution for tracking and managing customer requests/issues.

Key Features

User Authentication and Authorization

The application supports flexible user roles/permissions scheme and provides reliable data protection.

Active Directory/LDAP Integration

There is a support of the LDAP and Active Directory for easier authentication within the enterprise.

Flexible Knowledgebase articles

The application allows defining articles visibility (Public, Intranet, Department or Private), associating articles with one or more searchable filter categories and defining broad article types. It also allows managing the articles at the department/group levels. MS Word-like toolbar enables easy-to-use formatting knowledgebase articles content.

Advanced Search

Advanced search allows performing Full Text search for articles and attached documents, obtaining better search results by eliminating unimportant words and expanding related words, calculating search relevance.

Content Quality

All knowledgebase articles are routed and approved; the application also supports automated articles archiving and version control.

Multi-language Support

There is capability of creating knowledgebase articles in different languages: the application allows editors to create knowledge base articles in their default language and flag them to be translated into other languages.

Ticket Submission/Management

The Helpdesk allows end users to submit tickets directly to the Help Desk Ticket Queue, review their ticket status, priority, time spent on ticket, notes, and attachments.

Asset Management

This part of the application allows tracking the software, hardware components and other assets.

Design Elements

Website design

Technologies

ASP, MS Access, MS SQL Server, Oracle, ASP.NET