The EngageBay Help Center helps you provide an in-depth guide to your end-users with a complete self-service option. At the same time, it empowers your agents to help customers faster and better.
 
Using the EngageBay Help Center, you can create a knowledge base for publishing self-service content. Your end-users can turn to the knowledge base published on your website to find an answer to their queries.
 
Or, if a user is raising a ticket for a certain querier, your customer support can answer using the knowledge base to help solve tickets faster.
 
 
To start your knowledge base, you need to first find out common issues that your users generally struggle with. This will help you document a list of topics that needs to be addressed.
 
Once you have the content ready, you can start adding them to your help center:
  1. ​​In your Help Center, click New Article in the top right corner of the screen.
  2. Enter your content, including the article title and description. You can use the article editor's toolbar for formatting options and add links, tables, or images if any.
  3. Choose the category where you want to add the article. Once done, you can decide to save it as a draft or choose to publish it.
  4. Once done, click Save.
The article will now be added to your selected category.
 
Publishing Articles:
 
 
When you are finished working on your article, you will see a section named ‘Status.’ You can decide whether you want to publish the article immediately or save it as a draft for later use.
 
 
Select Publish and click on Save. It now creates the article and publishes it in your help center.
 
 Collection:
 
 
 

EngageBay Help Center consists of collections, sections, and articles.

A collection is the top-most organizing case of the help center. You can add articles here or even add sections for sorting your articles. On the top right corner, you will find the URL to your collection. You can even customize your URL from the left panel.

 

Preferences:

EngageBay enables its users to easily change the feel and look of the help center to match the specifics of their brand.

 

To customize the look:

  1. Go to the Service dashboard.
  2. Click on three dots (...) and select the Help Center.
  3. From the left panel, select Preferences > Design.
  4. Click on Edit Designs.
  5. Using drag-and-drop builder, you can edit every element from the left panel of the page.
  6. Click on Content and choose the element you want to edit.
  7. From the panel on the right side of the screen, you can edit and make changes to the element style, background image, and body properties.
  8. Once your design is ready, click on the Save button.
  9. You can review your help center page before making it live.

 

Custom URL:

Engagebay allows its users to customize the URL of the help center page and associate it with the URL of their own website.

To customize the URL,

  1. Go to the Service dashboard.
  2. Click on three dots (...) and select the Help Center.
  3. From the left panel, select Custom URL.
  4. Before you click on Add Custom URL, you need to create CNAME from your hosting panel first. Tell your domain to show the pages hosted by EngageBay CRM (Create a CNAME record in your DNS settings with HOST as 'page' and DESTINATION as 'eb-pages.engagebay.com.').The format of the URL of your help center page will be “subdomain.yourdomain.com/(directory name).
  5. Once you complete the CNAME record-setting properly, your custom help center page URL can be served. If you have SSL, choose HTTPS, if not keep it as HTTP.
  6. Click on Submit. Once done with the proper CNAME record-setting, your custom help center URL can be served.

 

Conclusion

The utilization of help desk software can accelerate the resolution of technology-related problems for companies, while also enhancing the operational efficiency of their IT departments.

By organizing information, optimizing workflows, and reducing the need for manual processes, a help desk can significantly streamline the support process.

Thanks to EngageBay's help desk software, IT support specialists will no longer have to waste time manually logging issues, sifting through disordered emails, manually tracking issue statuses, or risking requests slipping through the cracks.