Enabling Contact Support on your Help Centre
When creating your Help Centre, you have the option to allow your customers to contact you, through - a bit like how you can do so on this Help Centre!
You can set this up by:
- Logging into your Knowted
- Clicking Deployment Settings
- Entering a Contact Support email (see below)
- Checking the "Enable contact support" checkbox under Features & Support
- Clicking Save.
When refreshing your Help Centre, you'll notice that there will be sections where customers can now contact you.
With this enabled, automatic optimisation of articles will automatically switch to balance and minimise the number of clicks to Contact Support, reducing your support costs as your business grows! This is all taken care of for you.
Directing where tickets go
Contact Support Email
The simpliest way to direct tickets is through the Contact Support email set in the Deployment Settings section described above. This will simply send an email on behalf of your customer, from Knowted, with the contents contained, to which you can handle and respond accordingly.
That being said, we know that you may already have software such as HelpScout or Intercom, so we enable anoter option through Integrations.
Integrations
If you have an integration, the ticket will automatically be sent directly to your existing support software such as Intercom, enabling easy replies and with minimal change to your current customer support workflow.