SysAid Knowledge Management

Use SysAid Knowledge Management for making tips and how-to solutions available to all. Service desk agents and other
resolution groups can capture, develop, share, and effectively use knowledge relating to solutions to IT issues, and also
provide end users with relevant self-help information as needed.

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Capture, Develop, Share, and Effectively Use Knowledge to Work Faster

SysAid Knowledge Management is integrated within your service desk, so IT support personnel can quickly and easily find relevant knowledge articles to help them resolve common IT issues. To make the life of service desk agents easier, knowledge articles can be accessed directly from within a ticket, allowing the service desk agent to either directly help or to actively suggest a relevant knowledge article to the end user. If knowledge management isn’t easy to use, the service desk agents won’t use it.

SysAid Knowledge Management can be managed separately for IT support teams and for helping end users to benefit from self-service and self-help. Of course any knowledge articles created for IT support personnel can be edited to make them appropriate for end-user self-help where necessary.

24/7 End-user Support via the SysAid Self-service Portal

The SysAid Self-Service Portal can be populated, via the knowledge management capability, with all the knowledge articles end users need for self-help and self-support. End users can access FAQ (frequently asked questions) knowledge articles or search for answers to technical issues, find the relevant knowledge articles, and resolve the issues themselves through self-help.

Not only does this provide an alternative IT support channel for end users who are used to using self-help and self-service in their personal lives, it offers improved out-of-hours support for IT teams with limited service desk availability, and also removes some of the workload for under pressure service desks as end users help themselves rather than calling/ emailing in.

Quickly Create Knowledge Articles

Quickly create knowledge articles that document and share the solutions to common IT issues or that provide answers to FAQs. Make them accessible to the people who need them ﹘ both IT support personnel and end users ﹘ when they need them. Knowledge article creation can be done in a number of ways:

  • Automatically, after incident record closure: SysAid can prompt service desk agents and other support staff after an incident record is closed, with the option to seamlessly add their specific solution or advice to a new knowledge article within SysAid Knowledge Management.
  • Manually, as new issues arise: For new issues or FAQs that don’t already have related knowledge articles in SysAid Knowledge Management, you can manually create these additional knowledge articles as needed.
  • Download peer knowledge articles from the SysAid Community: You don’t always have to create your own knowledge articles. Instead, you can download knowledge articles created by your peers from SysAid Community forums to your own knowledge base. As IT pros often encounter the same IT issues, you’ll find hundreds of available knowledge articles relevant to your own IT operations shared on the SysAid Community.

Attach Images and Other Media to Knowledge Articles

Attach relevant files to knowledge articles ﹘ whether they be software patches, detailed installation documents, or any other file type.

  • Embed URL links to internal or external articles, corporate electronic forms, FTP links, and other resources that will help either service desk agents or end users with support
  • Embed video files such as company how-to tutorials, YouTube frames, and more
  • Leverage SysAid’s HTML capabilities to format the font, add pictures, and design the knowledge article look and feel to best suit service desk agent and end-user needs

Auto-suggestion for End-user Self-help

When using the SysAid Self-Service Portal, as an end user begins to type their issue (as the incident ticket title), SysAid automatically searches for relevant knowledge articles. SysAid Knowledge Management then provides details of relevant knowledge article suggestions, which the end user can use to resolve their issue by themselves, without having to submit the incident ticket. The auto-suggest capability can be configured based on title, question, and/ or answer to optimize the relevance of suggested knowledge articles.

Questions about IT ticketing systems

Frequently Asked Questions

What Is The SysAid Knowledge Management Used For?

SysAid Knowledge Management was created to benefit IT service desk agents and to ultimately make life easier. With SysAid Knowledge Management, you can make tip articles and how-to solutions that are available for everyone to read 24/7! Using the knowledge articles that are gathered and shared helps you to inform staff more on how to solve IT issues, thereby encouraging quicker, and more efficient solutions. Knowledge articles can be created quickly and are accessible to both IT support personnel and end users.

How Does A Knowledge Management Help Things Run Smoother Internally?

Knowledge Management helps things run smoother as the knowledge that is gathered, written, and shared enables end-users to solve simple IT issues by themselves without contacting an IT staff member, thereby freeing up time for more important issues in the IT team. Service desk agents can capture, develop and share the knowledge that is related to solutions to IT issues for a quicker resolution among end-users, accessed 24/7. The knowledge articles can even be accessed directly from within a ticket for maximum ease, speeding up the time it takes to solve a ticket.

Can I Integrate SysAid’s Knowledge Management With My Service Desk?

Yes! SysAid’s Knowledge Management is fully integrated within your service desk. This means that your IT support personnel can resolve common IT issues more quickly and efficiently because they have access to relevant knowledge articles written by IT staff. In addition, tickets have links to knowledge articles directly, which helps the end user to solve the issue themselves, or for the service desk agent to send over instructions easier.

Is SysAid’s Knowledge Management Fully Self-Service?

SysAid Knowledge Management has a Self-Service portal that can help end-users directly. This portal includes all of the knowledge articles that can help someone directly, in addition to frequently asked questions (FAQs) and an internal search engine to search for answers to a specific problem. This way, end-users are less dependent on the IT support team as they have the resources to possibly resolve their issues on their own, which are available 24/7, without the need to submit a ticket.

Is SysAid Knowledge Management Only Helpful For IT Service Agents?

While SysAid Knowledge Management is very helpful for IT service agents since they can get materials quickly to resolve common issues, it is also very helpful for end-users. We offer a self-service portal that end-users can use to look through knowledge articles and even search their issue for a quick resolution. In addition, IT service desk agents can also obtain knowledge articles directly from a ticket, which they can then share with end-users so they can resolve their issues on their own. There is 24/7 end-user support with the knowledge base, and knowledge articles can be created quickly and in different ways.

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