End User Manual - Categories

dfolts · **End User Manual - Categories -** 10-08-2006, 03:18 PM

We are new to eSupport and wishing desperately for an end user manual that will address some setup issues beyond the SupportSuite Manual which is limited to installation and initial setup of features.

What we need is some guidance and direction in terms of setting up categories for the knowledge base, the categories for pre-defined replies, etc. etc.

It isn't rocket science but I suspect that it is different for different situations.

We are using eSupport for IT, Client Support etc. Our product is a series databases and related reports accessible via the net.

Has anyone had experience in this and has anyone actually written end user documentation in lieu of the fact that kayako has not??? And would you share it?

(I am reminded of Dreamweaver MX 2004: The Missing Manual: by David McFarland.)
Thank you.

D.

Chuck LaDow · 20-12-2006, 01:11 AM

Yes, I need help understanding how the reporting for the different areas in the Knowledgebase work so that I can measure and improve our responsiveness to end users. I have no idea how the "Rating" actually works.

View Poll Results: Does anyone else feel a need for end user documentation?
Definitely	3	100.00%
Maybe	0	0%
No	0	0%
From an author other than the vendor	0	0%
Voters: 3. You may not vote on this poll

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Chuck LaDow Offline New Member Posts: 4 Join Date: Dec 2006 Location: Texas	20-12-2006, 01:11 AM Yes, I need help understanding how the reporting for the different areas in the Knowledgebase work so that I can measure and improve our responsiveness to end users. I have no idea how the "Rating" actually works.