SysAid Knowledge Base

SysAid Knowledge Base is a knowledge management database for tips and how-to solutions. Agents
can capture, develop, share, and effectively use knowledge relating to solutions to IT issues,
and also provide end users with relevant self-help information.

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Capture, Retain, and Share Solutions to Work Faster

SysAid Knowledge Base is integrated within the SysAid Help Desk so IT users can easily find relevant knowledge articles from within a ticket and actively suggest relevant articles to users. The knowledge base can be managed separately for IT teams and for end users (self-service and self-help).

Provide Your End Users With 24/7 Support

Within the self-service portal, end users can access FAQs (frequently asked questions) or search for answers to technical issues and resolve them through self-help. This not only provides an alternative IT support channel, it also offers out-of-hours support for IT teams with limited support availability.

Quick Creation of Knowledge Base Items

Easily document the solutions to common issues or answers to FAQs, as knowledge articles, to make them accessible to the people who need them, when they need them. This can be done in a number of ways:

  • Automatically, after ticket closure: SysAid can prompt support staff, after a ticket is closed, with the option to seamlessly add the specific solution or advice to a new knowledge article for the knowledge base.
  • Manually, as needed: For new issues or FAQs that don’t already exist in the Knowledge Base, you can manually enter knowledge articles as needed.
  • Download from the SysAid Community: You can download knowledge base articles from SysAid Community forums to your own knowledge base. Because IT pros often encounter the same issues, you’ll find hundreds of available knowledge articles relevant to your own IT operations.

Attach Images and Media to Knowledge Base Content

  • Attach files: software patches, detailed installation documents, or any other file
  • Embed links to articles, electronic forms, FTP links, and other resources
  • Leverage SysAid’s HTML capabilities: format the font, add pictures, and design the article’s look and feel
  • Embed media files such as company how-to tutorials, YouTube frames, and more

Frequently Asked Questions

What Is A Knowledge Base Software?

A knowledge base software is a database that is filled with tips and how-to solutions, customized by agents, and shared with end-users. The aim is to be able to capture, develop, and share knowledge that is related to solving IT issues. By giving end-users self-help information, they may be able to solve some issues by themselves which will free up the time of the IT teams.

What Are The Benefits Of SysAid’s Knowledge Base Software?

One of the main benefits of SysAid’s knowledge base software is providing end-users with the ability to find relevant knowledge articles from within a ticket and to give them tips and how-to solutions in solving specific IT problems. This knowledge base is available 24/7, providing end-users with out-of-hours support when there is limited IT support available. As admins can easily create knowledge articles, add them in manually, and make them automatically available for all end-users, this is a quick and easy way to spread IT knowledge across to people who need it.

What If Agents Don’t Have Time To Write A Knowledge Base Article?

In this situation, admins will be prompted to download knowledge base articles from SysAid Community Forums to their own knowledge base. All too often, the same IT problems keep appearing, which have the same solutions. We, therefore, offer hundreds of articles available which are relevant for your own IT operations.

Can You Customize The Knowledge Base Content?

Absolutely! We encourage you to embed links to articles, add pictures, change the font, design the article’s look and feel, embed media files, documents, and more. You can make the articles more in line with your company’s website design, and even embed how-to tutorials to give visual explanations of what you are writing about. The knowledge base articles are fully customizable so you can get the message across in the best way possible to your end-users.

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