Interactive help for Hesk settings

» Knowledgebase settings

Enable Knowledgebase

Use this setting to turn HESK Knowledgebase functionality on or off.

Available options are:

YES, enable Knowledgebase
Enables Knowledgebase functionality for HESK
YES, use HESK as a Knowledgebase only (disable help desk)
Enables Knowledgebase, but disables help desk functionality (posting new support tickets). Use this option if you wish to use HESK as a Knowledgebase, not a fully-featured help desk.

Note that support tickets may still be submitted by staff or by email piping/POP3 fetching if enabled. Customers can view and reply to tickets.
NO, disable Knowledgebase
Disables Knowledgebase functionality for HESK

WYSIWYG Editor

This will enable a What You See Is What You Get type editor (a rich-text editor) for the knowledgebase articles rather than a simple text editor.

Suggest KB articles

If set to YES Hesk will match ticket subject and message against knowledgebase articles and recommend customers to read matching articles before submitting a new support ticket.

Close window

Enable KB rating

Set to YES to allow customers to rate knowledgebase articles as Helpful or Not helpful

Enable KB search

Enabling this feature will show a search form on top of help desk customer interface and allow them to use the search form to search your knowledgebase.

You can choose to display a small search box (located in the top right corner) or a large one (more visible, covers entire page width).

Close window

Show article views

Set to YES to display number of knowledgebase article views publicly (views are always visible from staff control panel).

Show article date

Set to YES to display knowledgebase article submission date publicly (date is always visible from staff control panel).

Close window

Max search results

This is the maximum matching results Hesk will return when someone searches the knowledgebase.

Article preview length

Maximum length (number of chars) of knowledgebase article content that will be displayed in article list when browsing knowledgebase categories.

Close window

Categories in row

Number of (sub)categories to be displayed in table row when browsing knowledgebase.

Subcategory articles

Number of (preview) articles listed in subcategory display.

Close window

Show popular articles

Number of popular (most visited) articles shown on help desk index and knowledgebase index pages. Set to 0 to disable listing popular articles.

Show latest articles

Number of latest (most recently submitted) articles shown on help desk index and knowledgebase index pages. Set to 0 to disable listing latest articles.

Close window

Set to the number of related articles that should be listed below each Knowledgebase article.

To disable listing related articles, set to 0

Close window