how to get Knowledge base articles in portal

[ryanzingraf]

Hello,

I am looking to allow my end users to be able to fill out help tickets through the user portal, also in this user portal the users should receive suggested solution articles from the knowledge base before they submit the help tickets. I have viewed some help articles and this appears to be possible however I cannot get this function to work from the cloud. How can I get my knowledge base to link with my user portal for suggested solutions to appear when the user types the problem into the subject line. I did notice in an article that it appears that the on-premise version has a check box to publish to the user profile when you create a article in the knowledge base however the cloud version does not have this option is there a way to get this to work with the cloud version?

Article link: https://community.spiceworks.com/support/help-desk/docs/knowledge-base

[Sean-Spiceworks]

Hi, that looks like a link for the legacy Desktop. This is probably the one you’re looking for:

https://community.spiceworks.com/support/help-desk-cloud-edition/docs/knowledge-base

Tagging the @spiceworks-support-team ​ and @clutka ​ (who knows the product really well) in case they can add more information.

[clutka (MAINSTRIKE)]

Sean, you’re not going to let me have a weekend off, are you? @ryanzingraf, the on-premises version of Spiceworks has a more fully-functional user portal. The Cloud Help Desk is simply a way to input tickets. Unfortunately the feature to search the knowledge base has not been included in the CHD. As an admin or tech, you can attach the text from a knowledge base article to a ticket reply but those are not user-accessible. There is a feature of the CHD that may be of use called an announcement. Edit it from Settings > {organization} > User portal. It will show a message to users before entering a ticket. It would be helpful to indicate outages and prevent numerous tickets for the same issue.

[ryanzingraf]

Thank you for the response. In the video link that I attached, please view between 0.18 - 0.23 of the video. In the video it shows the user portal being linked to the knowledge base with knowledge base article links being displayed before a ticket is submitted. If I want this feature, will I need to download the self hosted version or is there a way to do this with the cloud version?

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[clutka (MAINSTRIKE)]

Sorry, I’m just getting to this now.

To answer your question, yes, this is a feature of the Windows-based, on-premises version of Spiceworks Inventory and Help Desk, aka Spiceworks Desktop. It does/did have many more features than the Cloud Help Desk, especially the customizable user portal.

For your particular case, you can still use KB articles that had been written and used in the legacy version of the help desk. Linking no longer happens, but rather, a copy of the text is inserted in your response to the user. While a KB article may include pictures and such, the CHD copied response will not.

If you absolutely need the feature, you can download the Spiceworks legacy version for a few more days from Spiceworks Inventory Software: Help & Support - Spiceworks . Do note that it will not be supported by the end of the year due to other limitations, so “buyer beware” will apply. See What’s going on with Spiceworks Tools & Apps in 2021? for an explanation.