Incident IQ's built-in knowledge base helps you quickly find solutions to common technical issues and minimize your downtime. This guide explains how to browse the knowledge base, understand how it links to your tickets, and leave feedback on articles.
Best Practices for Using the Knowledge Base:
Use keywords in the search bar to find relevant articles.
When you see a recommended article for your ticket, read it first to see if you can solve the problem yourself.
Leave feedback on articles to help your IT team improve the knowledge base.
Browsing the Knowledge Base
You can access the full knowledge base from the left-hand navigation bar on your Incident IQ dashboard.
When you search for articles, the results are prioritized in a specific order to help you find the most relevant information. The search functionality uses the following order of importance: Title > Description > Tags > Article Body.
Knowledge Base Links in Submitted Tickets
After you submit a ticket, you might see an orange box appear that links to a knowledge base article. This means your district has identified a possible solution for the problem you submitted. Click Learn More to expand the article and read the solution.
The knowledge base article will display on the right side of the screen. You can use this information to help diagnose and resolve your issue.
Leaving Feedback
After reading a knowledge base solution, use the feedback tool to leave comments on the article. Your feedback helps your IT staff create better and more relevant solutions for the problems you submit.
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Hannah Bailey - Director, Customer Engagement