Where Websites Come To Life
Introducing KEKhost Knowledge Base Portal & Support Center Ticket System
August 21st, 2018
KEKhost / KEKhosting a member Network of KEK Technology Inc. is pleased to announce the launching of their Knowledge Base Portal (KBP) and Customer Support Center Ticket System (STS).
The new innovations have been designed to offer the ultimate user-friendly experience with improved navigation and functionality while allowing customers to experience what the two portals can offer. Created with the user experience in mind, the sites include many new features to help users to quickly and easily navigate the portals. "When we set out to transition to the new Knowledge Base, we wanted to create a platform that was easy to navigate, provided users with the ability to search by word combinations and document type, and was also mobile-friendly," said William Diaz, CTO, KEK Technology Inc. "We've accomplished all that and more through these portals that offer a modern design that quickly and efficiently puts relevant documentation at our customer's fingertips."
Support Center (Support Ticket System) available at: https://kekhosting.com/osticket/index.php
Knowledge Base available at https://kekhosting.com/knowledgebase/
Visitors to the new sites especially the KBP, can stay informed with the latest KEK and industry related news through the News & Articles blog. In addition, the Knowledge Base Portal contains richer Online content such as technical tips, video tutorials, news articles, featured products and newsletters. This valuable content will also be displayed on pages throughout the site so the user is always just one click away from useful and pertinent information.
Support Center (Support Ticket System (STS) ) Portal, Why?
In order to streamline support requests and better serve you, we decided to utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses Online. For your reference, we provide complete archives and history of all your support requests; although, a valid email address is required to submit a ticket.
Reasons Why Ticket Tracking System is Better than Email
1) Everything is centralized in one place
When there are a lot of people working on requests, it keeps tracking of information far easier. Instead of remembering to CC someone on that email stream so that they know the history, bam. It’s right there in the ticket for that issue.
If you have a lot of requests or tasks to complete, and have to put something off for a few days to put out a fire or ten, it’s nice to be able to open a ticket and see all the relevant info right away instead of digging through emails.
2) Provides built in tracking and reporting metrics
It is easier to determine whether someone is working efficiently since you are tracking information. You can track things easier, for example, you can run a report on every ticket a teammate has worked on in the past month.
3) Helps prioritize workflow
It also allows you to more easily prioritize work-flow. At one job, we had 1-5 to number priorities, where 1 was ‘Holy [heck] whole network is down’ and 5 was “So-and-so needs us to come re-route cabling in their desk . You can apply a custom work flow to issue resolution.
4) Adds transparency
A ticket tracking system is better for determining which departments/teams/businesses are receiving the most support requests so you can allocate your support resources efficiently.
Even if you don’t expose it to your end-users, and just have them send emails into a support address a ticket system that will significantly increase accountability, provide a baseline, and ensure issues don’t fall through the cracks as easily.
5) Ensures continuity
It’s easier to deal with reorganizing issues if a team member leaves, since you can just look through all the ones still assigned to them, and reassign as necessary.
Simply put: if you need to delegate tasks to others and track those tasks closely, ticket tracking is superior to email. That’s why it’s perfect for people who start their own businesses. Ticket tracking systems are also a good fit for people who work in a position where they they manage others or handle support requests.
Key features of the Knowledge Base include:
Improved information architecture -: Thematically grouped content will provide users with faster, more intuitive access to Web Hosting and Domain Name related documentations.
Responsive, mobile-friendly design -: Content is optimized for all mobile devices, and users can easily access the full library of documentation via their smartphone or tablet.
Powerful full-text search -: Users can enter one or more terms in the search field and select the best match. Results contain a description and URL.
On-demand PDF generation :- Integrated button enables users to render a PDF in real-time of the documentation they are currently viewing, Optionally, the PDF generator will also combine related pages providing the user with a comprehensive set of documentation.
Embedded Videos -: Related multimedia content is embedded within the Knowledge Base so that users are not required to leave the site to view videos.
Instant feedback -: Users can quickly and easily provide feedback on the Knowledge Base including comments or change requests with the click of a button that opens up an e-mail in their local app that is pre-populated with the subject line and URL.