Frontline Education is pleased to announce the latest enhancements for Help Desk (GetHelp), which include a new, technician-only view for Service Desk Knowledge Base articles.

Service Desk Knowledge Base - Technician Only View

The "All Articles" grid serves as a centralized hub, where technicians and admins can browse and access the entire collection of technician-only articles. This centralized view streamlines knowledge discovery and retrieval. In this update, we have made it easier to visually see the technician-only articles and share those articles between technicians in "Private Comments" on a ticket.

These updates to the technician-only articles and "All Articles" grid empower technicians and admins with robust collaboration tools and seamless article management capabilities, leading to improved knowledge sharing and streamlined workflows.

Visual Cues for Technician Only Grid

The biggest addition to Help Desk in version 7.2.1 are the visual cues added to assist users with understanding which articles are for technician use only.

The first visual cue is on the "All Tickets" and "My Tickets" grids. The lock icon highlighted below will show on both grids, indicating a technician-only article.

"Quick Help" flyouts will now notate, with the same lock icon, when an article is a technician-only article.

"Quick Help" flyouts are visible when viewing an open ticket, as shown above, and when creating a ticket, as shown below. 

Technician-only articles, when using the “Share to Ticket” button, can only be shared to private notes. Because technicians are the only ones who can see the articles, we have made it simpler for these to be shared internally.

All Articles Grid - Create and Access Technician Only Articles

The technician-only articles feature facilitates seamless internal collaboration and knowledge sharing among technicians and administrators. This feature enables technicians and admins to create and share articles specifically intended for internal use, without being visible to end users (staff and students). These technician-only articles serve as a repository of valuable notes and processes, fostering efficient communication within the service desk team.

To Create a New Technician Only Article

1. Click on the Create Article button in the top navigation.
2. Once the Create Article page opens, you choose the Technician Only Article checkbox.

Choosing Technician Only Article will hide the article from end users, and it will only accessible to "Technicians" and "Admins."

When Technician Only Article is chosen, the “Hide this article from User Portal” and “Hide this article from Students” options will be automatically selected and grayed out, because "Students" and "Staff" will not have access to this article.

Open Knowledge Base Articles from the Service Desk

Technicians and admins can now click on the hyperlinks within the "All Articles" and "My Articles" grids to open the articles in the current tab; however, you can right-click the hyperlink and open the article in a new tab. This improvement enables a more immersive reading experience and seamless navigation between articles.

• To open a Knowledge Base article from the grid, click on the title hyperlink.
• The title hyperlink will open a new browser tab to display the article.

• The article page has different options for the user to select:
  • Back - Opens the Knowledge Base article grid with search results persisted. If no search criteria were entered on the article grid, the Back button will display articles sorted by last edited.
  • Share Button – This icon opens a share tray with multiple options for the end user to utilize. See below for further details. Now that each knowledge base article has its own page and URL, technicians and admins can all access the article if a link is shared on a ticket. Technicians and admins can now also copy article URLs from the dedicated article pages.
  • Related Articles - Displays articles on the grid with the same category as the article the user is viewing.
  • Edit - Opens the Knowledge Base article for editing. If a technician does not have access to “Create an Article” under user roles, the Edit button will not be present.

• Technician-only articles, when using the Share to Ticket button, can only be shared to private notes. Because technicians are the only ones who can see the articles, we have made it simpler for these to be shared internally.

Quick Help Knowledge Base Articles from the Service Desk

"Quick Help" flyouts will now notate, with the same lock icon seen on the "All Articles" "My Articles" grids, when an article is a technician-only article.

"Quick Help" flyouts are visible when viewing an open ticket, as shown above, and when creating a ticket, as shown below.

In either scenario, when the article is open, it will open in the flyout for you to view, copy, or share to other users.

The same options for sharing are available:

• Share to Ticket Number
  • A modal will pop up to enter a Help Desk "Ticket Number(s)" and "Comment." Tickets that are not closed or removed will be able to be searched.
  • For technician-only articles, the Share to Ticket will only post the article link in "Private -Comments."
• Copy Link
  • A green toaster notification will pop up alerting you that the link has been copied to your clipboard.

• Export to PDF
  • Clicking Export to PDF will download a PDF file version of the Knowledge Base article. The file will open in your preferred PDF application.

• Export to JPEG
  • Clicking Export to JPEG will download a JPEG file version the Knowledge Base article.

Previous Releases

The following are release notes for prior releases.