Support & Knowledgebase are Now One!

2008-09-08

In the interest of simplifying your experience with Rezgo.com, we have combined the knowledgebase and support sites into one site. The support site, which was originally based on the overly complicated Kayako platform, was proving to be too much for what we needed for a support website. The new support & knowledgebase site is based on the Wordpress platform (which we love) and incorporates the fantastic features of a blog platform with the power of many different plugins. The result is a site where we are able to create easily searched and organized articles with a combination of tagging, categories, and related articles.

The support forms have been replaced with more detailed forms that require more information from you. Although we recognize that this might be a little more cumbersome to fill out, the additional questions will help our support team identify, duplicate, and ultimately resolve any bugs or support issues more quickly and with as little disruption to the live environment as possible.

Here is a quick overview of how the new support & knowledgebase site is organized:

Search Box: Allows you to search for keywords across all articles.

Categories: All articles are sorted into higher level articles for easy reference. Articles may live in multiple categories.

Tags: Each article is tagged with keywords we think are relevant to each article. The tags are independant of the categories and more keywords may be tagged to articles in the future.

Recent Articles: New articles are displayed in the “Recent Articles” box.

Commenting: You have the ability to comment on any article in the knowledgebase. We encourage you to add your comments if you think the article needs to explain something specific or if the information you are looking for is not easily accessible.

Rating: Please rate the articles based on how useful the article is to you. The top rated articles are displayed on the support & knowledgebase home for easy reference.

Social Bookmarking: Feel free to bookmark the articles that you refer to on a regular basis. We have added the AddThis.com social bookmarking widget to all articles for your convenience.

Similar Articles: Articles which are similar in nature to the one you are viewing are displayed at the end of the article. These articles may be similar based on keywords, categories, tags, or a combination of all three.

Request Technical Support Form: Use this form to submit a request for technical support. If you are notifying us of a bug with Rezgo, please use this form to submit a bug report. Please note that any Rezgo member can request technical support using this form, however, only Pro members and those members who have paid for a support plan are entitled to receive technical support. If you need technical support and do not currently have a support plan, please take a look at our current plans.

Report a Bug: Please use this form to submit a bug report to the Rezgo Support team. We will contact you within 24 business hrs. Non-critical bugs may be released during the next scheduled release version. The Rezgo support team may need to contact you for further details, so please provide as much information as possible to help us resolve the bug for you.

Request a Feature: Would you like to see a new feature or function in Rezgo? If you have an idea for a new feature, please let us know. Please complete the following Feature Request form and one of our support team members will respond to you within 24 business hours.

What did you think for this article?

(2 votes, average: 4.5 out of 5)

Loading ...