WonderDesk SQL Help Desk Software Screenshots
Modify FAQ

A technician, supervisor, or administrator can modify FAQ's (also known as a knowledgebase).  In here you can define the Q and A, the category and subcategory, and even who is allowed to see this particular FAQ entry. You can allow anyone with access to your web site to see it (no login required), or you can set it so they need to be logged in to the help desk), or you can set it to technicians only so only your staff members can see it.

The FAQ database can be populated in three different ways. You can manually add a new FAQ, you can import FAQ's from some data that you already have, or you can copy from the help desk to the FAQ database.  For example, let's say a customer asks you a very common question, and a technician replies... you can then click on a special "Copy this to FAQ" button inside the help desk call which will copy over the customer's question, and the technician's response. Of course it will strip out any of the customer's information and let you touch up the FAQ before you hit submit.