another WYSIWYG request
I'm exploring Tender as a replacement for our existing support system. A basic switch should be relatively simple, as it's simply a matter of forwarding the existing email support. However, i'd like to more fully leverage the rich functionality your product provides, more specifically the Knowledge Base Auto Suggest.
Some of our support personnel are tasked with managing our KB / FAQ's. They use ScreenSteps Live (http://www.bluemangolearning.com/screenstepslive/). ScreenSteps integrates with other products, but i'd really prefer to use your offering. Staff can currently perform screen grabs, create and manage articles via a desktop product they sell. Similar functionality would be really great and help support personnel more efficiently manage our KB.
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1 Posted by Will on 11 Jan, 2011 11:27 PM
Hey Ariel. This is something we're exploring with future updates to the knowledge base. Chances are we'll probably move to html for the kb's and integrate a simple wysiwyg editor for basic styling. It's a ways out though, but I'm hoping for it to be hitting our development roadmap soon.
2 Posted by ariel on 12 Jan, 2011 08:15 PM
I think an HTML editor is good, but a simple interface where you can easily add inline images to articles would be ideal. An interaction like that found on Wordpress might be good.
We'd be open to testing. We believe that our support agents are best suited to generating the support docs, as they usually have good insight into what training challenges they encounter most often; therefore, our staff that manages the KB are support reps with only basic tech proficiencies. They require a simple to use tool.
Thank you for your response.
Ariel J
Rocket Matter
3 Posted by Will on 12 Jan, 2011 08:18 PM
Adding images inline should be pretty easy as it is. You just need to use the file drawer
Amanda closed this discussion on 26 Jan, 2011 08:58 PM.