Support Desk Manager and Knowledge Base Manager
Run customer support and self-service help inside your SpaceMedia platform with the two support add-ons.
Two add-ons that work best together: one answers questions, the other prevents them.
| Add-on | Gives you |
|---|---|
| Support Desk Manager | Ticket intake, ownership, statuses, priority, escalation, reporting |
| Knowledge Base Manager | A searchable help center on your own platform |
Before enabling either
Both are customer-facing the moment they are on. Assign an owner first.
A ticketing system nobody reads is worse than no ticketing system, because customers can see their message was received and reasonably expect a reply.
Support Desk Manager
Decide before launch: who owns first response, what your target response time is, when something escalates to SpaceMedia, and what you do out of hours.
Publish your response time to customers and hold to it. Most support dissatisfaction is about silence rather than about the answer.
Day-to-day operation is in Ticket management.
Knowledge Base Manager
Write articles for the questions you actually receive, not the ones you imagine. After two weeks of tickets you will know your top ten, and answering those removes most repeat volume.
Keep articles current. A wrong help article generates more tickets than no article, because customers follow it and then need help twice.
Escalation still exists
Neither add-on changes the boundary. Your customers reach you; you reach SpaceMedia through authenticated tickets when something is platform-side. See Troubleshooting and escalation.
Activation
Both are activated from the add-on catalog. See Plans and add-ons, and docs.spacemedia.uk for configuration detail.