I'm not sure if this will fit in with my needs.... but this is what I suggest regarding multiple departments feature. My company sells multiple types of software. If someone is searching for help with a piece of software, and they arrive at the help desk via that software's webpage, they shouldn't have to type the software name in to the search bar along with their question. Hesk should have a drop down category box that allows the user to select the software/product/service/department they are specifically looking for answers to. The field could be "all" by default, or guess the category and display it by default depending on the link used to get to the site. (Clicking on the help button on ProductX page would bring the user to the Hesk helpdesk, with the category for ProductX preselected. Any search the user did would look for answers that relate to ProductX).
Just me
supported this idea
·
I'm not sure if this will fit in with my needs.... but this is what I suggest regarding multiple departments feature. My company sells multiple types of software. If someone is searching for help with a piece of software, and they arrive at the help desk via that software's webpage, they shouldn't have to type the software name in to the search bar along with their question. Hesk should have a drop down category box that allows the user to select the software/product/service/department they are specifically looking for answers to. The field could be "all" by default, or guess the category and display it by default depending on the link used to get to the site. (Clicking on the help button on ProductX page would bring the user to the Hesk helpdesk, with the category for ProductX preselected. Any search the user did would look for answers that relate to ProductX).