Self-Help Desk Feature: Threaded User Forum

You already know the benefits of pooling knowledge in a discussion format. Like a traditional discussion application, our threaded support discussion allows users to collaborate on solutions and to seek more information from the user community. Help desk personnel can monitor the discussion and participate as needed. The discussion is NOT a moderated discussion, so users can freely exchange ideas.



The only difference is that users can set the forum entry type, for example, this one is set to be a Question:



Users can pick from a list of forum entry types, or enter their own.

Having a user forum allows users to find answers to their questions without escalating them via Problem Reports or Service Requests.

Two common forum types are instantly available to users from the navigator: