Adding a Knowledge Base
In addition to having a quality ticket management system its important that a customer support team provides a customer facing knowledge base. This will provide customers the ability to help themselves and quickly find answers to their problems. Not to mention it will limit the number of incoming customer support requests. I started developing a knowledge base feature for Motivware and added a link for reference on the landing page. It still needs a lot more development effort but I'm happy that I at least started this feature.
A user can sign into the application and access the knowledge base button from the side navigation bar. From here it's easy to create new articles and organize them into separate collections. Everything published from here can easily be displayed on your companies website. You can simply copy the link and publicize the knowledge for your customers. Here is a demo of what this could look like for a support team.