A knowledge base your whole team uses
The second time a problem comes in, the answer should already be written down. Here it is written from the ticket that solved it the first time — and found by anybody, from the console or the portal.
From the ticket
When a job's work is recorded as done, Add to knowledge base opens a draft with what was done already in it. Edit it, save it.
General, or per client
How to set up a printer belongs to everybody; how this client's server is set up belongs to them. A client's tickets and computers show their articles.
Folders and search
Folders inside folders, and a search from wherever you are. Pictures pasted straight in, and buttons that open a link.
Nothing lost
Everybody can edit, every save is kept and can be put back, and two people editing at once never overwrite each other. A password typed into an article is pointed out.