Once a ticket has been closed the option to add this to the Kb (KnowledgeBase) becomes available.

By clicking this all details regarding the call are added to the Kb database allowing for easy reference.

Any key words used in the ticket are then searchable in the Kb Database.

Once added to the Kb, this is searchable by anyone that logs into a Target Helpdesk desktop on the same database. The tick box option for making the KB article public by default is left blank. If ticked this will allow clients with access to the web portal to view this Article to find there own resolutions.