Sharing Knowledge with an Open Source Knowledge Base
What is an open source knowledge base?
An open source knowledge base is a repository of structured content built with open source software. When companies wish to offer their customers a self-service system for finding important information, they typically provide a knowledge repository for users to educate themselves with. Open source software, which is free, can seem like a good option for building a place where knowledge can be searched for. However, that kind of software forces an organization to use its own resources to create and troubleshoot their help articles.
Because Zendesk is a versatile application, knowledge bases can be customized and branded to look like it’s been built from scratch while offering a far better experience to the users.
Some companies, particularly smaller ones, choose software that's open source for self-service management. There's an often false assumption an open source application is the only way to build a customized help guide.
Ultimately, open source can actually cost more in resources than paid software, because the company that uses it will have to use internal resources to build and update the open source knowledge base on their own. When problems arise or help guide files are misplaced, they'll have to rely on themselves to troubleshoot.
- Multilingual support
- Customization services
- Access to customer success and technical support
- Metrics and reporting
- Enterprise level security
The right time
Zendesk's platform, along with providing other self-service options, helps companies offer their customers a powerful knowledge base. Thanks to Zendesk's versatility, knowledge bases can be customized and branded, so the it will look like it’s been built from scratch while offering a far better experience to the users. Zendesk’s customer success and technical support platform offers the flexibility to integrate with other software applications, thanks to it's open API.Build a knowledge base correctly the first time
A great knowledge base is part art, part science. Luckily we have plenty of resources to help with both!