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How to build your Optanik Support public page and knowledge base

Design the help desk's public page, protect the ticket form from spam, publish knowledge base articles, and share the public URL.

Every Optanik Support workspace has a public page: your help desk's own website, where people open tickets and look them up without signing in.

Design the Optanik Support public page

Public page shows a live preview of the real page. Drag sections around, set them full width, left or right, and add text, titles, dividers and images. An announcement banner can warn everyone about an outage. Add your hours, an after-hours contact, your IT staff, FAQs, knowledge base articles and Remote Assist downloads so people can help themselves.

Public page · watch from 5:38 in the full Optanik Ticketing tutorial

Protect the Optanik Support ticket form

Security protects the public form. Turn on a CAPTCHA, a hidden trap for bots, and limits on how many tickets each address or email can send in an hour. Duplicate tickets can be quietly quarantined or rejected outright, and you can switch the form off in an emergency. Quarantined tickets don't send notifications, so spam never reaches your team.

Security · watch from 6:06 in the full Optanik Ticketing tutorial

Write Optanik Support knowledge base articles

Knowledge base is where you write help articles. Give one a title and a summary, write the page with headings, lists, links and images, and publish it. Pin your most useful pages to keep them at the top of the public list.

Knowledge base · watch from 6:22 in the full Optanik Ticketing tutorial

Share the Optanik Support public URL

At the bottom of the menu is your public page's address, with a shortcut to edit it and a shortcut to set up your ticket email. Customers use the workspace URL, like /your-workspace, to open a ticket or look one up with the ticket number and their email, with no account needed.

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