Knowledge Base
Before submitting a service desk ticket, check the Knowledge Base.
The Knowledge Base is a self-service option which is quick and easy to use. With hundreds of articles written by our service desk agents, it is likely to have the answer you're looking for.
The majority of articles in the Knowledge Base have been written in response to past tickets. They're designed to help you solve your problem quickly. Without needing to raise a ticket. So you can avoid additional time spent waiting for a response.
Accessing Knowledge Base
The Knowledge Base can be accessed from the service desk. You currently need a GovCMS service desk account to access these articles.
Accounts are generally set up during the GovCMS onboarding process and are assigned to team members who have primary responsibility for your website.
Contact your project lead if you do not have access and think you should.
Finding an answer
When you go to submit a ticket in the service desk, your subject becomes a search. Look to the right of your screen and you will see suggested articles that may answer your query.
You can also view and navigate the available articles on Knowledge Base on the website, or search them using the search bar.
We’re increasing our focus on improving the Knowledge Base to make it easier for you to find the information you need.
As part of this work, we will be updating our templates to make articles clearer and easier to understand. We will also be testing and updating the current folder structure to make it simpler to search and navigate.
If you would like to provide your thoughts on the Knowledge Base, or you would like to be a part of our testing, please let us know. You can contact us using the Contact Us form.