Documentation
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INDEX

Documentation Library

Search for information on Hornbill Documentation.

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Have questions about this site?

What is this site?

  • This website is Hornbill's new product documentation website and is currently under development.
  • It is intended that all existing and future public-facing documentation we produce will be available to search, browse and share.
  • Hornbill's current documentation is available at Hornbill Wiki but over time this content will be migrated to this documentation site.
  • Please feel free to have a look around at any time.

Why has Hornbill created this site?

  • Hornbill's products have moved on considerably since we introduced it almost 10 years ago. At the time, the MediaWiki tool was sufficient, but we have outgrown it.
  • Our customers are more enterprise focused and more self-sufficient than ever before, so for 2023 and beyond we have established a new documentation platform and team to drive our documentation initiative forwards.
  • We are aiming to deprecate the use of Hornbill Wiki for most Hornbill related documentation.
  • We want to enable our growing partner network with product resources and information, documentation beyond our Wiki approach is required.
  • We could definitely do with some help, and may even pay for some! If you have domain knowledge and would like to help, please check out our Hornbill Docs Contributor Guide and contact the Hornbill docs team at docs@hornbill.com.

What will this site be good for?

  • Community contribution will be facilitated, encouraged, and most welcome.
  • High quality documentation, will be kept up to date as rapidly as our products evolve.
  • Real-time content search and discovery.
  • Articles organized into books, books into libraries, creating a more natural and logical structure to our documentation.
  • Legacy API documentation and various other documentation sources will all be consolidated into a single unified documentation system.
  • Documentation available in browser as well as printable/viewable as PDF on demand.
  • Personalized documentation experience, allowing dark/light mode, article subscriptions, social media sharing and other useful features.
  • Almost all publicly available documentation on docs.hornbill.com will be open-source and available to fork on GitHub, allowing customers to derive their own custom documentation around Hornbill products should they wish to.

What is the timeline for this site?

  • We have taken the decision to publish and make available early, there is very little content at this time.
  • As and when we have completed/usable documentation, it will be published here.
  • We have a host of additional features we wish to add over time, so please watch this space.
  • We expect most of our existing documentation should be reviewed/migrated to docs.hornbill.com over the coming months.
  • The documentation project will be ongoing, will continue to expand, evolve and improve day-by-day.

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More...

Knowledge Generator

Create a new knowledge article instantly from a prompt. Save time creating and looking for knowledge.

Benefits to you

  • Eliminate time spent looking for how-to knowledge.
  • Save time/effort/cost creating knowledge articles for your knowledge base.
  • Improve quality and effectiveness of knowledge - meaning more efficient use of knowledge.
  • Speed up the incident resolution and request response.
  • Empower end users with more self-fixes to deflect calls from your service desk.
  • Increase agent case throughput. Reduce backlogs. Cut workloads and stress. Reduce staff churn.

What you can do

  • Quickly create and share new knowledge articles to help agents and end users solve common, generic issues.
  • Shorten and listify existing knowledge articles at the click of a button.
  • Create/adapt content for different audiences (e.g. technical and non-technical) with automatic tone adjustment.
  • Knowledge Generator outputs content in HTML.
  • A new knowledge article can also be created from a resolved request record and submitted as a draft item to be curated.

Note: The HAi Knowledge Generator does not take input from your own Hornbill Knowledge Base. Responses are powered by OpenAI.

Where to find it

Look for the HAi icon in the Knowledge Base Article screen top right corner of the main knowledge article content box. Hornbill Ai

(1)

How to use it

Create new knowledge articles in 2 simple steps:

Input and highlight the text you want to use as a prompt. Click “Knowledge Generation” in the drop-down menu. Either start from scratch with a prompt (e.g. “Write a guide on changing the printer ink in Epson printers”) or use a prompt to add content to an existing knowledge article (E.g. “Add a paragraph explaining how to do this using terminal access rather than the GUI”). Your highlighted text will be replaced by the Knowledge Generator output. If no prompt is highlighted, the whole content of the text field will be used as the prompt - and the output will be appended to the end of the existing text. Knowledge Generator

(2)

OpenAI generates the content. Click the tick to add it to your knowledge article – where you can edit the content or use the HAi options to change the tone, shorten, or listify. Knowledge Generator

Tips and Tricks

  1. Highlighting text to use as a prompt - If you already have a knowledge document that needs some additional material you can ask using the Ask HAi instruction with the prompt highlighted and the rest of the knowledge document will be sent as additional context to the generated response makes sense and is formatted accordingly, once generated the response will overwrite the highlighted text instead of being appended to the end. Knowledge Context Tip
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