Documentation

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Documentation Library

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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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Suggest Resolution

Automatically generate user-friendly request resolutions from technical updates from team members.

Benefits to you

  • Agent assistance: Save time producing user-friendly resolution content that can be presented to the customer.
  • Agent deflection: Reduce inbound calls. Reduce tickets/backlog. Reduce stress. Cut staff churn.
  • User experience: Empower users to do more, faster. No waiting. Customers get back to being productive faster.

What you can do

  • Simplify very technical request resolutions into content that’s suitable for end-user consumption.
  • Generate request resolutions from a post in a ticket timeline (top level; not comments to posts).
  • Or simply paste a block of text into the Request Resolution box and click Suggest Resolution to generate user-friendly content.

Where to find it

In any request record. Accessible as a drop-down menu option in the Request Resolution field and any timeline posts. Hornbill Ai

How to use it

(1)

Open a request record. Identify a ticket timeline post that contains the resolution information. Click Suggest Resolution. Suggest Resolution

(2)

HAi generates a user-friendly how-to solution. Click the tick to accept the resolution content. Suggest Resolution

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