Self-service Software for Eastern Europe

2025. Deskie replaced article editor in knowledge base



A new version of the WYSIWYG editor has been implemented in the interface for creating and editing articles in the Deskie knowledge base. It was written from scratch in pure JavaScript, so it should perform significantly better than the previous version. The interface remains predictable and intuitive, so it should be easy to figure out on your own. The editor panel contains everything you need for working with text and inserting elements. Most of the elements are familiar and allow you to format text, add hyperlinks, switch to source code mode, and more. Key changes include block-based layout, quick addition of ready-made information blocks and creation of custom ones, access to the CSS editor directly from the article page, and the ability to set styles for a specific publication. We will discuss these changes in more detail and also highlight some useful new tools.


2022. Freshdesk implemented flexible knowledge base hierarchy



The new flexible hierarchy makes navigating the Freshdesk knowledge base easier, as it allows to more effectively organize information by category. It allows to create up to five levels of subcategories and easily restructure your knowledge base. It also allows you to control and customize access to different levels of the database for different customer groups.


2020. Microsoft introduces Customer Voice, a real-time customer feedback tool



Microsoft unveiled Dynamics 365 Customer Voice, a real-time customer feedback tool that could compete with Qualtrics. It's a feedback management solution, and it’s designed to empower businesses and organizations to build better products, deliver better experiences to customers and really build the relationships for the customers with that feedback management tool. The data gets shared with Microsoft’s customer data platform (CDP), and is built on top of Dynamics 365 and the Power Platform. The latter provides a way to customize the Customer Voice tool to meet the needs of an individual company.

2013. Zendesk launched new self-service portal


Customer support gurus from Zendesk have come to the conclusion (from their own experience) that most customers prefer to use self-service tools and quickly find the answer to their questions, rather than email/call support. That's why they developed (as they say) the world's best self-service portal Zendesk Help Center. It combines support forums (customer community), knowledge base and customer spaces, where they can send private or public requests. It supports mobile access (both for clients and tech support staff) and provides integration with social networks Facebook and Twitter. And the coolest feature of the new tool is the template editor that allows you to "seamlessly" integrate self-service portal in your website. You can choose a template from the library and edit it at the HTML level.