Know What You Know
HelpDesk provides an easy to submit, easy to search database that will allow you to record the symptom, cause, and resolution of issues completed in the past.
Each article contains a simple listing of the symptom, cause and resolution to a problem. This lets technicians and users quickly find their solution.
Don't Start From Scratch
Usually, all the information you need to solve a problem is in the ticket. That's why HelpDesk can automatically create knowledgebase articles when you close a ticket.
Just by closing tickets, your knowledgebase will eventually store everything you know about.... well, everything. And that's the point.