Why we built our own help hub for our IT service


As we received high numbers tickets about very basic uses of our platform, we realized people weren’t using our knowledge base resources.

Our feedback surveys indicated that many of our WordPress users wanted access to our help content but they also wanted to avoid using the enterprise-wide knowledge base system because they found it clunky, dated, and a chore to navigate. However, the Central IT department, abiding by ITIL principles, required that all university-wide services publish documentation using the same consistent platform.


We organized our knowledge material into contexts that made sense and also created a time-saving FAQ.

We took advantage of the user-friendliness of our WordPress platform and built a gateway into the central knowledge base system. We provided our users with an interface that is visual and clear, responsive and accessible, while remaining in step with Central IT’s rules.


See screenshots of the resource here: