You can use our Knowledge Capture app to leverage your team’s collective knowledge.
Using the app, agents can:
- Search the Help Centre without leaving the ticket
- Insert links to relevant Help Centre articles in ticket comments
- Add inline feedback to existing articles that need updates
- Create new articles while answering tickets using a pre-defined template
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Does this role... |
Owner |
Admin |
Non-Signing Admin |
Signer |
Approver |
Editor |
Viewer |
|
Provision MPC signing keys |
Yes |
No |
No |
No |
No |
No |
No |
|
Delete user |
Yes |
No |
No |
No |
No |
No |
No |
|
Reset 2FA |
Yes |
No |
No |
No |
No |
No |
No |
|
Freeze transactions |
Yes |
Yes |
No |
No |
No |
No |
No |
|
View all workspace settings |
Yes |
Yes |
Yes |
No |
No |
No |
No |
|
Export transaction history |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Require the Fireblocks mobile app |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
No |
|
Initiate transactions |
Yes |
Yes |
Yes * |
Yes |
No |
Yes * |
No |
|
Cancel transactions |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
|
Approve transactions |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
No |
|
Sign transactions |
Yes |
Yes |
No |
Yes |
No |
No |
No |
|
Create vault accounts |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
|
Add asset wallet to a vault account or whitelisted wallet |
Yes |
Yes |
No |
Yes |
No |
No |
No |
|
Add/whitelist a new destination (Network, exchange, fiat whitelisted wallet) |
Yes ** |
Yes ** |
Yes ** |
Yes ** |
Yes ** |
Yes ** |
No |
|
Participate in the admin quorum |
Yes ** |
Yes ** |
Yes ** |
No |
No |
No |
No |
|
Re-enroll devices |
Yes ** |
Yes ** |
Yes ** |
No |
No |
No |
No |
|
Add console/API users |
Yes *** |
Yes *** |
Yes *** |
No |
No |
No |
No |
|
Enable one-time addresses |
Yes *** |
Yes *** |
Yes *** |
No |
No |
No |
No |
|
Change the admin quorum |
Yes *** |
Yes *** |
Yes *** |
No |
No |
No |
No |
|
Add or approve a new ERC-20 asset |
Yes |
Yes |
Yes |
No |
No |
No |
No |
Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.
To get started, see our Knowledge Capture documentation.
And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.
Q&A template:
[Title]
Question
write the question here.
Answer
write the answer here.
Solution template:
[Title]
Symptoms
write the symptoms here.
Resolution
write the resolution here.
Cause
write the cause here.
How-to template:
[Title]
Objective
write the purpose or task here.
Procedure
write the steps here.