Jordan Reyes

Contributing Writer, IT & Knowledge Management

Jordan writes about knowledge management, self-service support, and internal IT operations, drawing on a background in technical documentation and support engineering.

Published work

• GuideAutomating Ticket Routing: Rules, Triggers, and Best Practices

  Automated ticket routing sends the right request to the right agent without manual triage. Here's how routing rules and triggers work, and how to avoid common pitfalls.

• GuideHow to Measure Knowledge Base Effectiveness

  A knowledge base full of articles isn't the same as a knowledge base that works. Here's how to measure whether your help content is actually helping.

• GuideHow to Reduce Ticket Backlog: A Practical Guide

  A growing ticket backlog is a symptom, not the disease. Here's how to diagnose why tickets are piling up and reduce backlog without burning out agents.

• GuideKnowledge Base vs. FAQ Page: What's the Difference?

  An FAQ page and a knowledge base both answer common questions, but they scale very differently. Here's when a simple FAQ page stops being enough.

• GuideIT Ticketing vs. Customer Support Ticketing: Key Differences

  IT service desks and customer support teams both use ticketing systems, but they need different workflows, fields, and integrations. Here's how they diverge.

• GuideKnowledge Base SEO: How to Get Help Articles Ranking

  Help articles can bring in organic traffic long before someone becomes a support ticket. Here's how to make knowledge base content findable in search.

• GuideHow to Structure a Knowledge Base for Self-Service Support

  A knowledge base only reduces tickets if customers can actually find answers. Here's how to structure categories, articles, and navigation that people use.

• GuideInternal vs. External Knowledge Base: What's the Difference?

  Internal and external knowledge bases serve different audiences and need different structures, permissions, and tone. Here's how to tell them apart.

• GuideWhat Is a Knowledge Base? A Complete Guide

  A knowledge base is a self-service library of help content. Here's what belongs in one, who maintains it, and how it fits alongside live support.