One of the most important things you can do if you have no where else to place a FAQ or common troubleshooting steps is to use the knowledgebase.

The knowledgebase can save you from replying to around 30% of your average support emails simply be giving users an answer to their question before they ask it!

The ability to add different categories and fill them with answers to questions that are repetitive is a great time saver.

How many requests do you get per day? How many of those are identical?

Lets take a web host for example. A very common question might be what version of PHP and MySQL do they support? Instead of having to reply to every question, they could have a question in their knowledgebase that answers this.

You can do this for billing, office hours, contact info, address, support questions, billing questions, legal info (tos/aup/privacy policies) and so much more.

Don’t discount the knowledgebase, it’s a highly useful tool to reduce the amount of work that you and your staff are doing.