Does anyone know of any software or a good way for developers to build up a knowledge base of business rules that are built in to the software for help desk to use?
We already have a helpdesk software but we are not looking to replace this.
A wiki is definitely the way to go. Processes change, sometimes frequently, and in a fast-paced environment like a help desk a tool that allows quick, easy access and management of that type of content is extremely important to allow people to do their jobs effectively.
One of the greatest benefits I've found is the heiarchical sturcture of many wikis, allowing employees to find the correct content from a number of different customer angles.