That's nice to read, at the end the knowledge base is not meant to be a "cool" solution, but an effective way to lower the number of tickets.
About the videos, as I said there are some natural steps in the evolution of the knowledge base, I'm almost sure they will come, you are already well organized.
You are totally right also in the fact both the helpdesk system and the knowledge base can cover a huge part of the users' problems, but there will always be a certain percentage of problems that can be addressed only with proper training.
