An agent can easily insert an FAQ link into a ticket – complete with a nicely formatted reply around the FAQ link.  This takes just a couple of clicks and can save an agent a lot of time.

To quickly find and insert an FAQ link into the ticket reply:

  • Click on the Quick FAQ Links select drop-down
  • Scroll down the list and click on the one you need
    • Alternatively type in the first three characters of a word that exists in the FAQ topic to narrow the list then select from the options that appear
  • The FAQ link will be inserted into the ticket along with a nicely worded/formatted message

Configure The Automatic Reply

When an FAQ link is selected to be inserted into a ticket reply, the entire reply looks something similar to this:

However, you can configure this message!

  • Go to the FAQs->Settings->General tab
  • Edit the template next to the item labeled Quick FAQ Links Template.Use the {faq_link} template tag when you need the FAQ link inserted into your message/reply.
  • Click the Save Changes button.

Your can create FAQs on the fly as they respond to tickets.  This is useful if you find yourself constantly sending the same responses to customers.

There are two ways to create an FAQ inside a ticket – both are described below.

1. Reply and FAQ

When the FAQ module is installed, it creates a new button in the reply area of the ticket called REPLY & FAQ.  If you use this instead of the REPLY button then your reply is sent AND an FAQ item is created and published.

After using this button it is advisable to edit the FAQ that is created and at least add a category to it.

2. Convert an existing reply to an FAQ

When an agent hovers over a reply that is already sent a new link is available called Create FAQ.  Clicking this link will  create an FAQ item using the contents of the reply.

Note that the FAQ is automatically published.  So, it is considered best practice to immediately edit the FAQ that is created and at least add a category to it.

Add an FAQ

  • Go To FAQs->Add Faq
  • Enter a title and the contents of your FAQ
  • Make sure you create or choose a category for your FAQ.  This is going to be useful in segmenting your FAQs into sections on the front end of your site.
  • Click the PUBLISH button located on the right side of the screen.

Edit an FAQ

  • Go To FAQs->All FAQs
  • Locate and double-click the FAQ you would like to edit
    • Tip: If you have a lot of FAQs, you can search for the one you want in the search box on the upper right of the screen.
  • Make the changes you need
  • Click the PUBLISH button located on the right side of the screen.

Delete an FAQ

  • Go To FAQs->All FAQs
  • Locate and HOVER over the FAQ you would like to delete
    • Tip: If you have a lot of FAQs, you can search for the one you want in the search box on the upper right of the screen.
  • Click the delete link that shows up as you hover.
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