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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Knowledge-centered support > Create a new FAQ

Create a new FAQ

Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 32 Votes: 0 Revisions: 5

Techs can use FAQs to share information and quickly locate resolutions to common problems. In addition, clients can search the FAQ knowledge base within Web Help Desk to locate answers to their questions.

You can create a new FAQ manually, or you can automatically create an FAQ based on a ticket note. If your company is implementing , use this capability to quickly expand your knowledge base using information already captured in case notes.

Before creating a new FAQ, search the knowledge base to determine if an existing FAQ answers the question. If so, you can link the existing FAQ to the ticket.

Set tech permissions for FAQs

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Tech > Tech permissions.
  3. Click the tech permission name. 
  4. Scroll down to the Other Permissions tab.
  5. Click FAQ Edit.

    Additional options display.

  6. Select FAQs "All" Category Edit to enable tech access to All and Specific FAQ categories. This allows techs to view FAQs in the Create FAQ page for all requests.
  7. Select any additional selections as required. See the tooltips for details.
  8. Click Save

Access FAQs in the tech user interface

  1. Log in to the tech user interface.
  2. Click FAQs in the toolbar.
  3. Click New FAQ in the FAQ toolbar.

    The Create FAQ page displays.

If you select FAQs "All" Category Edit in Setup, the tech can access All categories in the Create FAQ page.

The Category is identical to the ticket request type.

The tech can also edit an FAQ by selecting Specific and clicking the drop-down arrow to select one or more categories for the FAQ.

When you de-select the FAQ Edit check box, the remaining FAQ permissions are disabled in the Other Permissions tab.

Additionally, the All and Specific categories in the tech user interface are disabled by default, and the tech cannot change the category selection. 

Techs can view FAQs assigned to All and Specific categories, but cannot edit these FAQs. 
See Define tech permissions to change the category permission for each tech. 

Manually create an FAQ

  1. In the toolbar, click FAQs.
  2. In the FAQ toolbar, click New FAQ.
  3. In the Create FAQ screen, click the Category drop-down menu and select a category.

    This field is populated from the ticket request types. You can add additional request types. See Define request types for more information.

  4. Enter the question and answer text for this FAQ.

    Question and answer text can include HTML links and formatting, as well as Bulletin Board Code (BBC) tags.

  5. If you want to link this FAQ to a related FAQ, click File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0J0/010/WHD-OB-Link-FAQ-Button.png. Then search for the FAQ and click Link FAQ.
  6. Use the radio buttons to restrict who can view this FAQ or specify what model the FAQ applies to.
  7. In the Attachments row, click Add File to add an attachment, such as a supporting document, graphic, or spreadsheet.
  8. If you have permission to approve FAQs, select the Approved check box to publish the FAQ. Otherwise, notify an approver that the FAQ is ready for review.

    FAQs can be approved by all admins and by techs with the Approve FAQs permission.

  9. If you want the FAQ to expire, select an expiration date and time.
  10. Click Save, and then click Done.

Create an FAQ based on a ticket note

  1. Open the ticket and click the Ticket Details tab.
  2. In the Date column of the Notes section, click in the note's creation date and time to open the note.
  3. In the note editor, click Create FAQ.
  4. Click OK at the confirmation dialog to create the FAQ.

    The following elements are automatically populated with information from the ticket:

    Ticket FAQ
    Request Detail Question
    Note text Answer
    Request Type Category

    The FAQ is created, but it is not approved. Also, any attachments to the note are not attached to the FAQ.

  5. Search for the FAQ, select it, and click Edit.
  6. Make the following changes as needed:
    • Edit the Question and Answer text to make it appropriate for a general audience. For example, remove people's names and company-specific information.
    • Use the radio buttons to restrict who can view this FAQ or specify what model the FAQ applies to.
    • If the note included an attachment, attach that file to the FAQ.

      If necessary, first download the attachment from the ticket to your computer, and then attach it to the FAQ.

  7. If you have permission to approve FAQs, select the Approved check box to publish the FAQ. Otherwise, notify an approver that the FAQ is ready for review.

    FAQs can be approved by all admins and by techs with the Approve FAQs permission.

  8. If you want the FAQ to expire, select an expiration date and time.
  9. Click Save, and then click Done.
 
Last modified
15:02, 18 Jul 2016

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