📍 Where can I find this module?
Main menu > Support
Introduction #
The FAQ module allows you to create and manage an internal knowledge base in the form of questions and answers. FAQs help support agents quickly resolve recurring issues and can be shared with customers via the customer portal. The module is accessible via Customer Support > FAQ.
1. Create an FAQ #
Click on Add FAQ from the module list.
Information to provide:
- Question: The question asked (required)
- Answer: The detailed answer
- Category: FAQ topic (general, technical, invoicing, etc.)
- Status: The status of the FAQ (published, draft, obsolete)
- Product: the relevant product or service, if applicable
2. Usage #
FAQs are used to:
- Capitalizing on knowledge: documenting solutions to common problems
- Streamline support: Agents can search the FAQ database before handling a ticket
- Informing customers: Published FAQs can be accessed via the customer portal (extranet)
3. Frequently Asked Questions #
Can customers view the FAQs?
Yes, if the customer portal is enabled, the FAQs with the status Published are accessible to customers. This allows them to find answers without creating a ticket.
How should I organize the FAQs?
Use categories to group FAQs by topic. You can also link FAQs to specific products to make searching easier.
Can I link an FAQ to a ticket?
Yes, when resolving a ticket, you can reference an existing FAQ in the system, which saves you from having to write the same response multiple times.