Documentation forWeb Help Desk
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Create a new FAQ

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

Ensure that the tech permissions for FAQs are defined for each tech.

You can manually create a new FAQ, or automatically create an FAQ based on a ticket note. If your company is implementing knowledge-centered support, use this functionality to expand your knowledge base using information captured in the case notes.

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

See the following sections:

Manually create an FAQ

  1. From the main menu, click FAQ.

  2. Click New FAQ.

    The Create FAQ screen opens.

  3. In the Category section, specify whether the FAQ applies only to specific ticket types:

    • If the FAQ applies to all ticket types, select All. (This is the default.)

    • To assign the FAQ to one or more categories, select Specific. Then click the drop-down arrow to select the categories.

      • The list of categories is based on ticket request types. You can add additional request types. See Define request types for more information.

      • If a parent or child category is disabled, you do not have the appropriate permissions to access the category level.

  4. Enter the question and answer text for this FAQ. Use the toolbar selections to include HTML links, images, and formatting.

    Hover over each toolbar selection for a description. To link this FAQ to a related FAQ, click , search for the FAQ and then click Link FAQ.

  5. Select the audience who can access the FAQ.

    Select Everyone to allow all users, techs, and clients to view the FAQ. You can also restrict access to techs and clients, or techs only.

  6. If the FAQ applies to a limited audience, use the Tech Groups, Models, Companies, Locations, or Departments lines to restrict access to the FAQ.

    • If the FAQ is not limited, select All (the default).

    • If the FAQ applies only to a limited audience, select Specific on the appropriate line. The select one or more options from the drop-down menu.

  7. Click Add File to add an attachment. You can attach a supporting document, graphic, or spreadsheet.

  8. If you have permission to approve and publish FAQs, select the Approved checkbox. 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 on the Expiration Date line.

    The Rating field shows how other people have voted on this FAQ. You cannot rate your own FAQ.

  10. (Optional) Select a rating for this FAQ.

  11. 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 the note creation date and time to open the note.

  3. In the note editor, click Create FAQ.

  4. Click OK when prompted 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 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 the file to the FAQ.

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