Helptopic

Applicable editions: Faveo Helpdesk Community and Faveo Servicedesk Community

Well it’s difficult to manage plethora of tickets, isn’t? No more! Use Help Topics to organize the tickets categorically. Learn how to create a help topic through this module. Help topics are keywords that help to manage the tickets, by organizing the tickets categorically.

To create a new help topic, follow these steps: Go to Admin Panel> Manage > Help Topics > Create Topics

Status: Make sure the Help Topic is activated in the system by setting its Status to Active.

Type: Select if the help topics is accessible publicly or privately, by clicking to the corresponding radio button.

Topic: Create a name for the help topic, this is a mandatory field.

Parent Topic: Here you can mention the Parent topic under which this helptopic falls. This is not a mandatory field. If you don't wish to link the helptopic with the parent helptopic then you can leave it at 'select a parent topic'.

Custom Form: You can associate your helptopic with the unique form if required.

Department: Assign this topic to a suitable department by selecting a department name from the drop down list.

Priority: You can select a particular priority, either Low, Normal, High or Emergency with the helptopic.

SLA Plans: You can associate an unique SLA for the helptopic.

Auto assign: When a ticket is raised with this Helptopic it can be automatically assigned to a particular agent.

Internal Notes: Here you can share the notes related to the helptopic creation, which is visible to the admins only.