I. Intro

In the Help Desk FAQs, administrators can add FAQ categories and FAQ content. The administrator can use the batch upload function if a large number of questions need to be added. The administrator can also edit FAQs, edit and delete FAQ categories, sort FAQs, and set FAQ expiry dates.

II. Steps

1.Add categories

Log in to Help Desk admin and click the FAQs icon in the left navigation bar to go to the FAQs page. Click the plus sign (+) next to All Categories. Enter the category name and click Confirm.

You can also click the more icon next to a subcategory under All Categories to edit or delete it, or add a subcategory to it.

Administrators can drag to sort, categorize and organize the FAQs based on their needs. You can drag and drop categories within the same level, or drag a category on another category to make it a subcategory.

Note: Up to 8 levels of categories can be added in FAQs. The added categories will be displayed in FAQs category cards. If you enable the FAQs Category Card feature, users can click an FAQ category to view FAQs in up to 3 levels of categories. Categories of each level are ranked based on popularity. This helps users quickly locate answers, improving problem solving efficiency.

2.Edit time limits

The administrator can edit the time limits for FAQ questions and categories. For example, if a company sets effective/expiration times for its interim leave policies and time-sensitive policies, this prevents non-effective FAQs from confusing users.

You can edit a question or category:

You can also select and batch edit:

Edits you make are visible in the Effective status column.

3.Add and edit FAQs

In the Add Question drop-down list in the top right corner of the FAQs page, select Single Question or Multiple Questions.

3.1 If you select Multiple Questions, click Download template in the bottom left corner of the pop-up window, enter questions and answers based on the template format, upload the file, and click Confirm.

3.2 If you select Single Question, enter the following information and click Submit:

•Question (required): Enter a complete question with a question mark (?). The question can contain up to 100 characters.

•Similar questions (optional): The more similar questions you add, the smarter the bot's suggestions will become. To learn more about the question configuration principles, visit Maximize your help desk's efficiency with smart bots

•Answer (required): Enter the answer to the question. You can click the image or link icon in the editing box to insert images or links. You can also copy and paste images and links into the editing box from cloud Docs or other sources.

4.Modify and delete an FAQ

Modify an FAQ: Click the question of the FAQ to be modified or click the more icon next to the FAQ and select Modify to go to the editing page. Edit the FAQ as required and click Submit.

Delete an FAQ: Click the more icon next to the FAQ to be deleted and select Delete.

Restore FAQs: Deleted FAQs are moved to and reserved in the trash. You can click Trash in the bottom left corner to view deleted questions, which can be restored within 30 days after they are deleted.

III. FAQs

Why are some categories unavailable when I configure an FAQs Category Card?

If the administrator sees the following message, the category and its subcategories may not contain any questions (empty FAQs), or the status of the corresponding FAQs may not be set to Valid.

Find the corresponding category in the FAQs and add a question, or change the status.