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Be able to create FAQ categories that are not listed in "Request Types" in the Client Portal

We like the FAQ section and use it a lot, but our Request Type list is structured to enable to track items for audit purposes as much as anything else. So we have a lot of How Tos and training items that we would like to make available vis FAQs that simply do not fit with our Request Type / ticketing structure. We also do not want to clutter the request type list with Types that we don't want tickets created for.

So, when users go into the FAQ screen, we woul dlike to have the request types and also be able to create other categories that will assist our users in finding the FAQs they seek, withouit cluttering up our request Type list in the ticketing protal.If we had that, we could expand the FAQ section to be a complete training and how-too repository.

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Comments

dustin.dec

We're also looking for this feature has we use Request Types for the type of issue being reported (e.g. Bug, Config Error, ect). When selecting the product, it is done through a custom field and thus we cannot create FAQ categories appropriately. Rather, we're having to use a work around currently by creating a fake Request Type by the product(s) name and in the description request customers do not actually leverage the Request Type(s). This is confusing and causing our Support team to have to spend extra time to explain it during customer on-boarding.