cancel
Showing results for 
Search instead for 
Did you mean: 
Create Post

FAQS linked to multiple request types

FAQS linked to multiple request types

Allow FAQs to be linked to multiple request types. Currently FAQs are associated to only one request type. For certain request type structures in some organizations, this does not work well. We currently have stuck with leaving the FAQs and associating them to request types that are high-level. This isn't ideal because clients will not see them as they start drilling down into the sub-request types.

http://forums.webhelpdesk.com/forums/comments.php?DiscussionID=141&page=1#Item_0

Tags (1)
15 Comments
Level 10

Yes please.  FAQs should be allowed to spread across multiple ticket request types and not "drill down" or disappear if the sub type changes.

Currently, for one department I'm setting up, I have to make multiple and very lengthy FAQs so the client can still see them as they choose their department's request types.

Level 7

This would be extremely beneficial, as clients often do not pay attention to the high level FAQs when they know their request type is several options deeper. Recreating each FAQ for each request type is not an option for us; it is simply too time-consuming.

Level 7

Yes this is exactly what we need. We would like some FAQ's for many different request types and sub types and having to duplicate each FAQ is very time consuming. Please make this happen.

Level 7

Yes please. We have had to create same FAQ's for each request type and it is quite repetitive. Thanks

Level 8

I would love to see this feature. We currently we cross list FAQs by creating a separate nearly blank FAQ with a link to the referenced FAQ under different problems types.

Product Manager
Product Manager

+1 Here, would love to see this feature.

Tony Johnson

Loop1 Systems.

www.loop1systems.com

Level 9

Agreed, I have run into this many times where I'm recreating FAQs to be used across different request types.  Would love to link across various areas.

Level 8

I would like the ability to have the faq show once the user has drilled down and the faq relates to their problem.  In my situation, it makes no sense to have the faq show at the parent level.  I was originally told I could do this but after multiple calls (and a fix installed) they said they can only show at the parent level.  This doesn't help my users at all.

Level 9

I can't believe that they just overhauled the FAQ system in v12.2.0 but did not even bother to include the second most requested feature along with that overhaul. And it doesn't even get a mention for the next update.

Level 15

It's definitely something we want to do. WWWO post is shortlist of some things we are looking at, but there are almost always changes . We overhauled the FAQs as you said, but main goal of that was to migrate underlaying technology and we were careful not to break something by the migration. We carefully considered to do improvements as part of this migration process, but we wanted to minimize risks. Please stay tuned, this is one of the things we want to do.