Here is an example of what I am talking about. In this case the actual ticket doesn't matter, it is the concept that matters.
To the right of every ticket, a listing of FAQs should appear that are appropriate for the Request Type. When creating a new NOTE, you should be able to click on any FAQ that would appear on the right, and a link should be created within the NOTE, so the Client can click and see the FAQ.
The FAQ needs to support both Graphics and Videos.
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When a Tech is putting a Note into a ticket, there is an option to link to a FAQ:
When i put in a FAQ like this with a link to YouTube:
I get an embedded video like this:
So it is almost there, but not quite.
When I look at a ticket and click the "Link FAQ", it takes me to a new generic window, where I need to select the information I am looking for (when it should already have made that selection for me based on the Request Type of the ticket).
I would also prefer the Link FAQ button NOT open a separate window, but have the FAQs available on the Ticket so a Tech can also view them while looking at the ticket. Separate window mean covering up the Ticket. Should be an option to open into a separate window, but there should also be an option to display the FAQ list within the same window of the Ticket based on the Request Type of the ticket (default) with an option to search further if desired.
I will play with this now that I can see that it is possible.
thank you Kelly Tice
I should ask since I am here (I know I should try but I will ask anyway).
Will the embedded graphics and videos be viewable to our clients in their email?
Our clients do not Sign Into WHD. Everything is done via email. They submit tickets via email, the notes get sent back to them via email.
The screenshots you sent are all WHD screenshots. I am hoping the graphics and videos when included in the Notes and sent back via email will be included as well.
Let me know if I am wrong, but I cannot copy/paste from Preview into a FAQ in WHD using Google Chrome (at least it is not working for me).
I need to copy/paste from Preview into a Google Doc, then copy/paste from the Google Doc into a FAQ using Google Chrome.
When attempting to copy/paste directly from Preview into a FAQ nothing happens. Like WHD will not accept the clipboard.
Still need to see if the same thing happens in Safari, but it wasn't working in Chrome.
I use Preview to annotate the graphics (screenshots).