Knowledgebase

 Creating Help Desk Only Admins

If you would like to create administrators that access only the help desk, you can create admin groups that only have permissions for: View Support Categories View Support Predefined Replies View Support Tickets Create Support Categories...

 Managing Support Categories

To create more support categories, you can go to Help and Support > Support Tickets > Support Categories. Click on the Create Category button.  Enter the Category Name and Description. To sort your categories, click and drag the Sort icon...

 Managing Support Tickets

To view your support tickets, go to Help and Support > Support Tickets > Active Tickets.  Click on a ticket to submit a reply.  Each reply is automatically sent to user’s email address. You can filter your tickets by clicking on the Filter...

 Setting Predefined Replies

Predefined replies allow you to respond easier to support issues.  If you would like to have predefined replies to automatically load when answering tickets, you can add them in Help and Support > Predefined Replies. Click on the Create Reply...

 Support Settings

The integrated help desk and ticketing system in eCommerce Suite allows your clients and visitors to submit support issues or questions right in their members area. Support Settings To configure settings for your help desk, go to Settings >...

 What are Instant Answers?

Instant Answers allows you to show different knowledgebase  entries based on what the user is typing on their help desk ticket. To enable Instant Answers, go to Settings > Support > KB > Enable Instant Answers On Tickets You will need...