Viewing articles tagged 'help and support'
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 Knowledgebase Articles
To add a new knowledgebase article, click on Create Article in Help and Support > Knowledgebase. On the Article Details page, set the following: KB Title – The Title of your knowledgebase article KB Body – The Content your knowledgebase...
Managing FAQs
Frequently Asked Questions or FAQs allow you to publish some issues your customers may ask on a repeated basis. Managing FAQs To view your FAQs, go to Help and Support > FAQ > View FAQ. Click on Add Question. On the Update FAQ page, enter...
Managing Knowledgebase Categories
To add new knowledgebase categories, go to Help and Support > Knowledgebase > KB Categories. On the Category Details, set the following: Category Name – Name of your category Description – Description of your category Meta Title – The...
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...
What is a Knowledgebase?
The knowledgebase module allows you to setup a help and documentation section on your site. Create different categories and articles to publish that can help your customers search for answers to issues that may arise with your eCommerce site,...
What is Simple Forum?
The simple forum module allows you to build community among your members by allowing them to publicly post their ideas, issues and questions. If you want to use the simple forum module, you can activate it in Help and Support > Forum Topics...
Managing FAQs
To Add Frequently Asked Questions to your Site, follow these steps: Click on FAQ > Create FAQ Enter the New Question and Answer for each of your enabled languages. Click on Save Changes To view the FAQ on your site, click on the Status...
Setting User Moderators
If you want regular users to be able to moderate threads and posts in the simple forum module, you will just need to set that permission in the user's details area: Go to Contacts > Manage Contacts > View Contacts > Edit the user you...
Managing Forum Categories
To view your forum categories, go to Help and Support > Simple Forum > Forum Categories. Click on Create Category. On the Category Details page, set the following: Category Name – Name of your category Description – Description of your...
