Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Manage FAQ Categories

Click 'Staff Panel' > 'Knowledgebase' > 'Categories'

• Frequently Asked Questions (FAQs) can be added to categories of your choice. New FAQs must be added to an existing category.

• Click 'Staff Panel' > 'Knowledgebase' > 'Categories' to add, view and edit FAQ categories

• Categories can be made 'Public' or 'Internal'. Individual FAQs can also be made 'Public' or 'Internal'.

• 'Public' category +  'Internal' FAQ = FAQ is internal.

• 'Public' category +  'Public' FAQ = FAQ is published to end-users.

• 'Internal' category + 'Internal' FAQ = FAQ is internal.

• 'Internal' category + 'Public' FAQ = FAQ is internal.

• Select the checkbox next to a category and click 'Make Public' to publish it.

• Select the checkbox next to a category and click 'Make Internal' to make it category private.

Column Headers

• Name: The name of the category.
  

• Type: Indicates whether the category is published or internal.

• FAQs: Displays the total number of FAQs available under the category. Click a number to open the  respective 'FAQ Category' screen. See 'FAQs' for more details.

• Last Updated: The date and time at which the category details was edited and updated.

From the interface, a staff member can:

• Add a new category

• Edit a category

• Delete a category

• Mark a category as public or private
  

Add a new category

• Click the 'Add New Category' link at the top
  

The 'Add New Category' dialog appears.

• Category Type: Select whether the FAQ category should be marked as 'Public' or 'Private'. By default it will be 'Private'.

• Visible for Role:Specify which staff roles can view the FAQs in the category. Select 'All' to let all staff view them. Choose 'Only Selected' to restrict visibility to certain staff roles.

• Visible for Customer: Specify which customer's users are allowed to view the FAQs in this category. Select 'All' to allow any customer's users to view them. Choose 'Only Selected' to restrict visibility to users of certain companies.

• Category Name: Enter a short, descriptive name for the FAQ category.

• Category Description: Enter a brief description for the category.

• Internal Notes: Add notes that can be viewed by staff and admins.

• Click the 'Reset' button to clear the fields.

• Click the 'Add' button to save the category.

Edit a category

• Open 'Staff Panel' > 'Knowledgebase' > 'Categories'

• Click on a category name to edit the category

OR

• Open 'Staff Panel' > 'Knowledgebase' > 'FAQs'

• Click on a category name then click 'Edit Category'

 

The 'Update Category' screen appears. The form is similar to 'Add New Category' form. See explanation of adding a new category for descriptions of the settings on this page.

• Edit the category as required and click the 'Save Changes' button.

Delete a category

• Select the category and click 'Delete' at the top.

• Alternatively, open 'Knowlegdebase' > 'FAQs' page, click the FAQ category to be deleted and click 'Delete Category' from the FAQ list page
  

• Click 'Yes, Do it!' in the confirmation screen. 

Note: Removing a category will also delete the FAQs under it.

Mark a category as public or private

• Click 'Staff Panel' > 'Knowledgebase' > 'Categories' to open the 'Categories' interface

 

• To publish a category, select it and click the 'Make Public' button.

• To make a category as private, select it and click the 'Make Internal' button.

• In the confirmation screen, click the 'Yes, Do it!' button.