General settings

Support → Settings → FAQ

You can integrate Ultimate FAQ OR Arconix FAQ plugins with SupportCandy Helpdesk.

The SupportCandy FAQ integration enhances the ticketing experience for both agents and customers by providing quick access to frequently asked questions directly within the ticketing system. This integration is designed to improve efficiency by enabling agents to quickly insert FAQ links or content into their replies and by suggesting relevant FAQs based on ticket subjects.

How the Integration Works

FAQs Link Below the Reply Box

    • The integration adds an “FAQs” link below the reply box in the ticket interface.
    • This link is visible to both agents and customers.

FAQ Pop-Up

  • Upon clicking the “FAQs” link, a pop-up window displays a list of all FAQs categorized for better navigation.
  • Agents can select FAQs and insert them into replies in one of two ways:
    • As a link: Adds a link to the FAQ.
    • As content: Inserts the full FAQ content directly into the reply.

Macros with FAQ Suggestions

  • The system compares the ticket subject with FAQ tags to suggest the top three most relevant FAQs.
  • Agents can use these suggested FAQs in macros to further streamline responses.

FAQ Tab for Agents

    • Agents have an additional “FAQ” tab available on individual ticket pages.
    • This allows them to search and use FAQs while managing tickets.
Steps to Configure FAQs

  1. Enable the FAQ Integration

    • Navigate to Support > Settings > FAQs.
    • Select the FAQ plugin you want to integrate with SupportCandy.
    • Click Save Changes.

  2. Create and Manage FAQs

    • To create or edit FAQ topics and categories, visit the FAQ plugin dashboard.
    • Add FAQs with clear titles, descriptions, and relevant tags for better searchability.
    • Organize FAQs into categories for easy navigation.
FAQ Suggestions in Macros
  • The integration enhances the macro functionality by suggesting FAQs.
  • It compares the words in the ticket subject with the tags assigned to FAQs.
  • The top three matching FAQs appear as suggestions for agents to insert into replies or email notifications.
Using the FAQ Plugin Dashboard
  • To add or edit FAQ topics and categories, go to the FAQ plugin dashboard.
  • From here, you can manage your FAQ library to ensure it stays updated with accurate and relevant information.

By leveraging this integration, SupportCandy ensures that agents can provide quicker and more accurate responses while reducing repetitive tasks. Customers also benefit by having easier access to FAQs, improving their overall support experience.

What are your feelings