SLA24 Documentation

Create a Documentation Item Inside A Ticket

Your agents can create Documentation Items on the fly as they respond to tickets.  This is useful if they find themselves constantly sending the same responses to customers.

There are two ways to create an FAQ inside a ticket – both are described below.

1. Reply and Documentation

When the Documentation module is installed, it creates a new button in the reply area of the ticket called REPLY & DOCUMENTATION.  If you use this instead of the REPLY button then your reply is sent AND a Documentation item is created and published.

After using this button you will still need to navigate to the newly created documentation item to fill out the product, chapter and other information before it automatically shows up in your documentation on the front-end.

 

2. Convert an existing reply to a Documentation Item

When an agent hovers over a reply that is already sent a new link is available called Create Documentation.  Clicking this link will  create an new Documentation Item using the contents of the reply.  After using this link you will still need to navigate to the newly created documentation item to fill out the product, chapter and other information before it automatically shows up in your documentation on the front-end.

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