FAQ

Registered users can ask questions to the company staff. The users can indicate the category their question relates to. When creating a new category or editing the already existing one, it is possible to appoint a member of staff that will answer the questions related to this category. If the user didn't specify the category, you can relate the request to a certain category while editing. In this case the person in charge will answer it.

When the visitor asks a question, in the «Techsupport» section (menu item «Requests») a new request will appear. Moreover, the one responsible for the category will receive an email notification about a new request with all the necessary details.

To answer the user's request it is necessary to use the link «Edit» in the list of requests.

In the list of requests you can view their status. Icons of different colors are used for this. All new requests are marked with red icons. If the last who answered the request was the administrator or the person in charge the icon will also be red. A green icon means that the user, who asked the question, was the last who answered.

When editing the request it is possible to appoint a person in charge, relate the request to a certain category, if the user didn't specify that, or change the category.

The discussion is not limited by user's question and administrator's answer. It can be continued till the full solution of the problem.

When viewing the discussion in details you can edit your message, user's question or delete the message, using special icons.

In the user's request there may appear a question that was answered before or this answer can help the user. You've got an opportunity to indicate questions on the similar topic so that the user could try to solve his/her problem with the help of those questions. To do this it is necessary to select the corresponding questions in the field «Similar topics in FAQ» and save the changes.

To answer the question in details you can specify a link or add an image. After answering the question you can set the status of the request: taken for consideration, in process of solving, can't be solved, successfully solved.

If you see the necessity in closing the discussion, check the field «Close the request». Messages can't be added to the closed request. However, if the user doesn't agree with your decision to close the discussion he/she can renew it and open the request. Moreover, the user can give an opinion about the answer, selecting a certain mark: satisfying, not full enough, not satisfying. The user's mark can be seen while viewing the list of requests. The mark will be shown in the column «M» (mark).

The discussions are available for viewing only to their participants. However, the same problem can arise with other visitors of the site. Thus, this problem should be presented in the public section of FAQ.

Questions asked by users are not published automatically in the list of questions available to all users. After the discussion is closed the administrator can decide to place the question in the public section of FAQ. It is possible to formulate clearly the problem that arose with one or several users, give a detailed answer to the question.

A question is related to a certain category. Categories are set in the section "Reference book". Besides, in this section you can manage the request statuses, urgency level and answer marks.

Categories - the category of request, i.e. type of problem that arose with the user; is selected by the user when creating the request;

Status - statuses the problem accepts during solving; are set by the person in charge;

Urgency - importance of the problem; is set by the user;

Mark - answer mark; is given by the user.

You can change any of the request's parameters, add new values.

Types of requests are created on the same principle. It is necessary to indicate the sort order and value of the parameter. The difference is that when creating the category and urgency it is necessary to select a person in charge, i.e. the member of staff who is responsible for communication with the users on this topic. For the category you should indicate the type of user the information from the request will be important for.

Questions and answers are published in the section «FAQ settings». When adding a new request it is possible to indicate the sort order and the category. The text of the question and answer can be presented as usual text or using html-code.

In the list of questions and answers you can view the look of the request in the public section. To do this you should use the link (question number). A page with the request (how it will be shown to the user) will open. You can set in the list if the request is visible, i.e. if it is available for viewing in the public section. The sort order indicates the order in which the requests will be shown. The higher the sorting index the lower in the list the request will be shown. When viewing the list of requests it is possible to use a filter, restricting the showing by visibility, category, key words.