Empower your customers with an online community using Support. Customers can initiate discussions, post questions and get support - all from a single unified platform. Setting up a community is very straight forward.
But before that, let us learn a couple of terminologies you will come across, while you get started.
Category - A category is collection of forums, or otherwise called a top level forum to be displayed in your self-service portal. By default, a category will be created for each of your department in Support. So when you signup for an account, a category in the name of your portal would have been created already. You can directly manage your online community through this category.
Forums - A Forum is a message board or otherwise called a sub-category where discussions are focused around a specific issue or a topic. You can create multiple forums under a category to focus around different subjects. For example, Support could be your category, while FAQs, Feature Tickets and Announcements are the couple of forums underneath it.
Uncategorized Posts - Uncategorized posts are topics that are posted directly onto a category before a forum is even created underneath it. Though customers can post topics into a category, they will be considered as uncategorized due to the absence of a forum.
As mentioned earlier, Support will by default create a category for each of your department. Besides the default category, you can also create standalone categories if need be. And remember, a stand-alone category will not be associated with a department.
To create a stand-alone category follow the steps mentioned below
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The lock feature puts a category on stand-by wherein your customers cannot post any topics onto it. However the category will be listed and its content can be viewed in the self-service portal. The lock can be applied to both default and stand-alone categories.
To lock a category, follow the steps mentioned below
Similarly to unlock a category, click Unlock displayed on mouse over towards the right end of your screen.
The disable option allows you to archive a category if you will no longer be using it. Once a category is disabled, it will not be displayed in the customer portal. However, topics and discussions posted onto a disabled category can be accessed under the community tab within your portal.
To disable a category, follow the steps mentioned below
Similarly to enable a category, click Enable displayed on mouse over towards the right end of your screen.
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At any point of time you can change the characteristics of a category using Edit.
To edit a category, follow the steps mentioned below
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If you'd like to discontinue a category, you can delete the same from your community. On deleting a category, all of its topics and discussions will be trashed beyond retrieval.
To delete a category, follow the steps mentioned below
Forum allows you to create a sub-category within a category. Creating a forum helps your customers to quickly access the information they need, besides keeping them focused around a specific issue or topic.
To create a forum under a category, follow the steps mentioned below
The lock feature puts a forum on stand-by wherein your customers cannot post any topics onto it. However the forum will be listed under the category and its content can be viewed in the self-service portal. The lock can be applied across all forums.
To lock a forum, follow the steps mentioned below
Similarly to unlock a forum, click Unlock displayed on mouse over towards the right end of your screen.
The disable option allows you to archive a forum if you will no longer be using it. Once a forum is disabled, it will not be displayed in the customer portal. However, topics and discussions posted onto the forum can be accessed under the community tab within your portal.
To disable a forum, follow the steps mentioned below
Similarly to enable a forum, click Enable displayed on mouse over towards the right end of your screen.
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The rename option allows you to edit the existing name of a forum.
To rename a forum, follow the steps mentioned below
The move option allows you to relocate/move an entire forum from one category to another.
To move a forum, follow the steps mentioned below
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The delete option allows you to close down a forum permanently. On deleting a forum, all of its topics and discussions will be trashed beyond retrieval. If you intend to retain the topics posted onto a forum, you can rather move them before deleting a forum.
To delete a forum, follow the steps mentioned below
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While creating the very first forum under a category, you will be initiated to move the pre-existing uncategorized posts into it. You can choose to move and retain the posts or delete them right away.
To move uncategorized posts(when existing under a category) into a new forum, follow the steps mentioned below
You can now find the uncategorized posts moved into the new forum successfully.
You can configure a category to automatically create a ticket, for topics posted onto it.
To set this capability, follow the steps mentioned below
Besides the automated way, an agent can manually convert a forum post into a ticket.
To create a ticket from forum post manually, follow the steps mentioned below
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Customers can create a topic, post a reply or engage themselves with the existing posts in your community while accessing your self-service portal.