FAQ content

Tickets & FAQs: Manage link, file, and media assets added to tickets and FAQs

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Links

There are three types of link assets in LibAnswers:

To manage these links:

  1. Admin users will go to Admin > Assets. For Regular users, go to Admin > Manage Content.
  2. To manage the links for your FAQs, click on the FAQ Links tab. For links from tickets, select the Ticket Links tab. On either tab, you can manage the links for the groups and/or queues you're assigned to (Admin users can manage all link assets).
    1. To view the link's FAQ or ticket, click on its View () icon in the Actions column.
    2. To edit a link, click on its Edit () icon in the Actions column.
      • This option is only available for FAQ More Info and Ticket links.
      • To edit an FAQ Embedded link, you will have to edit the answer of the FAQ directly.
    3. To delete a link, click on its Delete () icon in the Actions column.
      • This option is only available for FAQ More Info and Ticket links. 
      • To delete an FAQ Embedded link, you will have to edit the answer of the FAQ directly and remove it from there.

Options under the Links tab


Files

There are three types of file assets in LibAnswers:

When you upload and attach a file, it will be retained on the LibAnswers servers until its associated FAQ or ticket is deleted. However, you can also manage your uploaded files at any time via the Manage Assets page.

  1. Admin users will go to Admin > Assets. For Regular users, go to Admin > Manage Content.
    • Note: Regular users will only see ticket files and FAQ files from the queues/FAQ groups they have access to.
  2. If you need to manage the files from your FAQs, click on the FAQ Files tab. For files from tickets, select the Ticket Files tab. For files from macros, select the Macro Files tab. On any tab, you can manage the files for the groups and/or queues you're assigned to (Admin users can manage all file assets).
    1. To download the file, click on its link in the File column.
    2. To view the file's FAQ or ticket, click on its View () icon in the Actions column.
    3. To edit a file, click on its Edit () icon in the Actions column.
    4. To delete a file, click on its Delete () icon in the Actions column.

Options under the Files tab


Media (FAQs only)

In LibAnswers, media assets include all of the media items embedded under the FAQ Media tab of an FAQ.

To manage your media items:

  1. Admin users will go to Admin > Assets. For Regular users, go to Admin > Manage Content.
  2. Click on the FAQ Media tab to manage media in groups you're assigned to (Admin users can manage all media assets).
    1. To preview the media item, click on its link in the Title column.
    2. To view the media item's FAQ, click on its View () icon in the Actions column.
    3. To edit the media item, click on its Edit () icon in the Actions column.
    4. To delete a media item, click on its Delete () icon in the Actions column.

Options under the Media tab