Create an FAQ entry from a ticket reply

If the text of the reply warrants inclusion in your site's FAQs, you can optionally choose to have a new FAQ created when a reply to a ticket is submitted.

  • Once you submit your reply, the patron's initial question will be copied as the new FAQ's question, and your reply will be copied as its answer. You will then be given the option to edit the FAQ once the reply has been sent.
  • The new FAQ will not be published immediately, so you'll have the opportunity to edit the FAQ to remove any personal information from the question or answer text, or make any other needed changes.

To do this, select the group to which you want to add the FAQ from the Add to FAQ Group dropdown.

Example of selecting an FAQ group

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