Private FAQs as substitute for canned email (or internal knowledge base)
Trying to figure out if I can set a FAQ Section as "private" or "staff only".
I really need a work-around since you guys don't currently have canned responses for Staff to access. What I'm imagining is that we'll populate all the user-facing FAQs and need a way to have an internal (staff-only) knowledge base for troubleshooting different scenarios.
Any ideas?
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1 Posted by Will on 17 May, 2010 09:04 PM
Right now, this isn't possible. We've had a few requests for private faqs and canned responses and have been discussion it a lot lately on our end. It's in queue for future development but not something that is ready yet.
2 Posted by Evan David on 18 May, 2010 01:44 AM
Does anyone have any recommendations for managing standard responses and policies in the mean time? I have been using TextExpander but it doesn't scale as we bring on more support staff. Is there any technique (as hacky as it might be) that we can use within Tender?
3 Posted by Jack O. on 18 May, 2010 01:24 PM
Hey Evan,
Just checked out TextExpander. I don't entirely understand the concept here. Do you have to use exact match phrases or singular words for desired text?
Our support team currently has access to over 500 canned responses. These responses are searchable by scenario, making it alot easier than simply browsing for the correct response. If you think TextExpander could meet this need and fill the currrent gap in Tender, I'd love to hear your thoughts.
Thanks much,
Jack O.
4 Posted by online on 23 May, 2010 11:10 PM
Hi Jack,
You current solution sounds a lot more robust. I have been offering support by myself (as part of a four person startup) so using TextExpander was viable.
Basically, you create 'snippets' that represent commonly typed blocks of text (I use them for sign-offs, introductions, common explanations, as well as entire emails). For example I often provide a paragraph explaining how we offer phone support, but only if the user's problem is sufficiently complex. I also commonly include a paragraph on how to redeem a voucher code, but only in the emails where I am actually sending them out to users. Admittedly an FAQ can often serve this purpose, but sometimes it's nice to have the information available contextually for the user within the email.
The reason that it doesn't scale is that you have to sort of remember what your snippets are in order to achieve any real efficiency. You can share a snippet library with others, and you can search through it in order to insert text, but really the product comes into its own when you can remember all the snippets and keywords. It is a good personal solution, but I wouldn't recommend it for your purposes.
I would love to see a snippets/canned responses feature show up in tender. Ideally, if the system could use some form of predictive suggestion for them, that would be amazing! Failing that, a simple Ajax interface where I could scroll and search through my canned responses without refreshing the page and insert a block of text into the compose window would save me a lot of time. Another added bonus would be placeholder variables in the canned responses, but again that's just a luxury.
Sorry that I can't be of more help.
Cheers,
Evan
Will closed this discussion on 18 Aug, 2010 10:15 PM.