We really haven't made use of WHD FAQs yet, mainly because our users submit tickets via email.
SO…
What I am wondering is, can we include a FAQ as part of our Notes back to Clients, with the FAQ being sort of a training resource?
If so, I would like WHD FAQs to contain embedded videos or documentation.
Example:
Someone fills out a ticket saying their Smartboard lamp burned out (and we all know Smartboards do not have lamps).
So in a response, I would like to include an FAQ showing them how to let us know what model projector they have so we can bring the correct lamp. But they would need to be shown on the video what the projector looks like and where to find the model number.
IF this can be done now, please let me know.
Ideally, when a tech is updating a ticket, the FAQs would be showing on the right side of the browser window so the tech could click a link which would b embedded in the note.