Frequently Asked Questions (FAQs), Topics and News are an important part of a good customer service strategy because they allow you to offer self-service to your customers 24 hours a day, 7 days a week and 365 days a year even when you're not working or around through your end-user portal.

By Default articles are searchable on your end-user/employee portal(s) but can also be used to help you get back to your customers more quickly by utilizing them as quick responses (canned answers ) when replying to a ticket! 

To create an article follow these steps, or see our YouTube Tutorial:

1. Login to your Cayzu help desk portal with an administrative account 
2. Click on Articles
3. Click "Add Article" from the Actions menu
4. Write the Article's Title and Description.
5. Choose to the parent Folder and Subfolder 
6. Under "Who can view", select:

All users: This article/FAQ will be public so all users can see it on your end-user portal

Logged in Users: This article/FAQ will NOT be visible unless your end-user signs in 

Agents Only: This article/FAQ will NOT be visible on your end-user portal and will only be accessible from within the admin portal of the help desk to agents only. 

7. (Optional) Choose a product to associate it to ( Note: if you don't have a product the default system generated product will be chosen.   ) 
8. (Optional) TAG the article or attach a file
9. (optional) Set your Meta Tag information for search engines.
10.  When complete, click Save to automatically publish the article for viewing on your end-user customer portal.

Want more information on Cayzu Help Desk, visit: https://www.cayzu.com