Your agents can create FAQs on the fly as they respond to tickets. This is useful if they find themselves constantly sending the same responses to customers.
There are two ways to create an FAQ inside a ticket – both are described below.
When the FAQ module is installed, it creates a new button in the reply area of the ticket called REPLY & FAQ. If you use this instead of the REPLY button then your reply is sent AND an FAQ item is created and published.
After using this button it is advisable to edit the FAQ that is created and at least add a category to it.
When an agent hovers over a reply that is already sent a new link is available called Create FAQ. Clicking this link will create an FAQ item using the contents of the reply.
Note that the FAQ is automatically published. So, it is considered best practice to immediately edit the FAQ that is created and at least add a category to it.