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Link FAQ or Workaround to a call?

Paul Alexander

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I was wondering if there's a way of tagging a Workaround or a FAQ to a ticket so that, if a document is used to help resolve a call, we can get the analyst to link that document to the ticket.

Using this we could then monitor which FAQ's and Workarounds etc are useful (and correct!) and which ones just don't get used (be that because the information is incorrect or if the tags and search items are wrong and so the document is being shown as an option)



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  • 2 months later...

You can actually already provide solutions by linking a Problem that has a workaround. In a recent update, we also introduced the ability to use a FAQ as a solution too. As long as the associated Service has a published FAQ, it will appear in the solutions tab.


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