Topic and Topic Groups

Topic and Topic Groups

Introduction

You can organize solutions using topics and topic groups for effective solution management. Also, you can use topic groups to manage access to knowledge base by associating them with accounts.

Creating a Topic

To create a topic: 

    1. Go to Solutions tab

    2. Click the gear icon on the left-side pane and select Manage Topics.

    3. Click Add New Topic.

    4. Provide a topic name and choose the parent topic.

    5. Finally, click Add.

  


View, edit, or delete topics

 

You can view all topics in the topic list view. To access it, go to Solutions and select Manage Topics from the gear icon on the left-side pane. 

  • To change the topic name, click Rename against the topic of your choice. Enter a new name and click Save.

  

  • To change the parent topic, click Change Parent against the topic of your choice and choose the preferred parent topic then click Save.

     

  • To delete a topic, click Delete against the topic of your choice and then click Confirm.

           

Changing the parent of a topic would move all subtopics as well.

Creating a Topic Group

To create a topic group: 

    1. Go to Solutions tab

    2. Click the gear icon on the left-side pane and select Manage Topic Groups.

    3. Click Add Topic Group.

    4. Provide the following details. 

Field Name

Description

Topic Group Name

Provide a unique name. This is a mandatory field.

Description

Add a relevant description

Topics

Select the topics that you want to be added to the topic group

Access Options

Select This Topic group is applicable for all accounts checkbox to make the topic group available for all accounts or select specific accounts using the multi-select box.

 

       5. Finally, click Save.

 

A typical topic group creation form:

  

 

  1. You can also associate topic groups to accounts when creating/editing an account.
  2. Default Topic Group contains all topics.
  3. The access to knowledge base is restricted to the associated topic groups.

View, edit, or delete topic groups 

You can perform various actions on topic groups from the topic group list view. To access it, go to Solutions and select Manage Topic Groups from the gear icon on the left-side pane. 

  • To view the details, click the topic group name.

  • To edit the details, click the topic group name and make necessary changes then click Update.

 

  • To delete a topic group, click the delete icon beside the group name.

The Default Topic Group cannot be edited or deleted.

    • Related Articles

    • Support Groups

      Support reps with the same area of expertise can be grouped into various support groups. You can configure custom groups as per your requirements.   To create a support group:  1. Go to Admin>>Users>>Support Groups. 2. Click Add New Group to go to ...

    • Introduction

      You can create and maintain a knowledge base of articles for both support reps and contacts. Follow the links below to learn more. Creating Solution Creating Topics and Topic Groups Solution Approval Manage Solutions

    • Application Settings and Self-Service Portal Settings

      Portal-specific Customizations and Configurations The following are the various portal-specific customizations and configurations. You can access these under Admin>>General Settings>>Self-Service Portal Settings in both single portal and multi-portal ...

    • Sharing a Request

      You can share a request to seek assistance from other support reps or support groups. Sharing a request does not assign the request, but only provides access to the request. Access permission for a shared request will be the same as the access ...

    • Chat Settings

      You can configure various chat-related settings under Admin>>Helpdesk Customizer>>Chat Settings.  You the toggle button to enable/disable the chat for both contacts and support reps.   Contact-specific settings   You can configure the following ...