Solutions are really, really useful. Not only can you use them in your ticket replies but you can share them with customers. 

So remember, when you create a solution, make it:

USEFUL - INFORMATIVE - EASY - CLEAR

  1. Read and follow the workflow by clicking this link: Workflow

  2. Use the below steps to help you create your amazing solution.

Guidelines:

Use "Paragraph Font" to clarify your normal text, headers and sub headers of the article. 

(Use of 'fonts family' or 'font size' is unnecessary.)

  1. All header text to = Headers 1
  2. All sub headers to  = Headers 2
  3. All general text to  = Normal


Other points:

  • All solutions should have the same look and feel. Try to keep them unified.
  • They must solve a problem or answer a question.
  • They must not be a dead end. If the solution is to go to a website then provide the link to the website.


Creation:

All of your tools are at the top of the solution, it is easy, just hover your mouse over the icon to be told what it is its function: 


Insert an image:

You can either copy and paste an image or click the insert image button:


Once the image is inserted you can modify it by clicking on the image to show extra settings:



Add a table: 

You can make a clear step by step guide with photos.




And again, select the table to show settings to modify it:

Insert web links:

You can insert fancy web links to YouTube, websites or even other amazing solutions then follow these steps:



Step 1.
Go to the website you want to create a link for and copy the address from the address bar.
 
Step 2. 
Select insert link from the tools bar.

Right click and paste the address into URL

You can re-name the link to anything you want to make it look cool.


Step 3. 
Choose "open in new tab" so it will open in a new window instead of replacing your current one.

It should always open a new tab as this is easier for the customer.


So after following the above steps you end up with a link like this:


Smartwares wonderful Youtube channel





Upload documents:

You can upload any document to support your solution, such as a user manual or a diagram. 

  1. Use the attach icon at the bottom of your draft solution. 
  2. Select your document
  3. Click upload



Support:
 

I hope this guide helps. Should you need any help please feel free to contact Jason Anderson from the UK team.  

Email: Jason.anderson@smartwaresgroup.com 

Skype: jasleeand 

Phone: +447734 980 453