FAQs

This guide covers the browsable library of common questions and answers.

Purpose

Not every question needs a ticket. FAQs answer: "Is there already an answer to this, without having to ask?"

How It Works

FAQs are organized into categories, each holding any number of question-and-answer entries. Entries can be tagged for easier filtering, and are searchable by keyword.

What Each User Sees

Action	Employee	HR Administrator
Browse and search FAQs	✅	✅
Create, edit, or delete categories and entries	—	✅

Every employee can browse the full FAQ library — there's no routing or ownership involved, unlike tickets.

How Visibility Is Decided

1. Browsing is open to everyone. Any logged-in employee can view all FAQ categories and entries.
2. Managing content requires the administrative permission. Creating, editing, and deleting categories or entries is restricted to those with the relevant permission.
3. Company. FAQ categories and entries belong to the company they were created under.

Good to Know

• FAQs are a self-serve first line of defense — pointing employees here before they raise a ticket cuts down on repetitive requests.
• Tags work the same way as they do on tickets, making it easy to find related FAQs and tickets side by side.

The answer, before the ticket.