Help topics

A help topic is a subject within a department, such as “Invoices and VAT” or “Refunds” under Billing. On the ticket form, the Help Topic list shows the topics of the department the customer picked, so it changes when the department changes.

Help topics also give you something to route on: automation rules can test a ticket’s help topic.

Open Flow → Help Topics.

The Help Topics list: Login and account and Bug report under Support, Invoices and VAT and Refunds under Billing, Pre-sales question under Sales, each with a status tick, last update and edit and delete buttons.

Column	What it shows
Help Topic	Click it to edit the topic.
Department	The department the topic belongs to.
Status	A tick when the topic is active.
Last Update	When it was last saved, or Not updated.

Search by name, or pick Active or Disabled from the status list, and click Search.

Adding a help topic

Click Add Help Topic.
Enter the Help Topic name and choose its Department.
Leave Status on Active to offer it on the ticket form now.
Click Save Help Topic.

The Add Help Topic form: Help Topic “Shipping delay”, Department Sales, Status Active.

Field	What it does	Default
Help Topic	The name customers see. Required.
Department	The department the topic is listed under. Required.
Status	Active topics are offered on the ticket form; Disabled ones are not.	Active

Whether the Help Topic field shows on the ticket form at all, and whether it is required, is set with the other ticket form fields under Tickets → Ticket Fields; see Ticket fields.

Deleting a help topic

Click the delete button in the list. A topic that any ticket uses cannot be deleted; you see “This help topic is in use and cannot be deleted.” Set it to Disabled to stop offering it.