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Knowledge Base - Freestyle Support Portal quick start guide

This guide assumes you know the basics of Joomla, such as installing components, creating articles, and managing things like modules and plugins.

Contents
Installation

Download the package for your version of Joomla from the downloads section.

Once you have your package, you will need to install this on the Joomla backend. This is done in the normal way that you would install a new component. The installer will automatically install the additional modules and plugins for you.

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Setting up user permissions

Once Freestyle Support is installed, you will need to set up some users that have permissions to handle support and moderation activities. To do this go to ’Components’ -> ‘Freestyle Support’ -> ‘Users’.

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Click the add button, and select the user you would like to add permissions for, and specify what permissions you would like the user to have. For a more information on what each permission means see the link below.

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Set up main menu item

You will need to add some menu items to your site to be able to use Freestyle Support. The minimum you will need is the ‘Support Main Menu’. Go to your Joomla menu (‘Menus’ -> ‘Main Menu’) and add a new item. The item you will need to select is under Freestyle Support called ‘Main Menu’. Name and save this item. This will create you a link to the main Freestyle Support main menu, containing links to all the different components available.

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Some of the icons on this menu will only be visible if you are logged in as a user with permissions to view that section.

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Setting up the different sections

If you go to the Freestyle Support main admin page, under ‘Components’ -> ‘Freestyle Support’, then you will be presented with links to all the different places where you can input your data.

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Ticketed Support

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Support tickets are created and administered using the front end of your website. Your site users will be able to open new tickets using the ‘New Support Ticket’ menu item on your sites ‘Support Main Menu’ page. The users can also view existing tickets using the ‘View Support Tickets’ menu item.

To administer support tickets, you need to be logged in as a user with the permission to do so (set up earlier in the users setup). If the user has sufficient permission to do this, then they can use the ‘Administration’ menu item on the support main menu.

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Here, go to the support tab to view the tickets that have been created by your site users.

Support tickets can be assigned by ‘Product’, ‘Department’ and ‘Category’. You can set up products using the ‘Products’ menu item on the Freestyle Support main admin page. ‘Departments’ and ‘Categories’ can also be setup here using the ‘Ticket Categories’ and ‘Ticket Departments’ icons respectively. You can specify which products a department is displayed on, and which products and departments a category is displayed for when creating these items.

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Tickets can be set to automatically be assigned to ticket handlers based in what product, department and category the ticket is created with. For a guide to this see the link below.

FAQs

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To get started with FAQs, you will need to add some categories first. Do this under ‘FAQ Categories’ in the ‘FAQs’ section. You can create new categories here in the same way you would create new Joomla articles.

Then you will be able to add some FAQs to your site. Do this under ‘FAQs’. Again this is a standard type Joomla authoring page set.

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For more information on setting up FAQs, including changing the visual styles see the articles linked below.

The module ‘Freestyle Support: FAQ/KB category/product listing’ can be used to list your FAQ categories on your site.

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Knowledge Base

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You will find the sections related to knowledge base under the ‘Knowledge Base’ section on the Freestyle Support main admin page on the Joomla backend.

Knowledge base works on a ‘Product’ -> ‘Category’ -> ‘Article’ layout. You can optionally ignore products and just use the ‘Category’ -> ‘Article’ if you wish. You can also create articles on their own with no product or category.

Products are created under the ‘Products’ menu item. Alternately, on the top navigation bar, under ‘Products’.

Knowledge base categories are created under the ‘Categories’ menu item. Alternately, on the top navigation bar, under ‘KB Cats’.

Articles are created under the ‘Articles’ menu item. Alternately, on the top navigation bar, under ‘KB Articles’. When creating an article, you can specify which category you would like it to belong to, or select ‘Uncategorized’ to create an article with no category. To allocate an article to a product, use the ‘Products’ entry on the article edit page. If you would like the article to show for all of your products, leave this set to ‘Yes’, otherwise, change this to ‘No’ and tick the products that you would like your article associated with. If you have no products this option will not be visible.

The module ‘Freestyle Support: FAQ/KB category/product listing’ can be used to list your Knowledge base products and categories on your site. The ‘Freestyle Support: Knowledge base product info’ can be used to display the ‘Extra Panel Text’ associated with a product.

Knowledge base articles can have comments posted against them too. Comments can be turned on and off under the ‘Settings’ page on the ‘Knowledge base’ tab. General comments settings can be found under the ‘General Settings’ tab. These can be set to be moderated and a user who has moderation permissions will be able to moderate the comments from the ‘Administration’ icon on the support main menu, under the ‘Moderation’ tab.

Announcements

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To create a new announcement, use the ‘Announcements’ menu link. This will display a list of your announcements and if they are published or not. The ‘Description for module’ is only displayed in the announcements module as a subtext to the announcement title. Articles created here will be displayed under the ‘Announcements’ icon on the support main menu on your site.

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The announcements module is set up like any joomla module under the ‘Extensions’ -> ‘Module Manager’ menu. The module is called ‘Freestyle Support: Announcements’. This will display a brief list of your most recent announcements in a module on your site.

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Announcements can have comments posted against them too. Comments can be turned on and off under the ‘Settings’ page on the ‘Announcements’ tab. General comments settings can be found under the ‘General Settings’ tab. These can be set to be moderated and a user who has moderation permissions will be able to moderate the comments from the ‘Administration’ icon on the support main menu, under the ‘Moderation’ tab.

Glossary

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Glossary is a database of terms and some associated description that can be used through Freestyle Support. You can add terms to your database using the ‘Glossary Items’ menu item on the main freestyle admin backend page. Any words specified in the glossary will be displayed within an article as a highlighted word with a tool tip containing the description of that word.

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To enable the display of glossary highlighting you will need to go to the ‘settings’ menu, under the ‘Glossary’ tab. Here you can specify which sections of your site the glossary is displayed on. At the moment this is only available on FAQs and KB Articles, but more options will be added soon.

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Testimonials

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Testimonials can be used to gather feedback from your customers. They can be created on a per product basis, or just as general testimonials. The default setup on the testimonials section is to only allow registered users to post testimonials, and that none of the testimonials are moderated. To change this use the ‘Settings’ menu item, under the ‘Testimonials’ tab.

The ‘Freestyle Support: Testimonials’ module can be used to display various testimonials on your site, and several view options are available for the module.

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If your testimonials are set to be moderated, then a user who has moderation permissions will be able to moderate the comments from the ‘Administration’ icon on the support main menu, under the ‘Moderation’ tab.

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Customization
Settings and Templates

You can alter many settings relating to Freestyle Support from the main admin page under the ‘Settings‘ icon. For a guide to what settings are available and what they do see the link below.

You can also customize several templates from the Joomla backend. These are found under the ‘Templates’ icon. For a guide to the templates, see the link below.

Freestyle Support also  allows you to modify the templates used for any emails that are sent. This is under the ‘Email Templates’ menu icon. For a guide to the templates, see the link below.

Customizing the view settings for each section

Unfortunately, due to the way Joomla works, to customize the view settings for each of the individual sections, you will need to create additional menu items. If you create a new Joomla menu item to a specific section (such as Freestyle Support -> KB: List All Articles) you will be able to alter how the page are viewed from the settings on the right of this menu item.

Applies To

Freestyle Support Portal

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