Manage folders
Organize reply templates, FAQ entries, email addresses, and external documents in a logical folder structure within the knowledge base to make it easier to find information. You can create sub-folders at any level.
Create folders
To create a new folder:
Go to the parent folder where you want to create a subfolder.
Click New folder at the top of the screen.
Confirm the parent folder in the Folder field or select a different one.
Enter a descriptive name for the folder in the Name field.
Optionally, add a brief explanation in the Description field.
Extra steps for FAQ folders:
- In the Position field, select a number for the entry's position in the sort order of the folder it belongs in. 1 means the top of the list.
- In the Access field, select who is to have access to the folder in question. A registered customer is a customer who has access to a customer centre.
- In the Access control field, optionally enter a script to use to control external customers' access to this folder. If this field contains a script, it is evaluated and access granted only if the script returns a value of "1".
Extra steps for external documents:
- In the Access list box, select who is to have access to read and edit the folder.
Click OK to create the folder.
You are now ready to add knowledge-base items to the new folder. Either add new items, or change the Folder field on existing items.
Delete folders
Before you delete a folder, remove all contained items by either:
- Deleting the items.
- Moving the items to another folder (change the Folder field on each item's edit screen).
Note
Deleting a folder with external documents also deletes all files within it immediately; you do not need to empty it first.
When you are ready to delete the folder itself:
- Go to the required folder.
- Click the Edit folder button.
- Click Delete. The folder is deleted immediately.