Helplinks – configuration and operator guide

Helplinks are interactive question mark icons placed directly next to fields in the system. Their purpose is to quickly explain to the user what a specific field is for or how to fill it out.

1. Where to find Helplinks?

To manage the list of helplinks, go to:
Four dots -> Knowledge Base > Helplinks

2. Adding and editing a helplink

Each helplink is associated with a specific Key in the system, which corresponds to a given field in the interface.

Key fields during editing:

• Knowledge Base (Required): You must specify which knowledge base the given helper is assigned to. Without this, the helplink will not be saved.
• Knowledge Base Entry: Select the specific article that should be linked to the helplink.
• Section: You can specify a specific section from the article.
• Content: Enter a short text that will be displayed in the tooltip when hovering over the question mark.
• Active: A switch that determines whether the helplink is visible to the end user.

3. Meaning of helplink colors (Operator View)

As an operator, you see question marks in different colors. This allows for quick diagnosis of the support status:
Gray - Active and filled
The helplink is functioning correctly. It has filled content, and the arrow (>>>) directs to the related entry in the Knowledge Base.
Red - Active but empty
The helplink is displayed to the user but does not contain content. It requires immediate completion.
Yellow - Inactive
The helplink is configured in the system but has been disabled (unchecked “Active” status).

4. How to fill in the content of a red helplink?

If you see a red question mark, follow these steps to add content to it:

1. Click on the blue arrows (>>>) next to the red helplink – you will be taken to the related Knowledge Base Entry.
2. If you are in edit mode for the entry, close it.
3. In the bottom right corner, find the Related Helplinks section.

1. Click on the name of the helplink in the list.
2. Fill in the Content field and make sure the Active checkbox is checked.
3. Click Save.

Tip: It is a good practice to create short, specific descriptions in the “Content” field, and for more complex issues – to link to the full article in the Knowledge Base using the “Knowledge Base Entry” field.