In pictures
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Step by step
First prepare an active ticket panel and choice for each intended destination.
In Tickets → Support centre, add a topic with a name, description and icon.
Link the topic to its ticket panel and choice. Add up to eight short, long or choice questions.
Define conditions using answers to an earlier question. Add relevant solution articles and links.
Choose whether members must review solutions before escalation. Save and publish the centre entry point.
Test each branch through to a solution and to opening a ticket with its summary.
Conditions and solutions
Conditions can depend only on an option from an earlier choice question. A choice question requires at least two options. Articles can be conditional; up to eight articles can be configured per topic.
Escalating to a ticket
The centre uses the configured ticket destination with its access checks and opening limits. Flow answers give staff context. If the ticket choice is deleted, disabled or inaccessible, fix the link before republishing.