Your FAQs and Solutions are probably the most critical part in your support portal. You might have all the solutions your customers need ready, but if your customers don’t get to see them when they need an answer, it isn’t helping anyone.
Placeholders for each Solution Category
Placeholder |
Return Type |
What they mean |
| category.name | string | Name of the solution category |
| category.description | string | Description of the solution category |
| category.id | number | Unique ID of the solution category |
| category.url | url | URL pointing to the solution category |
| category.folders | collection of folders | Folders in the category based on visibility |
| category.folders_count | number | Folders count in the category based on visibility |
Placeholders for a Folder in a category
Placeholder |
Return Type |
What they mean |
| folder.name | string | Name of the solution folder |
| folder.description | string | Description of the solution folder |
| folder.id | number | Unique ID of the solution folder |
| folder.url | url | URL pointing to the solution folder |
| folder.category | solution category | Category in which the solution folder is contained |
| folder.articles | collection of articles | Articles inside the solution folder |
| folder.articles_count | number | Count of articles inside the solution folder |
| visibility | number |
Placeholders for a specific article in the folder
Placeholder |
Return Type |
What they mean |
| article.title | string | Title of the solution article |
| article.thumbs_up | number | No of thumbs ups for a solution article |
| article.thumbs_down | number | No of thumbs downs for a solution article |
| article.body | html | The body of the solution article including any formatting and images |
| article.body_plain | string | The body of the solution article in plain text |
| article.modified_on | date/time | The time stamp pointing to when the solution article was last modified |
| article.created_on | date/time | The time stamp pointing to when the solution article was originally created |
| article.id | number | The Unique ID of the solution article |
| article.url | url | The URL pointing to the article |
| article.tags | array of strings | The search tags that have been added to the solution article |
| article.attachments | attachment | The attachment(s) that are present in the solution article |
| article.cloud_files | array of cloud files | The cloud file attachment(s) that are present in the solution article |
| article.type | string | The type of the article (Permanent or Workaround) |
| article.folder | string | The folder in which the article is contained |
| article.category | string | The category in which the solution article is contained |
| article.thumbs_up_url | url | The URL which will increase the thumbs up of the article by one. Need to use a data-method=”put” attribute in the link to work. |
| article.thumbs_down_url | url | The URL which will increase the thumbs down of the article by one. Need to use a data-method=”put” attribute in the link to work. |
| portal.recent_articles | collection of articles | the list of recently added articles from across the portal |
| related | collection of articles |
Here's the list of placeholders for other categories such as, General Portal Information, Managing User Access, Forums, Accessing Attachments and Using Snippets for critical behaviour.