Question 1

What is the Public FAQ in Deskhero?

Accepted Answer

The Public FAQ is the set of question and answer pairs that make up your customer-facing support knowledge. Deskhero suggests items automatically by analysing your past tickets, and you can write your own. Once an item is approved it becomes part of the knowledge that powers your public FAQ portal and the AI chat widget on your website. You manage it from the Knowledge base area.

Question 2

Where do I find the Public FAQ?

Accepted Answer

1) Open the Knowledge base from the side navigation. 2) In the panel on the left you will see two sections: Public FAQ and Internal KB. 3) Click Public FAQ to open the FAQ list. A number badge next to the Public FAQ entry shows how many suggested items are waiting for your review.

Question 3

What statuses can an FAQ item have?

Accepted Answer

An item can be Suggested (an AI-generated draft waiting for review), Approved (accepted as suggested), Approved (edited) (accepted after you changed the text), Declined (a rejected suggestion), Duplicate (set aside as a duplicate), Manual (created by hand) or Removed (taken out of the published knowledge). You can filter the FAQ list by any of these statuses.

Question 4

How do I filter the FAQ list by status?

Accepted Answer

At the top of the Public FAQ list there is a row of filter pills: All, plus one pill per status such as Suggested, Approved and Manual. Each pill shows the number of items in that status. Click a pill to show only those items. The list opens on the Suggested filter by default so you land directly on the items that need review.

Question 5

How do I search the Public FAQ?

Accepted Answer

Open the Knowledge base, select the Public FAQ section and type in the search box in the page header. The search matches the text of your FAQ questions and answers and the list updates to show matching items.

Question 6

How do I create an FAQ item manually?

Accepted Answer

1) Open the Knowledge base and select Public FAQ. 2) Click the Create button in the header. 3) In the "Create FAQ" dialog enter the question and the answer; both are required. 4) Click Create. You will see an "FAQ Created" confirmation and the new item appears with the Manual status.

Question 7

Do manually created FAQ items need to be reviewed?

Accepted Answer

No. Items you create yourself get the Manual status and are treated as approved knowledge immediately: they are indexed for AI search right away and the chat widget can use them. Only AI-generated suggestions go through the review flow.

Question 8

Why does Deskhero say a FAQ with this question already exists when I try to create one?

Accepted Answer

Deskhero blocks exact duplicates. If an FAQ item with the same question and answer text already exists in your workspace, the new one is rejected. Reword your item, or find and update the existing item instead.

Question 9

How do I edit an FAQ item that is already approved?

Accepted Answer

Hover over the item in the Public FAQ list and click Edit. Change the question or answer and click Save. The new text replaces the old one and is re-indexed for AI search, so the chat widget starts using the updated wording. After editing, the item's status shows as Approved (edited).

Question 10

How do I remove an FAQ item?

Accepted Answer

Open the item with Edit. For approved or manually created items a Remove button appears in the edit view; click it to remove the item. Removed items are excluded from the knowledge the AI chat widget answers from, but they remain visible in the list under the Removed status filter.

Question 11

Can I change how many FAQ items are shown per page?

Accepted Answer

Yes. The Public FAQ list is paginated, and the pagination controls at the bottom let you switch pages and change the number of items per page. Your items-per-page choice is remembered in your browser for the next visit.

Question 12

Who can manage the Public FAQ?

Accepted Answer

Any signed-in user of your Deskhero workspace can view and manage FAQ items, including reviewing suggestions, creating items and editing them. FAQ management is not restricted to owners or admins.

Managing the FAQ

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