Question 1

What is the public FAQ portal?

Accepted Answer

The public FAQ portal is a customer-facing help centre built from your approved FAQ items. Turn it on under Configurations, on the Public FAQ portal page, and Deskhero hosts a complete, searchable FAQ site for your workspace: a start page with your categories, a page per question, search, a was-this-helpful vote and a sitemap for search engines. The same content powers your AI chat-bot and your automatic replies, so you maintain one set of knowledge and use it everywhere.

Question 2

How do I put the FAQ on my own website?

Accepted Answer

Open Configurations → Public FAQ portal and click "Embed instructions". Copy the snippet (a small dh-faq element plus one script tag) and paste it into the page on your website where the FAQ should appear. The portal then renders inside your own page, keeps its colors, and visitors can browse, search and open articles without leaving your site. If you serve several languages, the embed instructions show one snippet per language; each belongs on its own page of your website.

Question 3

How do search engines index my FAQ?

Accepted Answer

Two ways, depending on how you publish it. If you use the hosted portal, its pages are indexable as they are and the portal publishes a sitemap at your portal address followed by /sitemap.xml. If you embed the FAQ on your own website, also enter that page's address under "Your website's FAQ page" in the configuration: Deskhero then points search engines at your own domain instead of the hosted pages, so the search traffic lands on your site. To speed indexing up, submit the sitemap in Google Search Console: open Search Console for your domain, choose Sitemaps, and paste your portal's sitemap address. New and updated articles appear in the sitemap automatically.

Question 4

Can the FAQ portal serve several languages?

Accepted Answer

Yes. Pick your portal's primary language (the language your articles are written in) and add additional languages under Configurations → Public FAQ portal; how many you can add depends on your plan. Deskhero's AI translates every published article and category name automatically, keeps the translations up to date when you edit the original, and serves each language at its own address with correct hreflang tags for search engines. You can review and hand-edit any translation from the Knowledge base list via the language flags on each item, and the embed takes a language attribute so each page of your site shows the right language.

Question 5

How do FAQ article votes work?

Accepted Answer

Every article page asks "Was this helpful?" with Yes and No buttons. Votes are anonymous, deduplicated per visitor, and a visitor can change their mind. When you rewrite an answer the counters restart, so the feedback always describes the current answer. You see views and votes on each item in the Knowledge base list and aggregated in Statistics under Public FAQ, including which articles get the most views and which answers customers rate as unhelpful.

Question 6

Why are some of my FAQ items not on the portal?

Accepted Answer

The portal only publishes items that are approved and assigned to a category, so suggested items and uncategorized items stay off. Items marked "AI chat only" are kept for the chat-bot's knowledge but hidden from the portal's navigation, search and sitemap. Your plan also caps how many items the portal lists; when you are over the cap the configuration screen shows a warning, and the remaining items stay reachable through their direct links.

Question 7

What is the "or chat with our FAQ" link on the portal?

Accepted Answer

When you enable the FAQ chat-bot in the portal configuration, a small link appears next to the portal's search that opens your contact form in chat mode: the visitor asks a question, the AI answers from your approved FAQ content, and if the answer does not help the conversation turns into a support ticket. The "Create support ticket" button opens the same form but skips the chat step for visitors who already know they want to contact you.

The public FAQ portal

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