Customer portal and self-service · Autessa Support Desk
Customer community forum
Autessa Support Desk includes a customer community forum in your Help Center. Signed-in customers ask questions by topic, reply to each other and mark the answer that worked, and your team joins in with a Staff badge, pins and closes threads, hides off-topic posts and handles reports from the support desk.
The problem it solves
Your customers know things your team does not
Customers who have built something clever with your product are the best people to answer the next customer. A community captures that knowledge, and solved questions become searchable answers for everyone.
What you get
- Recent discussions, unanswered questions, all discussions, topics and My questions.
- Ask the community with a topic, a title of at least eight characters and details; markdown (bold, code, lists, links) works.
- Replies, accepted answers (you cannot mark your own reply), and Staff, Answered, Open, Pinned and Locked badges.
- Customers can report a post for spam, offensive content or private information, and delete their own questions and replies.
- Your team moderates from Support Desk: reply as staff, mark or unmark the answer, pin, close to replies, reopen, hide and restore, and open a ticket from a question.
- Community reports queue with hide or dismiss, and a live count in the sidebar.
- Topics are yours to define; turning one off hides it from new questions while existing ones stay.
- Solved community questions appear in Help Center search and knowledge search.
How it works
How does customer community forum work in Autessa Support Desk?
Turn it on
Settings, Community: show the Community in your Help Center and set up topics.
Customers ask and answer
They pick a topic, ask, reply and accept an answer.
Your team joins in
From Community in Support Desk, reply as staff and mark answers.
Keep it tidy
Handle reports, hide off-topic posts and pin the useful ones.
Every option
Community settings and moderation
| Option | What it does |
|---|---|
| Show the Community | On or off in your Help Center. |
| Topics | Name, short description, icon, order, active; inactive topics take no new questions. |
| Staff actions | Reply as staff, mark answer, pin, close to replies, reopen, hide, restore, open a ticket. |
| Reports | Customer reports with reason; hide the post or dismiss. |
| Filters | Questions by status, with search and last activity. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Customer (signed in to your Help Center) | Read, ask, reply, accept an answer on their own question, report posts and delete their own posts. |
| Support team (Agent, Senior agent, Team lead, Admin) | Moderate everything, reply with a Staff badge and change community settings. |
FAQ
Questions about customer community forum
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have a customer community forum?
Yes. Customers ask and answer each other by topic in your Help Center, and your team moderates and replies from Support Desk.
Can my team mark the right answer?
Yes. Staff can mark and unmark accepted answers, and customers can accept an answer on their own question.
How is the community moderated?
Customers report posts; your team hides, restores, pins, closes and reopens threads and works a reports queue.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours