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Help & Feedback

Provide self-service support content to customers through Help & Feedback and What to Expect sections.

Overview​

Two help sections available:

  • Help & Feedback - FAQ and support articles
  • What to Expect - Process information and expectations

Both work similarly but serve different purposes.

Help & Feedback Section​

Purpose​

Provide answers to common questions:

  • Frequently asked questions
  • How-to guides
  • Process explanations
  • Troubleshooting help

What Customers See​

  • Categories - Organized topics
  • Articles - Individual help topics
  • Search - Find specific content
  • Attachments - Downloadable files

What to Expect Section​

Purpose​

Educate customers about your process:

  • Project phases explained
  • Timeline expectations
  • What happens when
  • Customer responsibilities

What Customers See​

  • Similar structure to Help & Feedback
  • Categories and topics
  • Process documentation
  • Reference materials

Content Structure​

Categories​

Organize content by topic:

  • Getting Started - Initial information
  • During Construction - In-progress topics
  • Billing Questions - Payment help
  • Communication - How to reach you
  • Custom Categories - Your organization

Topics (Articles)​

Individual help articles containing:

  • Title - Clear topic name
  • Content - Help text/instructions
  • Attachments - Related files

Navigating Help Content​

Browsing Categories​

  1. Open Help & Feedback section
  2. See list of categories
  3. Click category to expand
  4. View topics within

Viewing Topics​

  1. Click on a topic
  2. Read the content
  3. Download attachments if available
  4. Navigate to related topics

Searching Content​

  1. Use search bar
  2. Enter keywords
  3. View matching results
  4. Click to open topic

Creating Help Content (For Staff)​

Accessing Help Admin​

  1. Go to portal settings or Help admin section
  2. Manage Help & Feedback or What to Expect
  3. Add/edit categories and topics

Creating Categories​

  1. Click Add Category
  2. Enter category name
  3. Set display order
  4. Save category

Creating Topics​

  1. Select a category
  2. Click Add Topic
  3. Enter topic title
  4. Write content
  5. Add attachments (optional)
  6. Save topic

Adding Attachments​

  1. Edit the topic
  2. Click Add Attachment
  3. Upload file
  4. File available for download

Editing Content​

  1. Find the category or topic
  2. Click Edit
  3. Make changes
  4. Save updates

Deleting Content​

  1. Find the item to remove
  2. Click Delete
  3. Confirm deletion
  4. Item removed from portal

Content Best Practices​

Writing Help Articles​

  • Use clear, simple language
  • Break into sections with headers
  • Include step-by-step instructions
  • Add images when helpful
  • Keep articles focused

Organizing Categories​

  • Use intuitive names
  • Group related topics
  • Limit to 5-8 categories
  • Order by importance

Useful Topics to Include​

Help & Feedback:

  • How to make selections
  • How to sign contracts
  • How to pay invoices
  • How to send messages
  • Contact information

What to Expect:

  • Project phases overview
  • Design process
  • Construction timeline
  • Your role in the process
  • Common questions by phase

File Attachments​

Supported Files​

  • PDF documents
  • Images (JPG, PNG)
  • Office documents
  • Other common formats

Using Attachments​

Good uses for attachments:

  • Detailed guides (PDF)
  • Reference documents
  • Checklists
  • Process flowcharts
  • Visual aids

Managing Attachments​

  1. Navigate to topic
  2. View existing attachments
  3. Add new or remove old
  4. Test downloads work

Enabling Help Sections (For Staff)​

The Help & Feedback and What to Expect sections must be turned on by Readybuild before they appear in the portal. Contact Readybuild support to enable them.

Once enabled, you create and maintain their content in Settings > Projects > Portal Content, which has a tab for each section.

Content Maintenance​

Keeping Content Current​

  • Review articles periodically
  • Update when processes change
  • Remove outdated information
  • Add new topics as needed

Monitoring Usage​

Track what customers look for:

  • Common questions asked
  • Missing topics identified
  • Content gaps found
  • Update accordingly

Common Questions​

Why is Help section empty?​

You need to create content:

  • Add categories first
  • Create topics within categories
  • Enable the feature in settings

Can customers submit feedback?​

The section name includes "Feedback" but functionality depends on configuration. Use Messages feature for customer feedback.

Should I use both sections?​

Use based on your needs:

  • Help & Feedback for FAQs
  • What to Expect for process education
  • One or both depending on content

Troubleshooting​

Content Not Appearing​

Check that:

  • Feature is enabled
  • Categories exist
  • Topics created within categories
  • Content is published/active

Attachments Not Downloading​

Verify:

  • File uploaded successfully
  • File format supported
  • File not too large
  • Link not broken

Search Not Finding Content​

Ensure:

  • Content exists with those keywords
  • Search is indexing properly
  • Try different search terms