It's important that applicants know how to get help when they're using CityGrows (if they need it). Applicants generally have two types of questions or needs. Occasionally they need help with the website itself (thankfully, it's quite rare that applicants need technical support with completing a basic workflow, since CityGrows is designed to move them quickly through required steps). It's much more common that they have a question about the process (they don't understand a question, they're not sure if they meet the requirements for a program, or they want to connect with a government employee). When an applicant clicks on the "Support" tab on CityGrows in the bottom left corner of their screen, they see something that looks like this:
If they click "This website isn't working properly" they're directed to the CityGrows support team via our online chat. However if they click "I have a question about this process" we try and direct them to check the FAQ associated with the workflow they're on.
So it's good to make sure that the most common questions you get are included in that FAQ (Frequently Asked Questions)!
Here's how to add to the FAQ: From the workflow editor, click on "More" and then click on "Support Settings"
Once that's open you'll see the option to change the Support Contact (that's the person who will receive emails or notifications about support requests) and any FAQs that have already been added. Please note that users also often start "Discussions" with staff when they need help, Discussion notifications go to all Admins on a workflow
You can add as many FAQs and Answers as you like!
If you find that you're getting the same question multiple times, add the question and answer to your FAQ!