Frequently Asked Questions

Knowledgebase

Frequently Asked Questions

Find answers to common questions asked by customers. FAQs are sorted by modules.
  1. Setup FAQs
  2. Can a customer fill out Parature Feedback if a ticket is closed by the CSR?
  3. Can a logo be added to an auto-reply email/ticket notification?
  4. Can I change the default font on all ticket forms?
  5. Can I delete the scale size of an ordinal question in Parature Feedback?
  6. Can I disable timeouts on the Service Desk?
  7. More...
  1. Desktop FAQs
  2. Can I write custom code to be used in a Widget?
  3. How do I cancel a recurring event?
  1. Email FAQs
  2. Can I have individual signatures for my support representatives with the Email Module?
  3. Is there a limit to the number of recipients I can add to an email?
  4. One of my customers received an email requesting personal information-is there any circumstance in which a message like this would be sent out by Parature?
  5. What is the character limit for the "Submit an Email" page?
  1. Knowledgebase FAQs
  2. Can I change the name of the Troubleshooting tool?
  3. Can I create a report that tells me which KB articles have ratings or feedback?
  4. Can I restrict access to Knowledgebase References on a per-Customer basis?
  5. Can Parature identify who's seen a Knowledgebase Article by name or another unique identifier?
  6. Do external links to downloads and external links to Knowledgebase articles work the same way?
  7. More...
  1. Download FAQs
  2. Are there any restrictions on my Download module's capabilities?
  3. Can I download entire folders in the Download module from the Support Portal?
  4. Is it possible to have an external Parature Download link with the extension (such as SWF) included?
  5. What is the best format to use for Parature Video?
  6. What is the default sort order for directories in the Download module?
  7. More...
  1. Account FAQs
  2. Are Notes, Calls, and Tasks visible to Contacts or only to Service Desk users?
  3. Are there other ways that a Customer’s Role can be changed or assigned?
  4. Can I associate a Contact with multiple Accounts?
  5. Can my default customer role be Account Administrator?
  6. Do the Customer and Account modules have a trash scheduler?
  7. More...
  1. Customer FAQs
  2. Do contacts shared between departments maintain the same Customer ID?
  3. How can I prevent my TSA from sending notifications to a trashed contact?
  4. How do I create non visible tickets?
  5. How do I share support visibility between the two Contacts if two separate Parature Accounts are under a single parent company?
  6. If I add a customer to a ticket as an additional contact, would that ticket then show up in the queue for that customer?
  7. More...
  1. Product FAQs
  2. Are trashed assets included in Premium Reports?
  3. How can I activate product field to appear on the ticket form?
  1. Ticket FAQs
  2. Can a ticket be unhidden?
  3. For Parature's default ticket workflow, what are the available statuses and actions and what do they mean?
  4. How can an email be identified as invalid for email to ticket conversion?
  5. How can I determine how many tickets a certain account has submitted by ticket type (e.g., Bug Report, Question, etc.)?
  6. How can I make links in my ticket footer open in a new browser window?
  7. More...
  1. Chat FAQs
  2. Can a Chat Supervisor or administrator set common shortcuts for CSRs?
  3. Can a single chat agent support chats from multiple departments?
  4. Can I browse the Ticket module while in a chat with a customer?
  5. Can I customize the Customer and Account data shown in the chat toolkit area?
  6. Can I use anonymous Parature chat abilities if I'm also using pass-through authentication?
  7. More...
  1. Survey FAQs
  2. Can I add a link to a Parature Survey in a Portal banner or external website?
  3. Can I use question dependencies in my surveys?
  4. How can I resend a survey including design and questions without losing data?
  5. How do I get customer information included in my survey?
  6. Will a survey time out if left idle while a customer is completing it?
  1. Reports FAQs
  2. Premium Custom Reports FAQs Can I create a filter for "Last Week" on Parature's Premium Reports?
  3. Standard Reports FAQs Can I give my end users access to Reports?
  4. Premium Custom Reports FAQs Can I run a single report for all Parature Departments simultaneously in Premium Reporting?
  5. Premium Custom Reports FAQs Do Standard Reports and Custom Standard Reports respect business hours?
  6. Standard Reports FAQs Do Standard Reports and Custom Standard Reports respect business hours?
  7. More...
  1. Portal FAQs
  2. Portal Customization FAQs Can contacts delete email messages from the "My History" and "My Email" screens of the Support Portal?
  3. Portal Customization FAQs Can I add a new channel or portal icon to my portal splash page?
  4. Portal Customization FAQs Can I put Parature content in a tab?
  5. Portal Customization FAQs Can we group open tickets on the Portal together?
  6. Portal Administration FAQs Can you associate multiple email address with an end user?
  7. More...
  1. Support FAQs
  2. How can I escalate a case?
  3. How can I suggest a new feature to Parature?
  4. How do I submit a bug report ticket?
  5. How do I submit a new ticket to Parature Support through the Support Portal?
  6. How do I submit support requests to Parature via email?
  7. More...
  1. Sandbox FAQs
  2. Can I copy data or configurations from my Parature sandbox to my live system?
  3. What is the difference between the Production / Live environment and the Sandbox environment?
  4. What limitations does the Parature Sandbox have?