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