Resources

Genuity provides tools to provide answers to commonly ocurring tickets. Under resources, there are Snippets, Documents, and FAQ's.

Snippets

Snippets are blocks of text that can easily be inserted into comments for tickets. This provides an easy way to respond to commonly occurring tickets, especially for tickets in which staff can resolve on their own. In insert a snippet into a comment, type in # then select Snippets. From there, a list of available snippets to include in the comment are shown. Just select a snippet, and the full text will be included in the comment.

###Documents
Documents is an online document store inside Genuity. These documents can be easily attached to tickets. This is a great way of storing common forms or other documents. Documents are available view the Resources submenu or in the attachments for each ticket.

FAQ's

Frequently Asked Questions, or FAQ's, are a list of common questions along with the corresponding answers. This provides a mechanism for staff to find answers to their questions before creating a ticket. This helps reduce the number of tickets created by your staff.