Content & Downloads
News, announcements, downloadable files and the public pages your customers read.
What is it?
Management of the non-ticket content on the portal: announcements and news posts, downloadable files such as manuals and drivers, and the service pages customers browse.
Why does it exist?
A planned maintenance notice posted once prevents forty identical tickets. Downloads that customers can find prevent the rest.
How does it work?
1
Post announcements before planned work, not after complaints start.
2
Upload files customers routinely request and keep versions labelled.
3
Pin critical notices so they appear at the top of the portal.
4
Archive anything out of date — stale notices destroy trust in new ones.
WHO USES IT
Administrator
Marketing
WHAT MANAGEMENT ACHIEVES
Proactive communication that measurably reduces inbound volume during exactly the periods you are busiest.
In practice
A hosting provider posts a migration window notice on Monday; the Saturday migration generates four tickets instead of the usual sixty.
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