Your FAQs and Solutions are probably the most critical part in your support portal. You might have all the solutions your customers need ready, but if your customers don’t get to see them when they need an answer, it isn’t helping anyone.


Placeholders for each Solution Category


Placeholder

Return Type

What they mean

solution_category.name string Name of the solution category
solution_category.description string Description of the solution category
solution_category.id number Unique ID of the solution category
solution_category.url url URL pointing to the solution category
solution_category.folders collection of folders Folders in the category based on visibility
solution_category.folders_count number Folders count in the category based on visibility

Placeholders for a Folder in a category

Placeholder

Return Type

What they mean

folder.name string Name of the solution folder
folder.description string Description of the solution folder
folder.id number Unique ID of the solution folder
folder.url url URL pointing to the solution folder
folder.category solution category Category in which the solution folder is contained
folder.articles collection of articles Articles inside the solution folder
folder.articles_count number Count of articles inside the solution folder
 visibility  number  

Placeholders for a specific article in the folder

Placeholder

Return Type

What they mean

article.title string Title of the solution article
article.thumbs_up number No of thumbs ups for a solution article
article.thumbs_down number No of thumbs downs for a solution article
article.body html The body of the solution article including any formatting and images
article.body_plain string The body of the solution article in plain text
article.modified_on date/time The time stamp pointing to when the solution article was last modified
article.created_on date/time The time stamp pointing to when the solution article was originally created
article.id number The Unique ID of the solution article
article.url url The URL pointing to the article
article.tags array of strings The search tags that have been added to the solution article
article.attachments attachment The attachment(s) that have been made to the solution article.
cloud files  array of cloud files  
article.type string The type of the article (Permanent or Workaround)
article.folder string The folder in which the article is contained
article.category string The category in which the solution article is contained
article.thumbs_up_url url The URL which will increase the thumbs up of the article by one. Need to use a data-method=”put” attribute in the link to work.
article.thumbs_down_url url The URL which will increase the thumbs down of the article by one.  Need to use a data-method=”put” attribute in the link to work.   
portal.recent_articles collection of articles the list of recently added articles from across the portal
 related  collection of articles  
 cloud files    

Here's the list of placeholders for other categories such as, General Portal Information, Managing User Access, Forums, Accessing Attachments and Using Snippets for critical behaviour.