Community, Help & Platform Content
Manage community taxonomy, help content, contact routing and support-case reference values.
Community Forum Categories
Display name for the existing CF Category collection. Preserve its technical name until all references are checked.
Name | Description | Actions |
|---|
Community Forum Subcategories
Display name for CF Sub-Category. Connect every record to its parent Community Forum Category.
Image | Name | Actions |
|---|
Forum Topic Categories
Classify discussion topics without duplicating the parent forum hierarchy.
| Topic category | Description | Status | Actions |
|---|---|---|---|
| ExamplePractical guidance | Questions seeking actionable help | Demo only |
Contact Reason Categories
Standardised display name for Contacts Category. Use as a parent grouping only if individual Contact Reasons also exist.
| Category name | Description | Status | Actions |
|---|---|---|---|
| ExampleAccount assistance | Registration and profile enquiries | Demo only |
Help Categories
Use one canonical Help Category collection. Migrate or relabel FAQ Category rather than creating a duplicate Help Categories collection.
| Category name | Description | Status | Actions |
|---|---|---|---|
| ExampleGetting started | Registration and first steps | Demo only |
Platform Update Categories
Standardised display name for Updates Categories and used to classify platform notices.
| Category name | Description | Status | Actions |
|---|---|---|---|
| ExampleService announcement | Important platform information | Demo only |
Help Topics
Manage user-facing help articles or topic records under the appropriate Help Category.
| Topic title | Help category | Status | Actions |
|---|---|---|---|
| ExampleHow to create a funeral event | Getting started | Demo only |
Contact Reasons
Use selectable reasons in contact and support forms; connect to Contact Reason Category when that hierarchy exists.
| Reason | Parent category | Status | Actions |
|---|---|---|---|
| ExampleRegistration assistance | Account assistance | Demo only |
Support Queues
Route cases to the appropriate team. Queue membership and staff permissions remain in access-control records.
| Queue name | Responsible team | Status | Actions |
|---|---|---|---|
| ExampleRegistration support | User support team | Demo only |
Saved Reply Categories
Group reusable support responses; the actual reply text belongs in the saved-reply operational collection.
| Category name | Description | Status | Actions |
|---|---|---|---|
| ExampleRegistration guidance | Approved onboarding responses | Demo only |
Case Types
Classify support cases without mixing them with disputes, reports or moderation cases.
| Case type | Description | Status | Actions |
|---|---|---|---|
| ExampleAccount assistance | Help with registration or profile access | Demo only |
Case Statuses
Control the support-case lifecycle separately from request, booking, dispute and moderation statuses.
| Status | Description | Status | Actions |
|---|---|---|---|
| ExampleOpen | Awaiting support review | Demo only |
Support Priorities
Use a clear ordered priority scale and avoid promising response times that the support operation cannot meet.
| Priority | Response target | Status | Actions |
|---|---|---|---|
| ExampleHigh | Review as soon as operationally possible | Demo only |
Satisfaction Ratings
Provide consistent post-support feedback values; store each user response on the case or feedback record.
| Rating label | Score | Status | Actions |
|---|---|---|---|
| ExampleSatisfied | 4 | Demo only |
Escalation Reasons
Explain why a support case needs higher-level review and retain the selected reason in the case history.
| Reason | Description | Status | Actions |
|---|---|---|---|
| ExampleSpecialist review required | Case needs subject-matter expertise | Demo only |
DrapCode connection notes
- Create or duplicate a restricted admin page at the route shown above and add this Bootstrap 5 layout.
- Bind each accordion table and Add/Edit action to the existing collection represented by its heading. Keep current technical names until dependencies are checked.
- Display CF Category as Community Forum Category, CF Sub-Category as Community Forum Subcategory, Contacts Category as Contact Reason Category, FAQ Category as Help Category and Updates Categories as Platform Update Category.
- Use Help Category → Help Topic and optionally Help Topic ↔ Help Tag. Do not duplicate binding legal content inside help articles; link to the authoritative policy.
- Use Contact Reason Category → Contact Reason where both levels are needed. Route Contact Reasons and Case Types to the appropriate Support Queue.
- Keep actual support cases, messages, saved replies, feedback responses and audit history in operational collections. Reference tables only provide controlled choices.
- Record material configuration changes in Audit Logs. Notify support administrators when queue, priority, status or escalation changes can affect active cases.
- After changes, test Help Centre browsing/search, contact form routing, case creation, queue assignment, saved replies, escalation, satisfaction and community-forum forms.