Reduce repeat questions

Most support teams answer the same handful of questions over and over. Your portal is built to break that loop: answer once, in public, and the next customer finds the answer before they ask. Here’s how to set that up, step by step.

Answer once, and mark the solution

When a question comes in, reply on the thread as you normally would. Then mark the reply that actually resolved it as the solution. The solution is pinned directly below the question, above every other reply, and the thread flips to solved.

That one click does a lot of work. A customer who lands on the thread later sees the answer first, without reading the whole conversation. The asker can mark a solution too, and so can any team member, which is useful when the asker never comes back. See Moderate your portal for where the controls live.

Catch duplicates before they are posted

Your portal tries to stop the repeat before it becomes a new thread.

While a customer types a title on the ask form, the portal suggests existing questions that look like a match, right below the Title field. Each suggestion opens in a new tab, so the draft is never lost.
On every question page, a Related questions sidebar lists up to 5 other public threads with the most title words in common. Someone reading one answer keeps finding their way to the next one without searching.

Both are automatic. There is nothing to turn on. See How your customers sign in, ask & vote.

Questions and replies can be upvoted, one vote per person. Sort the question list by Top voted to see what the most customers are asking about. Those are the threads worth a careful, well-written answer, because that answer gets read the most times.

Let the search log tell you what to write next

Open the Analytics page in your dashboard. Two panels matter here.

Searches with no results lists what customers looked for and did not find. If the same term keeps showing up, that is a question you should write and answer yourself.
Top questions shows your most-viewed threads. These are the ones already doing the repeating for you, so keep them accurate.

Portal analytics covers the whole page.

Keep answers easy to find

An answer nobody can find gets asked again.

Give every question a clear, specific title. Titles are what search matches, what the duplicate suggestions compare, and what customers scan.
Put each question in the right category, and use your tags for the finer labels. See Organize with categories & tags.
Pin the evergreen threads, the ones every new customer needs, so they sit at the top of the question list.

Keep the one-to-one cases private

Not every question belongs in the archive. Your team can mark any question private, and questions asked in a private category are private by default. Private questions are visible only to the author and your team, and they stay out of search, listings, and the sitemap. Use them for account-specific or billing cases, and keep the public archive for answers that help everyone.

Reuse the thread in your other replies

The last step is a habit, not a setting. When you answer the same thing anywhere else, paste the link to the thread instead of retyping the answer. Every question has a short, permanent number in its URL, for example /q/42, and it keeps working even if the title changes later. Every reply has its own Copy link action too, so you can point someone at one specific answer.

Do that consistently and the archive builds itself: every answer you write once keeps working while you do something else.