This information is to guide Member Associations how to format solutions (user guides) within Freshdesk. This is important to deliver a uniform and consistent message to all stakeholders.


For information on how to copy an existing Solution follow the Copying an existing Solution guide.



Layout

A solution should always begin with an introduction. The introduction should include who the solution information is directed to, and a brief description of the contents.

It may be beneficial to provide examples directly under the introduction, or links to other related solutions.

Following the introduction, clearly defined numbered steps are required to instruct users how to complete processes.



Spacing

Two spaces are required between each step and after the introduction and after the final step.

If a step is empty, that is the step does not have any contents (only a heading), one space is required.

There must be a space before and after all images.

If the image is the final content within the step there must be two space after the image.



Images

Images are to be in PNG or JPG format and can not exceed a maximum width of 780 pixels.

Images should be cropped, and not skewed. Images must be centred with a space before and after the image.

If the image is the final content within the step there must be two space after the image.

Do not add indicators (arrows, circles, any other highlighting) to any image.



Alerts

Use alerts to highlight important information.







Insert the image using the Insert Image icon, then position the image to the Left justified, the Inline. Ensure the first line of the text is align to the top of the image. Then add sufficient returns to leave a gap beneath the alert text. Always preview the saved final version of the Alert message to ensure its aligned correctly.



 


The text of the Alert must be dark grey and aligned to the top of the Alert image.


Example:


This is an example of the Alert image and text, once formatting is completed correctly.





Referring to other Solutions

When referring to other solutions, using the full name of the solution and hyperlink the solution name to the URL of that solution.

When inserting a link select 'Open link in new tab'.

 


Font Summary

  • Font: default font
  • Size: default size
  • Introduction: bold text
  • Steps: bold and navy blue
  • Alert: grey
  • Asterix: red



Font

Use the default font, and default font size that exists when you create a new solution.

To reset any formatting, highlight the text then click the Removing Formatting icon



Introduction Font

Use the default font, and default font size. The text for the introduction is to be bold. 



Step Font

Use the default font, and default font size.

The text for Steps are to be bold and navy blue. Navy blue on colour palette is on the first row in the fourth column.




Alert Font

Use the default font, and default font size.

The text for Alerts are to be dark grey. Dark grey on colour palette on the second row in the third column.




Asterix Font

Use the default font, and default font size.

The text for Asterix are to be red. Red on colour palette on the first row in the seventh column.




Support

Contact the FCP Support team for any queries or if you would like them to review any of your Solutions.

For information on how to contact FCP Support please follow Creating a ticket for the FCP Support Team guide.