Widget of the week: FAQ widget for IT support  

Fewer standard enquiries. Clearer answers. Relieved teams. 

When recurring IT issues cost time 

„How do I reset my password?“, „Why isn't the VPN access working?“, „Where can I find the current IT policy?“  

Such questions are part of everyday life for many IT teams - regardless of industry or company size. Especially in organisations with distributed locations or hybrid working models, the need for quickly available, reliable IT information.  

This is very clear in Staffbase environments: the platform is established and is used intensively. This is precisely why employees expect answers Directly in the employee app or on the intranet - without detours via tickets or e-mails. 

What are companies worried about? 

From real projects and discussions with IT and communications teams, the same pain points arise time and again: 

  • High number of standard requests in IT support 
    Many tickets concern familiar topics that could be avoided with good FAQs. 
  • Dependence of the editorial team on IT 
    Small changes to FAQ pages or help texts often require technical support. 
  • Distributed information sources 
    Instructions are in SharePoint, notes in old news, guidelines in PDFs. 
  • Poor findability 
    Employees don't know where to look - and prefer to ask directly. 

This puts a strain on IT teams, slows down editorial teams and leads to unnecessary dissatisfaction among employees.  

The solution: A rule-based FAQ widget with the JASP Widget Builder 

With the FAQ widget based on the Widget Builder for Staffbase these challenges can be addressed pragmatically.  

It is important to note that this is not an AI chatbot, but rather a Interactive, rule-based FAQ widget, which is editorially maintained and can be customised at any time. 

What characterises the solution? 

  • No-code and editorially controllable 
    Editors maintain questions, answers and links themselves - without programming. 
  • Targeted personalisation 
    Content can be displayed according to target groups, e.g. by location, role or device category. 
  • Fast realisation 
    Configure widget, generate widget URL, integrate into Staffbase - done. 
  • Expandable and practical 
    Links to forms, SharePoint pages or contact options are possible at any time. 

Typical content in the FAQ widget: 

  • Password reset and account topics  
  • VPN access and remote work tips  
  • Device setup (laptop, smartphone)  
  • References to IT policies in SharePoint  
  • Clear escalation paths for special cases 

Technical background - clearly explained 

The Widget Builder is an extension for the Staffbase intranet and the Employee App.  

The process is deliberately kept simple: 

  1. Configuration of the widget in the Widget Builder  
  2. Provision of a widget URL after completion of the configuration  
  3. Integration of this URL in Staffbase Studio via copy&paste 

The IT is usually only involved in the initial setup or with optional interfaces. 
The ongoing operation - i.e. maintaining, adapting and updating the content - is entirely the responsibility of the editorial team. 

Existing content from Microsoft 365 or SharePoint are linked or integrated. This means that the existing information architecture is retained and content does not have to be maintained twice. 

Practical added value & effects 

For the editorial team 

  • Fewer queries and manual reconciliations  
  • Full control over content and timeliness  
  • Fast response to new IT topics 

For the IT department 

  • Relief for recurring standard requests  
  • Focus on complex, individual support cases  
  • Structured knowledge transfer instead of individual communication 

For employees 

  • IT information available at all times  
  • Clear orientation in everyday digital working life  
  • Greater acceptance of Staffbase as a central information platform 

The result: Better information flow without additional complexity in ongoing operations or editorial maintenance. 

Conclusion 

The FAQ widget for IT support is a typical example of how the Widget Builder for Staffbase concrete everyday problems can be solved efficiently.  

JASP brings over 20 years of experience in digital workplaces, Microsoft 365 environments and Staffbase extensions to the table. The focus is not on showcases, but on stable, maintainable solutions, that work in everyday life. 

👉 Discover use cases now https://www.widgetbuilder.de/de/widgets/

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