Widget of the Week: FAQ Widget for IT Support

Fewer Standard Requests. Clearer Answers. Relieved Teams.

When Recurring IT Questions Cost Time

Common IT support questions like password resets, VPN access issues, and policy location inquiries consume valuable team resources. In organizations with distributed locations or hybrid work arrangements, employees increasingly expect quick answers directly in their Employee App or intranet – rather than through traditional support tickets or emails.

What Concerns Companies?

Core problems identified from real projects:

• High volume of standard IT support tickets – Many could be prevented with well-maintained FAQs
• Editorial dependency on IT – Small content updates require technical support
• Fragmented information sources – Policies scattered across SharePoint, archived news, and PDFs
• Poor findability – Employees don’t know where to look, so they ask directly

The Solution: A Rule-Based FAQ Widget with the JASP Widget Builder

The solution uses an interactive, rule-based FAQ widget managed through editorial processes – rather than AI chatbots – providing editorial control and adaptability.

Key Features

• No-code editorial control – Content teams manage questions, answers, and links independently
• Targeted personalization – Content delivery by location, role, or device category
• Rapid deployment – Configure widget, generate URL, embed in Staffbase
• Extensible and practical – Link to forms, SharePoint pages, and contact options

Typical Content Topics

• Password reset and account management
• VPN access and remote work guides
• Device setup (laptops, smartphones)
• IT policy references in SharePoint
• Clear escalation paths for complex issues

Technical Background – Simply Explained

The Widget Builder extends Staffbase intranet and Employee App functionality through a streamlined process:

1. Configure widget settings
2. Generate widget URL upon completion
3. Copy-paste URL into Staffbase Studio

IT involvement focuses on initial setup rather than ongoing maintenance. Editorial teams handle daily content updates without technical dependencies. Existing Microsoft 365 and SharePoint content integrates through linking, preserving the current information architecture.

Practical Added Value & Effects

For Editorial Teams

• Fewer coordination questions and manual adjustments
• Complete content control and currency management
• Quick response to emerging IT topics

For IT Departments

• Relief from repetitive standard inquiries
• Focus redirected to complex, individual support cases
• Structured knowledge transfer replaces ad-hoc communication

For Employees

• IT information accessible anytime
• Clear orientation in the digital workplace
• Increased Staffbase acceptance as central information hub

Conclusion

The FAQ Widget demonstrates how the Widget Builder efficiently solves practical workplace communication challenges. JASP brings over 20 years of experience with digital workplaces, Microsoft 365 environments, and Staffbase extensions, prioritizing stable, maintainable solutions over showcases.