Managing Client Portal Questions

Learn how to create custom reports to track Questions in Work Management, and establish and manage question categories for better organization in the Client Portal and TDAdmin.

The Client Portal Questions feature reduces the burden on support teams and also builds institutional knowledge through crowd-sourced content and community engagement. With robust reporting capabilities and flexible category management, organizations can track question trends, monitor response effectiveness, and organize discussions by department or topic area.

In this article, we’ll cover how to:

• Create a Questions Report
• Manage Question Categories
  • Create a Questions Category
  • Modify a Questions Category
  • Delete a Questions Category

Create a Questions Report

Technicians and administrators can create a custom Questions report, allowing them to track submitted questions and monitor responses efficiently.

To create a Questions report:

1. In the Client Portal, click your name in the top right, then select TDNext
2. Click View Applications, then select the Analysis application tile
3. Click the Reports menu located at the top right corner of the page
4. Select New Report
5. Select the Questions Report source tile
6. The default columns are Title and Asked By. Click the Add button to include additional columns
7. Set up filters, visibility, and other parameters as needed. Review the Using Custom Reports article for detailed instructions
8. Click the Save and Run at the top

From here, you can add this report to a dashboard.

Manage Question Categories

Question categories enable you to separate questions by type. Although question categories can be deleted in TDAdmin, they can only be created or modified in the Client Portal. Since these actions are only available within the Questions application, you must have the appropriate permissions to perform them.

In the Questions system, permissions are set at the category level and cannot be configured for individual questions. 

Create a Questions Category

Categories can only be added at the root level of the Questions system; there are no subcategories available.

To create a new question category:

1. In the Client Portal, click the Questions link on the top navigation
2. Click the +New Category button
3. Enter a Title for the category
4. Enter a Description for the category
5. Choose the Visibility of the category:
   • Not Published (default) – Work Management (TDNext) users can see and participate in the category
   • Published – Authenticated or signed-in Client Portal users can see and participate in the category
   • Public – All users can see questions in this category, including unauthenticated users
6. By default, you are opted in to receive email notifications when there is any activity in the category. Uncheck the Follow box to opt out
7. Click Save

Modify a Questions Category

If you have permission to Edit Categories, you can edit any category in the Questions system. If not, you can only edit the categories you created.

To modify a question category:

1. In the Client Portal, click the Questions link on the top navigation
2. Click the category you would like to modify, then click the Pencil icon at the top right of the page
3. Edit the required and optional fields as desired
4. Click Save

Delete a Questions Category

Categories are sometimes incorrectly created or become unused and need to be removed. Before deleting a category, make sure that no members of your organization are still using it.

To delete a question category:

1. In the Client Portal, click your name in the top right, then select Admin
2. In the Admin Portal, go to Applications > Client Portal > Questions > Question Categories
3. Click the Delete link next to the category you would like to delete
4. Click the OK button in the confirmation popup