Jay bought me a present a few days ago.

Okay, he didn't, but I love it like it is my own :)

The history of the HPFF FAQ's in my time with the site has been rather sordid. In it's original incarnation, the FAQ's consisted of a 10 point list of questions that popped up in a small javascript box and were a smidge out-dated. Since, then, we've ugpraded significantly but I never thought we would see an upgrade this fantabulous.

Our new helpdesk software, powered by eSupport, boasts a very easily searchable k-base that includes articles on everything under the HPFF sun (though, if you can think of one you need added, shoot me an e-mail and I might be pursuaded), a trouble ticket interface that should allow the staff to better handle your requests and, my favorite of all - a feature I want to sing serenades to nightly, the Troubleshooter.

For you non-geeks, a troubleshooter is basically a digital staff member. If you encounter a common (and linear) problem, the troubleshooter is where you want to go. It is, effectively, the same as the FAQ's but, instead of presenting you with several paragraphs of overwhelming information that you have to weed through on your own to find the path best suited to your problem, it walks you step-by-step through the process, handing over only as much information as you need to illuminate the 10 feet in front of you.

As an example, the "login problems" troubleshooter, which can be found here, gives you three different issues to choose from when you enter it; 'I didn't recieve my password,' 'nothing happens,' and 'the password doesn't match.' Following one of the most common issues - I didn't recieve my password - you are presented with three more options - in this case, e-mail servers. From there, you recieve information on how to correct the issue given your specific e-mail server. Much easier for some than thuming through a document like this.

Well, I'm excited anyway.