This guide gives you a complete overview of the Helpdesk, including its interface, core functionality, and tools available for agents to manage customer communication efficiently.
Top Navigation Bar
Helpdesk Tour: Offers a guided overview of the Helpdesk interface and its key features.
Shortcuts: Provides quick access to frequently used Helpdesk features for faster workflows.
What’s New: Displays recent releases and updates to the application.
Notification Center: Shows real-time alerts for incoming messages and system updates.
Profile Section: A centralized space to access user details and profile settings.
Left Panel
Overview
This panel allows you to manage tickets, view team activity, and compose new messages.
All Bot Tickets: Displays all tickets generated by AI journeys.
Compose: Enables BIK users to send emails or WhatsApp messages directly to customers.
Ticket Views
Views: Create custom CRM views to help agents focus only on relevant tickets.
Teams: View tickets assigned to specific teams that the agent is part of.
All: Shows all tickets assigned to the current agent.
My Tickets: Displays only the tickets directly assigned to the agent.
Unassigned: Shows all unassigned tickets waiting for action.
Mentions: Tickets where the agent is tagged.
Chat List Panel
This panel provides an overview of all active tickets and controls for managing them.
Ticket List: Displays all helpdesk tickets.
Filters: Filter tickets by channel, label, activity date, created date, priority, AI journey, status alert, or agent.
Search:
By name, email, or phone number (include country code).
Use
#TicketIDto locate specific tickets.
Chat Stages: Filter tickets based on their current chat stage.
Sort By: Sort tickets by oldest or newest.
Bulk Operations:
Set priority
Add labels
Change chat stage
Merge tickets
Contextual Dot Menu:
Mark as read
Assign agent
Close ticket
Pagination: Allows navigation across multiple pages of tickets.
Message Console
The main communication interface between agents and customers.
Top Actions:
Ticket ID & User Name: Displayed at the top.
Re-assign Agent: Reassign tickets to another agent or team.
Chat Stage: Update ticket status through chat stages.
Close/Reopen Ticket: Finalize or reopen conversations.
Train Your Bot: (Visible post ticket closure) Helps train the bot by generating FAQs from past conversations.
Ticket Management Tools:
Add Labels: Organize and track tickets using labels.
Set Priority: Prioritize tickets for resolution based on urgency.
Assign Tasks: Create internal tasks related to the ticket.
Snooze Ticket: Temporarily hide tickets from the main list.
Call Customer: Place calls directly from the console.
Contextual Dot Menu:
Pin ticket
View marketing chats
Merge tickets
Block customer
Messaging Area:
Chat Thread: Shows conversations between agent and customer.
Message Box: Input area for typing responses.
Channel Icon: Displays the channel being used.
Meta Policy Timer: Indicates time left to respond per Meta guidelines.
Full Screen Toggle: Expand/minimize console view.
Message Tools:
Insert File: Attach and send files (video, image, PDF).
Formatting Options: Use bold, italic, underline, strikethrough, bullet points.
Emoji Picker: Add emojis to messages.
Add Variable: Use customer-specific variables in messages.
Rephrase: Improve, translate, or rewrite messages with AI.
Help Me Write: Generate message suggestions based on context.
Journey: Start automated journeys directly from the ticket.
WhatsApp Template: Send pre-approved templates.
Quick Reply: Use predefined responses.
Add Private Note: Internal notes only visible to agents.
Summarize: Generate a summary of the ticket for quick context.
Send: Sends your message to the customer.
Right Panel
1. Customer Information
Shopify Section:
Details: Email, phone number, total orders, total spent, customer since.
Order History: Past orders of the customer.
BIK Section:
Customer Info: Email, phone numbers, address, city, state.
Custom Details: Add or edit customer-specific data.
Tags: Add relevant customer tags.
Freshdesk: Create a Freshdesk ticket if needed.
2. Shopify Store Panel
View and share products, collections, or generate checkout links with custom discounts and shipping options.
3. Ticket Information
Forms: Any filled forms related to the ticket.
Activities: Actions like reopened, closed, merged, etc.
History: Timeline of ticket status changes.
4. Similar Tickets
Merged Tickets: Shows past merged conversations.
Similar Tickets: Related tickets by the same customer or issue.
Similar Contacts: Related contacts with similar issues.
5. CRM-Wide Customer Events
View campaign, widget, inbox, and store-level events related to the customer.
6. Tasks
Displays all tasks created for the specific ticket.
7. Connected Apps
Displays integrated tools like Google Forms.
8. Expand/Collapse Panel
Use the max/min icon to resize the right panel as needed.
FAQs
1) Where can I see the customer’s order history?
Under the Right Panel > Shopify > Order History.
2) What’s the difference between quick replies and WhatsApp templates?
Quick replies are predefined internal messages. WhatsApp templates are pre-approved by Meta and used for external communication.
3) Is it possible to send files to customers?
Yes, you can attach and send images, videos, and PDFs via the "Insert File" option.
4) How do I track the status of a ticket over time?
Check the History tab under the right panel for a timeline of changes.
For further assistance or to raise feature requests related to Helpdesk Walkthrough, please contact [email protected].