Views
You can create views in CRM to help your agents see only the queries that they are supposed to resolve. Some examples include
Creating a view for all tickets from Instagram
Creating a view for tickets assigned to a particular team
List of filters:
The following filters are available to create views in help desk:
Source
Channel
Assignee team
Assignee agent
Labels
Created at
Last received message
CSAT ratings
NPS ratings
Un read
Bot ticket
Creation of views based on filters:
To create the views, follow these steps:
1. Access the "Help desk" section in the BIK dashboard.
2. Click on the "Add new view" icon to add a new view in the left panel.
3. Create a view by applying filters with specific conditions, such as source, channel, and assignee team, according to your requirements, and then click on the "Next" button.
4. Fill in the necessary details, such as the view's name and chat view accessibility.
5. Use the "Create" button to successfully create the views.
6. You can then access and manage the views in the help desk section under "Views."
Default views:
The help desk has a default view called "Customer Looking for Agent," which allows you to see chats where customers are seeking assistance from an agent. This default view cannot be customised or deleted.
Viewing and managing of views:
To manage and view the views, follow these steps:
1. Access the "Help Desk" in the BIK dashboard.
2. Click on the downward arrow icon to access the available views.
3. Click on any view to display a list of chats that meet the specified criteria.
4. Use the "Contextual dots" (...) to edit and delete the views.
FAQs
1) What is the difference between public and private views in help desk?
Public views can be accessed and used by all team members and agent, while private views are only visible to the user who created them.
2) Can I schedule views to be automatically updated or refreshed in help desk?
Yes, chats will be automatically updated in views when the specified conditions for those views are met.
3) Are views in help desk customisable?
Yes, views in help desk chats are highly customisable. You can adjust the criteria, filters, and accessibility to suit your specific needs and preferences.
4) Are there any limitations to the number of views I can create in help desk chats?
No, there is no limitation to creating views. You can create multiple views according to your needs.
For further assistance or to raise feature requests related to views, please contact [email protected]