Console window
The console window in help desk is a user interface element that displays ongoing conversations between customers and support agents or sales representatives. It typically provides a real-time chat interface where users can communicate, exchange messages, and resolve issues. The conversation window helps streamline customer interactions, allowing agents to provide personalised and timely support, track conversation history, and manage multiple conversations efficiently.
Ticket Id:
A ticket ID is a unique identifier assigned to each support ticket or request in the help desk.
It is displayed at the top of the chat window, typically starting with "#".
When a ticket is resolved and closed, if the user messages again, a new ticket will be created.
Customer name:
Customer name refers to the name of an individual or entity who has engaged with the help desk.
You can view the customer's name and ID in the tooltip.
The ID will vary depending on the platform; for WhatsApp, it will be the phone number, and for Instagram and Facebook, it will be a unique number for each user.
Adding label:
Adding a label to tickets in a help desk categorises them for better organisation and tracking of customer inquiries or issues.
To add a label, you can:
Add the available labels to each ticket.
Add labels in "settings" to include them in the tickets.
Snooze ticket:
Snoozing a ticket in a helpdesk system temporarily removes it from the active queue.
This enables agents to prioritize other tasks.
The ticket reappears in the queue after the specified snooze period.
You can snooze and unsnooze tickets using the snooze button.
View snoozed tickets by applying the snooze filter in the right panel.
Agent/Staff assignment:
Agent assignment is the process of assigning a specific staff or team to handle a customer inquiry or support ticket in a helpdesk system.
It ensures that customer requests are directed to the appropriate personnel for timely and efficient resolution.
You can assign staff and agents to resolve tickets by using the "Select Staff" option.
Pin ticket:
Pinning a ticket in a help desk system prioritises it by keeping it at the top of the queue or list for easy access and visibility.
You can pin the ticket in help desk by using the pin ticket option by clicking on the icon.
Replying to tickets:
Replying in a help desk system involves responding to customer inquiries or tickets.
It includes providing updates, information, or resolutions to their queries or issues.
You can respond to any open tickets by using the reply section at the bottom of the ticket chat.
Private note:
A private note in a help desk system is a message or comment visible only to internal users, such as agents and staff, not shared with the customer.
It is used for internal communication and can include additional information, instructions, or updates related to a ticket.
You can create a private note for open and closed chats using the private note feature in the reply section or by clicking the private note icon.
Reply customisation:
Reply customisation in a help desk includes formatting options such as bold or italic text, as well as adding bullet points to messages.
These features allow agents to create visually appealing and structured responses.
They improve readability and clarity in communications with customers.
Emoji picker:
An emoji picker is a tool that allows users to select and insert emojis into their messages.
It provides a convenient way to add expressive icons, emotions, or reactions to text-based conversations.
In the reply section, you can use the emoji picker to select and insert any emoji into your messages.
Add variable in messages:
Adding a variable in a help desk system allows agents or staff to insert customer details into responses.
This provides personalised and contextual information in messages.
In the reply section, you can use the "Add Variable" feature to insert variables into messages for personalised and dynamic content.
Maximum character count:
Maximum character count in helpdesk limits the number of characters in a single message or reply.
The limit ensures messages remain concise, preventing difficulties in reading or processing.
The character count is displayed in the helpdesk interface for easy monitoring.
Whatsapp templates:
WhatsApp templates are pre-approved messages used to send notifications or customer service messages on WhatsApp.
They initiate customer interactions or sales with your store.
You can use any available WhatsApp templates by clicking the WhatsApp templates icon.
Values in the templates are pre-filled with respective customer details.
Quick replies:
Quick replies are pre-written responses for faster communication.
Access them by clicking the quick reply icon.
Select and send with a single click.
Enhance communication efficiency.
Attaching file in reply:
Attaching a file in a help desk reply allows agents to send documents, images, or other files to customers for additional information or support.
Click on the "Attach File" icon to send a file along with your reply.
Note that you can add a maximum of 3 attachments per reply message.
Automation flows:
Automation flows in a help desk system are predefined sequences of actions or responses triggered by specific conditions or events.
Select and run any pre-configured automation flow by clicking on the automation icon and selecting the flow.
You can run the flow directly or close the ticket and run the flow by selecting any of the options in the confirmation modal.
Chatbot triggered flows:
Chatbot triggered flows in a helpdesk system are predefined sequences of actions or responses triggered by interactions with a chatbot.
You can see the indication of chatbot triggered flows in the message console with the name "Automation is active."
Click on the respective triggered message by clicking on the icon of the chatbot in the message to view the triggered journey.
Message reply:
Replying to a particular message in a help desk involves responding directly to a specific message within a conversation thread.
This helps maintain context and clarity in communication, especially in multi-message exchanges.
To reply to a particular message, hover over it and click on the down icon.
Events in helpdesk:
Events notifications in a help desk are alerts that inform users about specific events or actions within the system.
These notifications can include ticket updates, changes in ticket status, agent assignments, and triggered automation flows.
They help users stay informed and manage their workflow efficiently.
You can view the events, including ticket ID, with the date and time of the event action.
Campaign template messages:
Campaign templates are pre-designed messages used in marketing campaigns to engage with customers.
You can view the campaign template sent messages in the help desk.
Send template in closed tickets:
Sending a template in closed tickets refers to using a predefined message or response template in resolved or closed tickets.
This feature allows agents to continue conversations or offers for purchase by sending predefined template messages in closed tickets.
To send a template, use the "Send Template" button in closed chats.
Change the default template in WhatsApp templates by clicking on the three dots and setting it as default.
Conversation window:
Conversation window time refers to the time frame within which an agent or staff can send messages or reply to a particular ticket.
Each channel has different timings for responding to tickets, which can be viewed in the message console.
It specifies how many days an agent has to respond to a particular ticket.
Message failure:
Message failure in a help desk occurs when a message sent by an agent or staff fails to be delivered or processed successfully.
Failed messages are indicated by an "i" icon in red, accompanied by a reason for the failure.
FAQs
1) What happens if I unpin a ticket?
Unpinning a ticket removes its priority status, allowing it to be sorted back into the regular queue based on other criteria.
2) How can I change the assigned agent or staff for a ticket?
You can change the assigned agent or staff for a ticket by using the "Select Staff" option and choosing the desired staff member or team.
3) Can I customise the snooze period for tickets?
Yes, you can customise the snooze period for tickets in the help desk. Click on the snooze icon to set a snooze period that meets your specific needs.
4) Is there a limit to the number of labels I can add to a ticket?
There is no limit to the number of labels you can add to a ticket in the helpdesk. You can add as many labels as necessary for organisation and tracking.
5) Can I change the ticket ID format?
No, you can't change or customise the ticket ID format. The ticket ID format is typically a unique identifier starting with "#".
For further assistance or to raise feature requests related to helpdesk window, please contact [email protected]