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Adam Fadah (adfa)

There are many options and features for configuring helpdesk teams, what are the basics and how can I decide what to configure?

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Adam Fadah (adfa)
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  1. Every team can have different configurations and different access depending on their specific tasks and responsibilities:
    1. Visibility: specifies who can see this team and its tickets:
      1. Invited Internal Users: this is the most private visibility configuration and it depends on the followers of specific tickets on that team.
      2. All Internal Users: any user of the type internal user can see this team and its tickets.
      3. Invited Portal Users and all Internal Users: any user of the type internal user and portal users that are following specific tickets.
    2. Followers: if you need certain users to get notifications for all of the team’s tickets, you can add them here.
    3. Automatic Assignment: set the rules of how you would like your tickets to be assigned automatically.
    4. Channels: you can receive tickets in your team via multiple channels -in addition to creating them manually- :
      1. Email Alias.
      2. Live Chat.
    5. Help Center: you can create information hubs that help your customers by providing FAQs, Courses, Article, etc…:
      1. Website Form.
      2. Knowledge.
      3. Community Forum.
      4. eLearning.
    6. Track & Bill Time: if you require your team to track their time and possibly bill it then you can configure this setting from here.
    7. Performance: this allows you to manage the performance of the team based on set conditions like:
      1. SLA Policies.
      2. Customer Rating.
    8. Self Service: for configuring how you would like to close your tickets.
    9. After-Sales: this is the core configuration that specifies what type of activities will a specific team be allowed to perform, like:
      1. Refunds.
      2. Returns.
      3. Field Service.
      4. Coupons.
      5. Repairs.



 


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