Deskero

 

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Administrators can easily set up Deskero Support portal. This guide walks you through configuring your support portal with basic customization, multiple agent groups, basic assignment rules and default SLA.
 
Adding Agents and Administrators
Agents are the people in charge of taking care of your customers: the guys and girls who will receive tickets and answer them. Administrators can add Agents, define permission levels, and organize them into groups.

 
Administrators configure the support portal by setting up Service levels, Organize support teams, and manage the Support Center. 
 
 
How do I invite agents?
Note: The number of agent seats available in your account is shown on the top. You can add seats by navigating to Settings → Account → Subscription plan.
 
To invite agents,​
  1. Navigate to Settings → Agents → Invite a new agent
  1. Enter agent’s name under Agent full name and email address under Agent email to send them an invitation.

  1. Check “With admin permission” if you want to grant administrative privileges.
  1. Click “+” to add more agents and click Confirm.
  1. Agents will be notified and sent a SignUp link to register an account.
  1. The agent’s account will be created once they confirm the registration and click on sign up.
                  Tip: Check Invite as an internal agent if you want them to add as an internal agent.
 
Agent Groups
Agents are organized into Groups and these groups can be used to incorporate Service Levels and Assignment rules for multiple Agents at once.
For example, you want your Accounts staff to handle all queries related to Billing and Account setup. You will create a Group called “Accounts”. You can have a setup where all tickets created and categorized under “billing” or contain the keywords like “subscriptions” or “account creation” will be designated to the entire billing Group. See Creating agent groups.
 
In this example, we create 2 Agent Groups


 
 
Brand your Support portal
Branding your support portal with your company Logo and Favicon and changing colorset is simple and easy: with a customized design you can give to your Helpdesk the same look of your own website. 
To customize your support portal, login to your Deskero dashboard and navigate to Settings → Public Portal → Branding
 
Uploading Logos
Deskero allows you to upload logo for your Customer portal (frontend of the helpdesk), Dashboard and set a favicon.
  1. Logo of the support portal: This is for your main website’s logo. Drag and drop your logo on to the drop zone or click on the blue button to upload using the Open dialogue box
  1. Your logo: This shows up on your Support portal’s home (front end)

  1. Favicon: Drag your favicon on to the upload section as shown in the screenshot. It shows up in address bar
Customizing Look & Feel
  1. Choose from the seven colors we offer and give your helpdesk the look that better suits your style
  1. Click Confirm to save the configuration
 
Ticket Categorization
 
Deskero categorizes each and every ticket based on Ticket assignment rules and labels them with their characteristics like Query type and Priority level.

Ticket categories and other labels provide an easy way to search, and automate workflows. See Ticket Categories.
 
Support Channels
Deskero was designed to accept support by multiple channels such as Email, Chat, Facebook, and Twitter. Once added, you can track customer queries from these Channels as Tickets.
Email Channel
With this feature enabled, you can receive support requests by email. These emails will automatically be converted into Tickets. You can track them, keep an eye on their status and know how well your support staff are dealing with them.
 
This is how the email routing with Helpdesk works:
  • When a customer sends an email to your support address, that email gets converted into a ticket. 
  • If an agent updates the ticket, a notification email is sent to the customer who originally submitted the support request and he can reply it right through the inbox.
  • Customer replies and agent responses will be delivered instantly and you can keep track of them in your Support portal.
 
Conversation between the customer and the agent continues until the issue is resolved or marked as closed.
 
You can configure your support address like - support@example.com to receive customer requests. Emails received at this address become tickets.
 
Emails can be imported using IMAP/POP3 or Email Forwarding. See all your options for importing emails:
 
In this setup we will create one support addresses with 3 different importing rules:
 

Email addresses

Keywords

Agent Group

Ticket area



 

support@example.com

 

Customer Champs

General

account setup, refund, cancel

Accounts

Billing

urgent, bug, problem

Customer Champs

Technical

     
 
Chat
Deskero’s integrated Chat system allows your clients to approach your agents directly and get a quick solution for their problems. With the live chat option you can also ping a visitor/user while they are on your website and start a conversation to help them. See Enable Live Chat for your Support Portal to learn how to enable Live Chat.
 
Using Chat as an Agent
Deskero routes chats to agents on Round-Robin basis. With this routing enabled, a popup appears in the Dashboard where they can respond to the chat. 

 
You can configure Deskero to route chats toward certain Agents based on agent’s language. See Chat Permissions
 
Twitter Channel
Twitter can be configured as a support channel in order to convert Customer Tweets and Direct messages into tickets.
Customer Tweets/Direct Messages and Agent Tweets/Direct messages are included in the Ticket History so Agents can better understand the full context of an issue. This gives Agents the ability to track all incoming and outgoing Tweets directly from the Dashboard. See Connecting your Facebook account to Deskero.
 
Facebook Channel
Wall Posts and Private messages can be imported to Deskero. This gives agents the ability to respond to any post or message and the same can be tracked via Dashboard. See Connecting your Facebook account to Deskero.
 
Notifications: Set Real-Time Alerts
Email Notifications let you know when there is a new ticket or if a ticket is updated. You can configure custom notifications as opposed to Automated Acknowledgements which are enabled by default.
Email notifications at Deskero are enabled by default and can be customized to fit your needs or create new ones. See Email Notifications.
 
You can also set up service levels so as to notify specific agent groups upon Missed target levels.
 
Assignment rules
Assignment rules help you automate your workflow. You get to set rules and workflows for support requests coming into your support portal and Deskero handles the rest. By default, Deskero activates Basic: automatic assignment. The basic rule assigns tickets to agents on Round-Robin basis.
 
Take a look at this article for information on how to define custom rules.
 
Service levels
Administrators can set SLA policies for the time within which agents should respond to, and resolve tickets based on ticket priorities, and set up automatic escalation rules to notify specific agents about SLA violations. Please take a look at our support article for more information on SLA Policies
 
For this setup, we won’t be adding any additional service levels because there is already a default policy for you. 
 
Scenarios
Scenarios helps you perform certain marketing and sales actions based on criteria that you specify. They run on the basis of events that take place during support ticketing process
For this setup, we will create one scenario.
 
Reopen Closed Cases: This Scenario will set the status of a Ticket back to Open if a customer responds. The Ticket will then go back into the Agent’s Queue so they know that the customer has more questions. See Reopen closed tickets   
 
Voila! You made it through the single team configuration! Now you can start helping your customers.
 
For information on how to brand your support portal, see Branding your support portal.