Getting Started

147 Views How do I setup a Single Team

Deskero helps you manage and organize your support Team using the centralized dashboard.  This tutorial walks you through how to configure Deskero for a single team. 
Managing Your Support Team
Agents are the people in charge of taking care of your customers: the guys and girls who will receive tickets and answer them. For single team setup, the permission levels are for Agent and Administrator.
Agents run your support desk’s everyday activities such as responding to tickets, answering chat queries and monitoring social media activity. Administrators configure your Deskero support portal by setting up Service levels, Assigning tickets, and manage the Support Center.
 
  • To learn more about Agent privileges, see Roles.
 
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 this setup, we will be adding just one group, i.e., “Technical support” to handle all queries related to Bugs and Technical questions. You can add selected staff members as group agents and leave the others alone. See Creating agent groups.
 
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 categorize, search, and automate workflows. See Ticket Categories.
 
For this setup,
  • Create two Groups to categorize tickets related to different platforms, a) Desktop and b)Mobile
  • Create two Areas to classify tickets - General, Issues and Feature requests
  • Create four Types. For example, a) Incident, b) request, c) task, and d) feedback
 
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.
 

Email addresses

Keywords

Agent Group

Ticket area

 

support@example.com

 

Ebe Buzzi

(individual agent)

General

urgent, bug, problem

Technical

Technical

sales@example.com

 

Nicolò Canal

(individual agent)

Sales

 
Emails can be imported using IMAP/POP3 or Email Forwarding. See all your options for importing emails:
 
 
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 Configuring Twitter as a Channel.
 
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.
Tip
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.
 
Scenarios: 
Scenarios help 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
 
Assignment Notification: This will send an email alert to Supervisor when an Agent assigns a ticket to another. See Sending an autoresponder.
 
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. 
Please take a look at this article for directions on how to reopen closed tickets.  
 
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. 
 
Take a look at this article for directions on how to configure 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. 
 
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.