Getting Started

152 Views How do I setup Multiple Teams

This guide walks you through configuring Deskero Support portal with different agent groups. We're using a sample setup for a business consisting of Technical Support, Sales and Billing departments. 
Setting Up 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.
 
Agents, Internal Agents and Administrators
Agents, Internal Agents and Administrators are three different roles to deal with tickets and manage Helpdesk. Administrators can add Agents and organize them into Groups. See Roles and Permissions.
 
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
  2. Enter agent’s name under Agent full name and email address under Agent email to send them an invitation
  3. Check “With admin permission” if you want to grant administrative privileges
  4. Click “+” to add more agents and click Confirm
  5. Agents will be notified and sent a signup link to register an account
  6. Agent’s account will be created once they confirm the registration and click on sign up.
           Check Invite as an internal agent if you want to add internal agents.
 
Add Administrators
Administrators manage Support portals and supervise agents. They have privileges to manage and customize the Helpdesk. They can,
  • Add Agents and define their privileges
  • Create Agent Groups
  • Setup Service levels, Assignment rules and configure Scenarios
  • Customize Support portal
  • Manage the Support Center
  • Create Multi-brand portals
Add Internal Agents
An Internal agent is someone who helps agents and supervise their work. Internal agents can’t interact directly with the customers, but they have access to all the other software features.
 
For better supervision, Internal agents have access to Deskero Analytics to analyze your support portal activity and keep an eye on everything in system.
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 setup, we will be creating 3 agent groups:
 
 

Department

Agent Group

Assigned Ticket Group

Assigned Ticket Area

Assigned Ticket Type

Accounts

Accounts

Desktop

Billing

all

Sales

Customer Champs

Desktop

Sales

all

Technical

Customer Champs

All (Desktop, Mobile)

Technical, General,

incident

Product Management

Product Management

All (Desktop, Mobile)

Manually assigned

feedback

 
      
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.
 
Adding 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 the following support addresses with different 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

sales@example.com

 

Sales

Sales

info@example.com

 

All

-

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 Setting up 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
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.
 
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. See configuring Assignment rules
 
For this setup, we create 6 rules as shown in the screenshot:
 
  1. Route tickets to Accounts department by categorizing under the ticket group Desktop and the ticket area Billing
  2. Routing technical queries to Customer Champs
  3. Routing tickets matching with a custom field entry “PayPal”
  4. Route feedback and feature requests to Product Management team
    assignment-rule-2-product-management.png

 
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.
 
Here is an example:
 
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 create a scenario to send autoresponder.  
Restore Archived Tickets: Create this Scenario to restore archived tickets when there is a reply to a ticket. See Restoring archived tickets
 
Voila! You made it through the multi-team configuration! Now you can start helping your customers.