Actions

Replying to Tickets

Messages sent by your customers wait to be answered by your assigned user after they are created as a ticket on the Desk360 platform. Your user can view the content of unresolved tickets for the product he/she is responsible for by logging into the Desk360 platform with his/her email address. After finding a solution to the customer message, the user clicks on the ticket and writes the necessary response in the message field.

Replying to Tickets with Attachments

While the user responds to a ticket for the product he/she is responsible for, he/she can also play an effective role in solving the customer's problem by adding media or files other than just text.

Desk360 allows you to respond to and guide your user with add-on files.

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You can use the file formats listed above. The maximum size of files to be added is 5120MB.

Replying to Tickets with the Quick Response Feature

Messages sent by your customers wait to be answered by your assigned user after they are generated as tickets on the Desk360 platform. If your customers are constantly asking for support on certain issues, you can prepare quick responses for such requests.

You can review the steps on Ready Answers to create a quick response.

Thanks to quick responses:

  • Respond to your customers' tickets as soon as possible.

  • Enable your users to manage time more efficiently.

  • Resolve more customer requests over a certain period of time.

Ticket Status Update

After the user has found a solution to the message from the customer, the user clicks on the ticket and writes the necessary response in the message field. If the problem is resolved, after selecting the ticket subject, the user can set the ticket's status to Resolved and end the process. If the problem has not yet been resolved, after selecting the ticket subject, the user can set the ticket status to Waiting and update the ticket status.

Adding a Special Note to a Ticket

The user, who deals with the ticket registered on the Desk360 platform, can add important details about the request directly in the ticket as a special note in order not to be overlooked by another agent or supervisor.

The note attached to the ticket can only be viewed by users on the Desk360 platform, the customer cannot view this note.

A file attachment can also be used with the adding note feature.

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Custom note editing is supported by the above file formats. These files should have a maximum size of 5120MB.

Ticket History Log

After messages sent by your customers are turned into a ticket on the Desk360 platform, they wait to be answered by the assigned user. While users are dealing with any ticket, they can view all actions made on the relevant request thanks to the Ticket History Log action.

Callbacks on Tickets

After messages sent by your customers are generated as a ticket on the Desk360 platform, they wait to be answered by the assigned user. The user, who will take care of the ticket, can instantly query the detailed information about the ticket owner through callbacks. On the Desk360 platform, the need for use of callbacks may vary depending on the purpose you define. For more information about Callback, see Callback Function.

For example, you can:

  • instantly check the subscription plan of your customers

  • find out which device or version customers use

  • find solutions to all tickets

based on this information.

Smart Plugs on Tickets

By enabling Desk360’s Smart Plugs feature, you can view more in-depth data on your customers under Smart Plugs on the Tickets page and give them more flexible support. This can be very beneficial for analyzing customer behavior and streamlining support processes.

Every customer message turns into a support request on the Desk360 platform and waits for a customer support agent’s attention. With the Smart Plugs feature, agents who are assigned to customer messages can view customer data such as country of residence, phone number, device information, subscription type, and the total number of support requests with a single click.

You decide what customer information is displayed on the Desk360 panel, without any constraints or restrictions.

How to integrate Smart Plugs

  • Select the product you want to enable Smart Plugs for from the Products and Channels page, and click on Web Contact Us heading.

  • Copy the ready-to-use snippet.

  • Add the additional information you’d like to get from your customers as a Settings parameter in the code you just copied. Note that these parameters must be transmitted as a JSON object.

  • After adding your parameters, paste the snippet into your HTML file.

  • Congratulations! You’ve successfully integrated Smart Plugs.

Creating a Trello Card with a Ticket

Often times, a ticket may need to be directed to a developer team in order to be resolved. In this case, with the Trello action in the relevant ticket, this request can be automatically turned into a card to be created on the Trello board.

To save tickets as Trello cards:

Title

Action

Choose Board

Choose which Trello board to use.

Card Name

Enter a title for the card to be created on the Trello board.

Description

Enter the necessary details for the card to be created on the Trello board.

Choose Position

Select the location where you want to display the card to be created on the board.

Add an Attachment

Upload the files you want to add to the card details.

After completing these steps, you can add the request to the job list on your Trello board by clicking Add to Trello.

Creating a JIRA task with a Ticket

Often times, a ticket may need to be directed to a developer team in order to be resolved. In this case, with the JIRA action in the relevant ticket, this request can be automatically turned into a task to be created on the JIRA board.

To turn tickets into a topic on the JIRA board:

Title

Action

Project

Choose which product you will open a job for.

Summary

Enter a title for the task that will be created on the JIRA board

Subject

Select the subject type for the task to be created on the JIRA board.

Description

Enter the necessary details for the task to be created on the JIRA board.

Priority

Prioritize the task that will be created on the JIRA dashboard.

Labels

Group the task to be created on the JIRA dashboard with the help of labels.

Attachment

Upload the files that you want to add to the task detail.

Assignee

Select the person who will develop for the task that will be created in Jira.

After completing these steps, you can add the request to the job list in your JIRA board by clicking the Add.

Using Keyboard Shortcuts in Responding to Tickets

You can use a number of shortcuts to take a quick action when replying to user messages that fall into the Tickets tab. Here are the list of shortcuts:

For Windows

Title

Keyboard Shortcut

Send message

Ctrl + Alt + Enter

Change to resolved status

Ctrl + Alt + R

Change to pending status

Ctrl + Alt + W

Assign the task to yourself

Ctrl + Alt + X

Open a task assignment window

Ctrl + Alt + Y

Create new task

Ctrl + Alt + C

Open the task topic list

Ctrl + Alt + T

Create private note

Ctrl + Alt + N

Make common reply

Ctrl + Alt + P

Open ready-made replies

Ctrl + Alt + M

Switch to next task

Ctrl + Alt + ↓

For Mac

Title

Keyboard Shortcut

Send message

Kntrl + Alt + Enter

Change to resolved status

Kntrl + Alt + R

Change to pending status

Kntrl + Alt + W

Assign the task to yourself

Kntrl + Alt + X

Open a task assignment window

Kntrl + Alt + Y

Create new task

Kntrl + Alt + C

Open the task topic list

Kntrl + Alt + T

Create private note

Kntrl + Alt + N

Make common reply

Kntrl + Alt + P

Open ready-made replies

Kntrl + Alt + M

Switch to next task

Kntrl + Alt + ↓