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.
jpeg doc rar PNG
jpg docx mov JPEG
png xls mp4 pdf
gif xlsx avi gzip
bmp zip flv MOV
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.
jpeg doc rar PNG
jpg docx mov JPEG
png xls mp4 pdf
gif xlsx avi gzip
bmp zip flv MOV
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:
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:
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
For Mac
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