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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.
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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 + ↓