Introduction
Qiscus’s Helpdesk feature will help to track, prioritize and resolve customer problems with the ticketing management system. Complex problem arises which requires special handling that have been reported by customers will be converted into Tickets in the Helpdesk tool and will be carried on by the internal team to resolve. It can also helps you to record and track the Ticket status progress updates.
Some of the advantages of Helpdesk:
- Easy to use
- Directly integrated with Qiscus Omnichannel Chat and your incoming mail
- Assignment of the Ticket to the right agent/internal team members
- Internal communication and coordination on each Ticket
- Ticketing Analytics to understand SLA fulfillment
There are 5 main menu in the Helpdesk system:
- Tickets (Ticket Management)
The Ticket menu in Qiscus Helpdesk simplifies the support process by allowing teams to handle tickets efficiently. This system speeds up response times, ensuring issues are quickly addressed. Team productivity is also enhanced through more structured ticket management, better internal communication, and easy access to important ticket information.
- Contacts
The Contacts page in Qiscus Helpdesk provides management of customer and organizational data. For Customer Management, this page serves as a customer directory where admins can create and add new customers to an organization. In terms of Organization Management, it allows for the creation and updating of organization details, as well as monitoring the organization's support ticket history.
- Analytics
Analytics in Helpdesk provide a deep understanding of the overall performance of the ticketing system. There are four main types of analytics:
- Overall Analytics: Offers a general overview of the ticketing system's performance.
- Agent Analytics: Focuses on the performance of individual agents or teams, helping to evaluate their productivity and efficiency.
- Tag & Priority Analytics: Provides insights based on the categorization and prioritization of tickets, helping to identify common issues and urgent matters.
- Custom Analytics: Allows users to create tailored reports and dashboards that meet their specific business needs, offering the flexibility to highlight certain critical aspects.
- Omnichannel Chat Integration
Qiscus Omnichannel Chat integrates messaging services such as Facebook Messenger, Line, WhatsApp, Telegram, Instagram Direct Message, and Qiscus’s chat widget, consolidating all incoming messages in one place for quick responses. It also enables the creation of tickets from customer chats. These tickets are then managed through Qiscus Helpdesk, which supports efficient internal team collaboration for resolving complex issues.
- Settings
The settings menu in Helpdesk allows you to efficiently manage various aspects of your ticketing system. It provides tools for updating personal information, securing accounts, and managing users. You can customize helpdesk settings to match your company’s branding and control user access. The menu also enables the management of incoming tickets, creation and use of tags for better categorization, addition of custom fields, and setup of reply templates for quick responses. Additionally, you can configure email integration, manage API tokens, and set up webhooks for real-time updates.