Solutions

Admin Settings - Customization

Dennis Braganza May-14th, 2020 21:42 0 0

8. Customization :

Many times you require to customize the product like adding additional fields ,creating custom forms ,adding widget etc.

So using customization you can manage the same.

1.Custom Field

There would be times when you would require additional fields to obtain more information about your client as it helps for better understanding of customer requirement.So Vision helpdesk offers you the feature - Custom fields which can be added on various forms such as Incident creation, User registration,organisation,Task to gather client data.

Vision helpdesk allows you to add different fields that can capture data in different formats.

Below are type of field you can add use custom field -

Field type

Description

Textbox

It allows short single line text

example : name of client

Textarea

It allows large multiline text

example : Address of client

Password

Texts would be in encoded format

example : ********

Checkbox (Multiple option can be selected)

You can provide a list of options to your customers to choose from.

example : Queries related to :

1. Incidents

2.Solution

3. Email queue


Radio Button (One option can be selected )

In case you want only single option to be selected.

Example : Product interested in :

1.Helpdesk

2. Satellite desk

3. Service desk

Select Box

List of options in a dropdown menu. Client can select one option.

Multiple Select Box

List of options in a dropdown menu. Client can select multiple option.

Date time

Client can select date from calendar popup.

Note

Additional comments or notes can added.



There are 4 forms where custom fields can be added -

  1. Incident creation - You can add custom fields when Incident is created either by client or by staff.Once you add custom field in Incident creation form the data entered is recorded and displayed in Incident detail area.
  2. User registration - You can add custom fields on client registration form.These fields shall be visible in client profile area.
  3. Organisation - You can add custom fields for Organisation form.These fields shall be visible in organisation area.
  4. Task - You can add custom fields under task creation.



There are 2 steps to add custom field -

  1. Create a custom Field Group .
  2. Add a Custom fields under respective custom field group.

1. Create a custom Field Group -

Below are the configuration required for same.

Title: The name or the title for the custom field group is to be specified here.

Display order: You can add the sequence in which you want to display this Custom fields group in the listing page.

Group type: You can select under which form you want to add custom fields i.e.

User registration,User Incident creation,Staff Incident creationtal, Both Incident creations, Organization , Task

Visible to: Here you can set the permission for making visible this custom field group to client, staff or both.

Language translation for the custom field group title: The localization of the languages which are enabled can be made here manually for the custom field group title in this system.

Status: It is possible to enable or disable the particular custom field group. If it is disabled then the particular custom field group will not be available to use in add custom field option.

2. Add a Custom fields

You can add custom field as per your requirement under custom field group.

Customer Satisfaction : Getting feedback of your customers help you to serve the better and also helps you to analyse your staff working.

Using Customer satisfaction you can get feedback per Incident and you can either use Incident rating option where customers can rate the Incident using smileys or by giving star rating for the Incident.

Another way is creating client feedback where you can create a form and link for that form can be sent to client,so client can fill the feedback form and just click on submit option.

Also you can check the client feedback under Reports >> Rating and survey.



Below are the ways of checking customer satisfaction -

Incident rating –

Customers can provide rating to Incident based on their experience how staff handled their queries.

There are two options for Incident rating –

  1. Star based rating – Customers can rate Incident by giving number of starts to Incident.
  2. Smiley based rating - Customers can rate Incident by smiley which help staff to know how well they handle customer request.

Client Feedback -

Customers can provide feedback to Incident based on their experience how staff handled their queries.

Title: The name or the title for the Feedback is to be specified here.

Display Order: You can add the sequence in which you want to display this Feedback group in the listing.

Group Type:

Visible to: Here you can set the permission for making visible this feedback group to client, staff ora both.

Status: It is possible to enable or disable the particular feedback group. If it is disabled then the particular feedback group will not be available to use in add custom field option.



Survey:

Surveys are open link which can be sent to your customers.

Conducting surveys is an unbiased approach to decision-making. You can collect unbiased survey data and develop sensible decisions based on analyzed results.

Say you have added a new module or a new version is released then you can create a survey and get the survey filled by your customers to know their suggestions.

You can generate reports for the surveys submitted by your clients.

Steps to add survey:

You need to first create a Survey and then add the different fields under the Survey.

  1. Domain: Select domain for which you want to add survey.
  2. Title: Title for survey
  3. Translate: In case you have multiple languages enabled then you can add translation for the survey field in different language.
  4. Display order:You can add the sequence in which you want to display this Feedback group in the listing.
  5. Status: To enable or disable the survey.

Once Survey is added, You can now proceed with adding survey field.

Survey : You can select the survey name under which you want to add the survey fields.

On left handside we have provided you with different fields which can be used to create the survey.

Below are type of field you can add for Survey-

Field type

Description

Textbox

It allows short single line text

example : name of client

Textarea

It allows large multiline text

example : Address of client

Password

Texts would be in encoded format

example : ********

Checkbox (Multiple option can be selected)

You can provide a list of options to your customers to choose from.

example : Queries related to :

1. Incidents

2.Solution

3. Email queue


Radio Button (One option can be selected )

In case you want only single option to be selected.

Example : Product interested in :

1.Helpdesk

2. Satellite desk

3. Service desk

Select Box

List of options in a dropdown menu. Client can select one option.

Multiple Select Box

List of options in a dropdown menu. Client can select multiple option.

Date time

Client can select date from calendar popup.

Note

Additional comments or notes can added.

Add :Click on add button to add the fields on the selected Survey.

Under Survey option, you will get link for Survey URL which can be added in email template and send to customers.




Report for Survey

Once your customer add surveys then you can generate report for the same.

Widget

Widget is a small script which you can integrate within your website.

Let say you want to give your customers that they can submit a Incident even from your website or refer to knowledge base articles which can be self help for them, using widget, you can have a pop up window integrated within your website where customer will have option for checking knowledge base articles and submitting Incident.

Below are the fields -

Domain: Domain for which the widget is to be added is to be selected from the drop down.

Widget color: Color in which the particular widget will appear can be selected from here.

Button name: The name for the button can be added from here.

Widget position: The position in which the widget will appear is to be selected from here.

Button type: You can select button type either rounded or square.

Feature: You can have submit Incident or solutions or both feature in widget.

Widget code: It will display the code for the widget. This code can be copied and pasted to the website where you want the widget to be displayed.

Update:

The changes can be made and can be updated from the update option.

The widget code can be selected from select code option.

Virtual Agent

A virtual agent is a chatbot that can be used to answer queries posted by the client. It’s a smart way of getting the common queries answered without involving a staff interaction.

Steps to Add a Virtual Agent

Title: Here you need to add a title for the Virtual agent.

Domain: Here you select the domain for which the Virtual agent needs to be added.

Language: Here you can select the language for the Virtual agent.

Virtual agent display text: This would be the text that will be visible by default on the Virtual agent box.

(Am I helpful?) question text: This text would be posted after providing an answer.

Welcome Message: This would be the welcome message on the virtual agent.

Closing Message: This would be the closing message for the virtual agent.

Data not found text: Enter the text that you want to display if the requested data is not found.

Virtual agent Name: Here you can add a name for the Virtual agent.

Virtual agent display image: Here you can upload the image for the virtual agent.

Position: Here you can define the position on your website, where you want the virtual agent to appear. On the Right bottom or the Left bottom of the page.

Virtual agent code: The generated code can be seen here.

Add: Click Add to save the above details and add the Virtual agent.

Steps to Add a Topic under Virtual agents

Title: Here you need to add the topic title.

Description: Here you need to add description for the topic.

Virtual Agent: Select the virtual agent name

Add: Click Add to save the above details and add the topic.



Form builder

You can create custom forms using form builder and you can integrate the link for the form in your website.

Let say you want an additional form to be added on your website say contact us form using which your clients can submit their queries from your website itself,in such case you can use our custom form option to build you own custom form which different type of fields added under it.

Add form

Title: You have to enter the title for the form you are creating.

Display title: The title you want to display on the form should be mentioned here.

Display order: The sequencing order can be mentioned here in the listing.

Form type: Here you have to select either of the options from the two types of forms available.

Email based: Here you can add the email related details to the form. The three fields in this are mandatory i.e. first name, last name and email.

Call based: Here you can add the call based details to the form. The three fields are mandatory which are first name, last name and contact number.

Enable captcha: The captcha can be added to the form by selecting yes.

Department: The department for which you want to create the form can be selected from here.

Subject: The subject for the form is mentioned here.

Script: The script for the form can be added here. It is optional for the form you are creating.

Helpdesk URL: This is the URL link which will display the form you have created.

Iframe URL: You can add this URL to any third party site. Once someone clicks on that link and submits a the form, a Incident will be created in your helpdesk portal.

Status: The status of the form you are creating can be enabled and disabled from here.

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