1.Inbox
Vision Helpdesk offers unified inbox in which all the Incidents are listed at one place. Incidents received under inbox can originate from multiple channels eg. Social media, Client portal, Emails, Phone calls etc. Under Inbox you can easily distinguish the channels of the Incident.
1.1. New Incident creation Process:
The staff can add a New Incident from the “+” icon on the top right hand corner of the page.
Department: Here you choose the department in which the Incident is created.
Channels : While creating a new Incident, staff get an option to select the channels through which you have received the client query. Channels helps to filter out the Incidents based on the medium of their origin.
These channels helps your client to connect to your support through various mediums like social media, chats, phone calls, email.
You can enable or disable these channels from Admin setting >> Incident management >> channels
For configuring Channels refer to the admin settings.
Staff can create two types of a Incidents using the New Incident option.
Internal Incident : Internal Incidents can be created for internal team/ staff. Internal incident does not have any customer linked to it.
External Incident : Your staff can create Incident on behalf of a client or drop an email to the client.
You have to select the “As client” option, if you want to create the incident on the client’s behalf.
Following are the fields that need to be filled after selecting the channel and department.
To: Here you can add the email address of the client.
Note: The Category, Subcategory, and Item would be dependent fields.
For eg: Regular server maintenance notification to the clients through emails.
1.2. Filters
Vision Helpdesk allows to organize the client queries into various filters. These filters helps to crunch down Incidents into various segments. We have offered the default filters from where you can view all the Incidents, New Incidents, open Incidents, Drafted Incidents etc.
When
a spam email comes into a system, we have some rules by which you can
filter it automatically and put it into Spam folder. Also, removing
this Incidents from Helpdesk is a hassel free job, just move the
Incidents into trash and delete it from there.
All
the Incidents can be further categorized and mapped to other
segments. These segments can be internal departments, different
geography, branches products etc.
There are some custom filters which can be added into the system for additional segmentation.
On the right side in the Incident listing board (Inbox) >> Click on Filter Icon >>> Add the required filters >>> Click on Apply filter.
These custom filters would be visible into Custom filter list as well as under default filter list. Hence, you can create custom filters for specific client, organization, Incident status specific etc.
Here, you can classify the Incidents into various departments and further into status.
For example : Businesses having internal departments such as Sales, support, HR or With different geography/branches can be added into Helpdesk.
Go to admin setting >> Incidents >> Domain
Further email can be mapped to these departments such as sales department can have specific email address so whenever client submits the Incident to sales email address it get automatically mapped to Sales Department.
Go to admin setting >> Incidents >> Department
Go to admin setting >> Email queue >> Add email and select the department.
Go to admin setting >> Incidents >> Incident status
To put it into nutshell, These internal segmentation is totally customizable. If you want department should be visible on a client portal set the access to public. Staff can also create private departments which only staff can view. Also, Status of an Incident can vary from department to department.
1.3. Segmentation using Labels:
If you do not want to add some internal departments, we have label option available which helps you to divide the Incidents based on various labels.
To add Label view on Inbox :
Go to admin setting >> Manage portal >> Select the left panel view to “Labels”
To add the labels under Inbox, Go to admin setting >> Module Properties >> Label
These labels can be applied on a Incident using mass operations and also you can apply labels while working on a Incident.
For eg: When a Incident comes in a system and your staff started working on the Incident, if they want to add label such as important, urgent, Awaiting etc from label option. Once staff add the label on left panel, you would be able to see the count of Incidents with that specific label.
1.4. Incident View
Views can be set to select the required data fields on Incident listing board. Vision Helpdesk allows you to see the default view with some fixed fields such as Incident hash, subject, department, email, priority etc. These default views are not customizable.
To add view : Login to manage portal >> Inbox >> View >> Add new a view.
You can restrict your staff members to set up their personalize view.
Go to admin setting >> Users >> Role >> un-check manage view option.
Staff members can create views as per their requirements, for example: support team will have different view than the Sales team. All this views are listed under View management option from where you can check all the custom views.
To view the list : Go to Profile >> Views
Staff can manage these view list. If you do not want particular view to use, you can disable or delete it permanently.
To Disable the View :
Go to profile >> select view management >> click the view which you want to disable from the list >> disable the status
Staff can also delete the view which they do not want to use.
Go to profile >> select view management >> click on the Delete icon on right most corner of the view which you want to delete.
1.5. Schedule Incident
Scheduling an Incident helps to automatically send a Incident from Helpdesk at a defined time to the clients as well as for a staff. It helps to send a email without getting logged in into the Helpdesk.
Above all, this feature can be used when you want to notify clients or staff about certain recurring activity which takes place at regular intervals. For eg: When you want to notify clients regarding monthly server maintenance activity, you can set a monthly schedule for a Incident.
Add the recipient email address under to field while creating External Incident. Staff can set a schedule while creating New Incident. Existing Incidents can not be scheduled. Also, the existing scheduled Incident can be modified.
How
to Schedule a Incident :
Login to manage portal >> Create a new Incident >> Check the schedule Incident option >> Set the schedule ( Once, daily, weekly, monthly)
Internal Incident Scheduling : When you want to set recurring Incident for staff, you can create an internal Incident and add the schedule for a department. If you want to schedule a Incident for a specific staff member then Assign a Incident to that staff person.
This Incident will be automatically sent from Helpdesk to registered email address of a staff to whom scheduled Incident is assigned, also this Incident will appear as a new Incident under respective department.
Note : If any workflow is set for New Incident that will be applied on scheduled Incident also Default SLA will be applicable to the scheduled Incident with Response “Undue” and Resolution time.
External Incident Scheduling : Staff can schedule a Incident for clients using a schedule Incident option. This can be used when you want your client to be notified regarding recurring activity at regular intervals. For eg: Every week you want to notify your client regarding server maintenance activity. In such cases, you can schedule a recurring Incident with duration “Weekly” and the duration i.e start date and end date.
This Incident will be sent to client automatically at defined time period and it will have default workflow rules applied over it. When client reply to a scheduled Incident, it is treated as a general Incident into the system which has been created by clients.
Note :If you have set workflow rule to apply automatically over new Incident such as apply SLA that will get applied over scheduled Incident. Refer admin setting >> Workflow section.
Moreover, Scheduled Incidents will appear under Incident list after it gets triggered from the system and it will be treated as a new Incident into the system. It will be distinguished from other Incidents by “Clock” icon on Incident list.
1.6. Mass Operations
Our Mass operations is made to save your time, so on one click you would be able to perform various operations on a Incident. For eg : You can select multiple Incident and assign it to yourself or respective staff user, also you can move the department of Incidents and modify the Incident properties by one click. You can also delete Incident, ban a user also mark as spam to the select Incidents.
There
are various operations which you can perform on a Incidents:
You can select the multiple Incident and move Incidents to trash at same time. From trash you can either delete the Incidents also if you want to restore the trashed Incidents you can do it.
Once you delete the trashed Incidents, it gets deleted permanently from the system.
You can merge multiple Incidents into one. For eg: When you receive multiple Incidents from one client and you want to give common reply or you want to answer client in one Incident, you can use merge Incident option.
Once you merge the Incidents, multiple Incidents will get clubbed into one. You can select whether you want Incidents notes, comments, any invoice to be merged into one Incident.
Merge Incidents would add clients email into recipient field multiple times. To avoid these you can change the setting into Admin setting >> Module >> Incident >> Add merged Incidents email as recipients to “No”.
Once you make the setting, whenever you merge the Incidents, under recipient you would see only one client email address.
Note : Once Incident has been merged it can not be un-merged.
Link Incident helps to define a relationship between two Incidents. For eg: When you receive Two Incidents from client and both are dependent on one another, in such case you can link a Incident. Once Incident has been linked under Incident property you can check link Tab.
Note : Once Incidents are linked, it can be un-linked.
You can give a common reply to multiple Incident on a single click using Mass reply option. Select the Incidents and send the reply. When you mass reply to multiple clients, your client won't be able to see details of other clients. Mass reply goes as a individual reply.
1.7. Search through various modules
Searching through a various modules in a vision helpdesk is a easy job. You can search using specific keyword, Incident ID, message body, subject, client email, name, organization etc.
In
Vision there are two options available for a search :
Quick Search : This options allows you to quickly search through available modules.
Quick search option is located on top menu bar. To search using Quick search you have to type a keyword under text area and press enter. You would get option to search through listed module. For eg: If you want to search a particular Incident with Incident id is VHD-12453. Add the Incident id under quick search box and press enter. Then select the Incident module from the listed module.
Particular Incident would appear as a search result.
Advance search :
In Quick search you can search through some specific modules but to have a customize search you can go for Advance search option.
To open Advance search option :
Login to manage portal >> Go to Inbox >> Incident listing board >>on right side of Incident listing board click on “+” icon >> Select Advance search.
Under advance search you can add the criteria on which you want to search through the system. For eg: If you want to search a Incident with message body then under criteria select the Message body contains “Some keywords” and search it.
Advance search also allows you to search through spammed, trashed Incidents and save this search as a filter. This filters would be saved as custom filters and would be visible on left side panel under default filters list.
Advance search has match “And” “Or” conditions to add multiple criteria.
1.8. Incident Overview
When you open a Incident, on top you would see the details of the Client who has submitted the Incident. Also the SLA plan for a new Incidents would be applied over it. (For SLA refer : Admin setting >> SLA)
If you want to modify the Incident details such as moving the Incident to another department after reading the client's query or you may want to re-assign the Incident to staff members or change any other Incident properties, then you can make the necessary changes under Incident details.
For example : if you want to set Incident Hash as sequential with your company name prefix and sequential number so that whenever Incident comes into system it has Incident hash generated sequentially as “ABC-001” and so on.
To set the Incident hash : Go to admin setting >> Module >> Incident >> Incident Hash generation >> make it Sequential >> Prefix and number
If agent wants to reply with a complete trail of communication to client then “Reply with quote” option can be used. Incident post >> Right side of Incident post >> Reply with quote.
Reply all : If multiple recipients are added under Incident then Reply all option can be used.
Forward Incident : Incident can be forwarded to any third party emailing tool.
Split
Incident :
Splitting a Incident would help agent when client has added multiple
queries in one Incident which could be handled by different staff
persons or different departments.
Note : Split Incident must have have at least 2 Incidents post
In such a case, agent can split a Incident into a New Incident or into existing Incident.
Notes
on a Incident : Agents
can add important details using related to client query over a
Incident using Notes. So whenever any other agent opens the same
Incident, he would see Notes with details added over it. This would
help agents to work on a Incident without any confusion. You can also
attach media files with the Notes.
Note :Notes added over a Incident can not be seen by clients. This is used by internal agents
For eg: While working on a Incident, agent waiting for client reply regarding some information so he can add the note over a Incident.
For
eg: When you have given discount for your specific client, you can
mention in the note. So whenever client will submit a query you would
be able to refer the client notes on each Incidents.
Comments
on a Incident : Incident
comments are the communication between the agents working for a
Incident.
For example : There are multiple agents working on a single Incident, each agent has set of responsibilities to be done to resolve client query. In such case, Agents can the comments over a Incident.
Note : comments added over a Incident can not be seen by clients. This is used by internal agents.
Clone a Incident : Agents would be able to clone a Incident. Cloned Incident will have different Incident hash but all the properties and content of Incident will get cloned into new Incident. This can be used when different departments are going to work on the same Incident.
Export
Incident to a PDF :
Agents can export a client Incident into PDF format with all the
Incident details and conversation.
Request
a approvals : Agents
can send approval request to their higher authority and also, They
can take the approval from clients over a Incident.
When clicked on Request a approval, agent would be able to select from whom he wants approval i.e from a team or a specific staff member.
If you want to take approval from staff member/client who is not the Helpdesk user then first you have to add that staff/client as a client into Helpdesk. While sending the approval request add the staff/client email address and request a approval.
Staff/Client will receive a link of a Incident on their email address and to approve a Incident they need to click on the link. Once link is clicked staff/Client will be redirected to the client portal where he can view the Incident for approval.
When
staff send approval request on a Incident Incident, he view the
status of request under Approval tab with following statuses :
Approval Status :
Symptoms : Agents can add the symptoms related to the client query over a Incident. If same client query re-occurs then staff can check the symptoms issue and give the reply to the client accordingly.
1.9. Agent collision avoidance
Agent collision detection alerts your agents when another agent is operating and possibly resolving the same Incident. The most important advantage that a collision avoidance system will bring to the table is an enhanced sense of delivering services and keeps them on the same page.
When other agent will land on the same Incident a lock icon will be displayed on that Incident, that will make them to recognize the Incident is under operation or not. It can substantially increase the efficiency of operation performed by the agents as well as prevent the client from the consequences of being getting confused from the multiple replies of the agents.
1.10. Time Tracking
Time is precious. Make sure you spend it in the right direction.
Time tracking feature can be used if you want to track the time spent by your agents to resolve client issues. We offer two kind of time tracking. “Start timer” and “Add Time tracked”.
When you add a time tracking entry you would be able to see the time tracking records under time tracking tab over a Incident.
2. SLA Management
Under SLA (Service Level Agreement) you have an agreement with your clients to provide the service within certain duration, Also you can fix the time for your staff to provide initial response and then resolve or provide solutions to clients.
SLA has “Response time” in which your staff will give the first reply to your clients and “Resolution time” in which your staff will provide your clients complete resolution. Hence, SLA helps you for better customer service by providing timely response and It allows you to keep the track of the response time and resolution time for a Incident.
SLA can be applied over a Incident using workflow rules. The SLA would get applied over an Incident automatically based on event and criteria you have defined under workflow.
An SLA can be set under Admin setting >> Automation >> SLA
The staff can override the default SLA over a Incident listing and Individual Incident from mass operations. Agents can also pause the SLA when they are awaiting for the client reply. Hence, SLA feature would ensure that the response and resolution of client issues is within the defined SLA time.