Desk.Com Training Module

DeskWhat is Desk.com?

Desk.com is a Customer support application. It connects customer to agents of a company with e-mail, phone calls, and social channels like Facebook and Twitter.Desk.com provides cloud based customer support for small to medium sized companies. Benefits of cloud based service is that you can access it anywhere if you have an internet connection and smart multimedia device like Smartphones, Tablets etc.Desk.com manages customer queries and their feedback in a very efficient way. Customer can call, send emails or can post on Facebook or Twitter for asking their queries.Lets begin with the features and setting up the Desk.com for particular purposes.

Desk.com is divided into two parts:

  1. Agent Desktop.
  2. Admin Panel.

Agent DesktopAgent Desktop:

Lets begin with Agent Desktop

There are two types of Agent Desktop namely:

  • Classic Agent.
  • Next Gen Agent.

classic agetClassic Agent:

Gives you robust view to handle all your customers in one place across email and social channels.

Desk.com_Classic_Agent

Classic Agent

next gen agentNext Gen Agent:

Next Gen Agent is an little advanced interface for Agents, it gives you lightning experience interface.

Desk.com_Next_gen_Agent

Next Gen Agent

admin pannelAdmin Panel:

This panel is for Admins who can setup & Configure for your company’s specific needs.

There are different tabs on Admin panel for setting & configuration:

  • Dashboard
  • Team
  • Channels
  • Cases
  • Content
  • Apps

dashboardDashboard:

You can use “Dashboard” tab to view reports, widgets & filtering option is also available for viewing different cases, agents, groups, macros applied etc.

Admin_Panel-_Dashboard

Admin Panel Dashboard

teamTeam:

You can use “Team” tab to add new users and groups.

Team_Tab

Team Tab

For Creating a New User > Click on > Add user and Fill the details and also you can assign that user to a particular group and can give that user a particular level of access:

Adding_New_User

Add New User

For Creating a New Group > Click on Groups > Add Group > Fill the details and also you can add the already existing user to that particular group.

Adding_New_Group

Add New Group

channelChannels:

You can set up your Mailboxes(Inbound and Outbound) by clicking on Email > Inbound Mail > Add Mailbox  and for Outbound > Click on Outbound Mailboxes and fill the details..

For Inbound Mailbox:

Channels__Mailboxes

Inbound Mailbox

For Outbound Mailboxes:

Channel_outbound_Mailboxes

Outbound Mailbox

You can also Enable Phone Calls:

Click on Phone and Enable “Phone Calls Enabled”

Channel-Phone

Enable Phone Call

Add your Twitter Account:

Click on Twitter and Add Twitter account

Channel_Twitter

Fill your Twitter’s Username and Password:

TwitterUP
Add your Facebook’s Account:

Click on Facebook

Facebook

You can set web themes for your support center by Clicking on Channels tab > Support center > Web Themes > Add Theme.You can add header image, Header background color, text color and context color etc.

Adding Header Image and Favicon(Favorite icon):

Web_Theme_Support_center

Styling your Web:

Styling
After applying style our Support center looks like this:

My_styled_Support_Center

You can set your Content in following manner:

Setting Company Name:

Content1
Setting Contact Details and Footer:

Content2

After editing content Your Support center will look like this (You can view your support center by clicking on “Preview” button):

Support2

You can also add custom css in “Toggle Sample CSS”.

case iconCases:

On cases tab you can do following things:

  • Filters
  • Labels
  • Macros
  • Rules
  • Cases
  • Customers
  • Companies
  • Agents
  • Integration URLs
  • Notifications
  • Customer Satisfaction

filter_dataFilters:

You can add filters to filter the cases based on criterias like Resolved, Unresolved cases, Unassigned cases,recently updated or all cases etc.You can create filters in following manner:

Go on Admin panel > Click on “Cases” tab > Click on “Filters” and then click “Add Filter” and fill all the information like Conditions and Permissions etc.

Filters

labelLabels:

You can create labels to categorize cases, organize macro shortcuts into folders, and to trigger business rules.

Macro-iconMacros:

Macros are workflows that perform multiple actions with one click.To create a Macros > Go to Admin panel > Click on Cases tab > Click on Macros > “ Add Macros”.

Macros

ruleRules:

Rules are Configurable actions that helps automate workflows.You can specify various conditions in rules which when evaluated to be true, executes the specified action.

Rules

There are several types of Rules:

  • Inbound Interaction.
  • Outbound Interaction.
  • Case Created.
  • Case Opened.
  • Case Reopened.
  • Case Updated.
  • Case Pending.
  • Case Resolved.
  • Case Closed.
  • Time Rule.

case iconCases:

You can add Custom Fields on Cases > Click on Cases tab > Click in “Cases” in Left side panel > Click “Add custom field”.You can set Forward(These themes are used when a case is forwarded via email) and Case(Customize our theme, or create your own, to change the layout of your case fields) Themes.

customer1Customers:

You can add Custom Field on Customers records for storing additional information about you customers.You can set Theme for Customer layout.

companyCompanies:

You add Custom Fields on Companies records.You can add Theme for Company layout.You can Blacklist Domains. Domains added to the Blacklist are ignored when auto-creating companies from incoming interactions.

agntAgents:

You can set all the setup configurations for agents.Go to Admin Panel > Click on Cases tab > Click on Agents and then set as per need.

AgentsSettings

integrationIntegration  URLs:

You can pass integration URL in which you can pass information about any case or customer to backend.

contentContent:

On this tab you can add Articles, Questions, Topics and Snippets.

appApps:

You can install application to add some extra functionality to Desk.com


Author: AJ

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