Process of Replying to and Closing Tickets

Create customer support tickets from telephone, e-mail, customer portal, web form, discussion forum, Twitter & Facebook. The e-mails sent to your support address are automatically converted as tickets in  Support. You can create SLAs to auto-set the ticket due dates or even setup a workflow to automate your helpdesk processes. Say, that you auto-assign a ticket to an agent when it matches a preset condition. The agent can then analyze and reply to it using default or custom e-mail templates. While replying to a ticket, an agent can as well add its solution to your knowledgebase. Customers can help themselves with these knowledgebase solutions from their web-portal. Refer to the figure below for more information.

Procedure

This section includes step-by-step instructions for tasks that you should complete before you start receiving and replying to tickets.

Adding Company Info and Uploading Logo

Personalize your  Support account. You can replace the default logo with that of your company. The logo will be visible in the support portal and in the customer facing web-portal. You can also add details regarding your company in the support portal.

To add the details and logo of your company, follow the steps given below:

1. Click Setup
2. In the Organization section, click Rebranding
3. In the Logo page, click Choose File
4. You can upload your logo by selecting the appropriate logo file.
5. Click Save.

Adding your Time zone, Country and Language

You can set the time zone, enter the country you operate in and the language you want to use in  Support. To configure these details, follow the steps given below:

1. Click Setup
2. In the Customize section, click My Information
3. In the Locale Information section, select your choice of language, country and time zone.
   
   
4. Click Save

User Types

There are three types of users in  Support. They are as follows:

• Administrators: Administrators are users who can configure and manage all the settings of the support portal.
• Agents: Agents are users who will work on tickets sent by customers. They can perform specific tasks, besides working on tickets, as allowed by an administrator.
• Contacts: Contacts are your customers. They can send tickets to receive support from the support center. They can also access your web portal.

Adding Agents

To add an agent, follow the steps given below:

1. Go to Setup >> Organization  >> Users
2. In Users page, click Add Agent 
   
3. Specify the mandatory field information of the user(as shown above).
4. Click Create New Agent button 
   
   The system sends an invitation to user's registered e-mail address following which the user has to accept the invitation and follow the steps to access  Support.

Setting Up your Email Channel

To start with,  Support creates a default support email address when you sign-up. This email address will be auto generated using your portal name .

You can share this e-mail address with your customers and, e-mails sent to it will be received as tickets in your helpdesk.

If you already have a support email address for your business (say support@zillum.com), you can write a forwarding rule and forward emails received at that address to the support address in  Support domain.

Show/Hide Tabs

Tabs represent the different modules or functions in  Support. There are about 10 modules that can be customized by the administrator. The option to organize tabs allows businesses to display only the relevant number of modules. You can also change the order of the modules by moving them up or down the list.

To Organize Tabs, do the following:

1. Log in to Support with Administrator privileges.
2. Go to  Setup >> Customize >> Tabs .
3. In the Organize Tabs page, use the horizontal arrows to select/deselect the tabs and use the vertical arrows to organize the tabs order.
4. Click Save .

Renaming Tabs

You can rename the standard tab names according to industry-specific terminologies. For instance, the “Solutions” tab can be renamed as “Knowledgebase” for an educational institution. Users with administrator privilege can change the tab names, except for Reports and Dashboards.

To rename Tabs, do the following:

1. Log in to  Support with Administrator privileges.
2. Go to  Setup > Customize > Tabs .
3. In the Rename Tabs section, click Edit for the tab name to be changed.
4. In the Change Tab Name section, specify the name in the below two New Tab Name fields.
• Provide the name in Name to be displayed in Tabs .
• Provide the name in Name to be displayed in Links/Commands .
5. Click Save .

Adding Custom Fields

You can create custom fields for each module based on your organization requirement. To create custom fields, do the following:

1. Go to  Setup >> Customize >> Fields .
2. In the Fields List page, select a module for which you need to create a custom field.
3. Click New Custom Field . 
   
   
   
4. In the Create Custom Field page (as shown above), do the following:
• Select the Field Type from the list. (Text, for example)
• Enter the field name in the Label box.
• Enter the maximum Length of the value to be entered.
• Check to show this field in the Customer Portal.
5. Click Save .

Modifying Pick Lists

To edit the default pick list values or to add new pick list values in a field, do the following:

1. Go to Setup > Customize > Fields.
2. In the Fields List page, click the Edit link to modify an existing pick list.
   The system displays the existing pick list values.
3. Perform the following actions:
• Edit the existing pick list values.
• Click Add New Values to add more pick list values.
• Select the Use Default Value check box, if required.
• Select the Sort Values alphabetically, not in the order entered check box, if required.
4. Click Save .

Mapping Dependency Fields

You can create dependencies between two fields. First, you have to create two pick list fields and then select the parent and child field to be dependent. You can then map the parent field value with the respective child field value. To map dependency fields, do the following:

1. Go to  Setup > Customize > Fields
2. In the Fields List page, click Map Dependency Fields .
3. Click New .
4. In the Map Dependency Fields page , select the Parent Field and the Child Field to be dependent.
5. Following this map the parent fields with the respective child field.
6. Click Save and use the Parent, Child field in the respective Module.

Configuring Workflows

Automate your business processes by setting email alerts, tasks and assignment values using Workflow rules when certain conditions are met. You can set the Workflow rules for all the modules.

Customizing Web-Portal

Customers at times may not want to contact your helpdesk for the time it takes to receive a response. In such situations, they can access the web-portal to search for a suitable resolution to their problem. Customers can as well submit their ticket and track its status from the online portal instead of writing an email. 

Adding Departments

Departments are the various divisions in your organization. Divisions may be based on different products, physical locations or teams.  Support allows you to individually manage the support center for each department. You can perform the following for each department:

• Specify support agents
• Configure separate support e-mail addresses
• Track support tickets and contacts
• Setup automations
• Define service-level agreements
• Specify business hours and a lot more...

To add a department, do the following:

1. Click Setup
2. In the Organization section, click Departments
3. In the Departments page, click Add Department
4. Enter a name for the department
5. Enter the name to be displayed in Customer Portal for the department
6. Enter a description about the department 
   
7. Choose whether you want to show the department in Customer Portal

   

8. Click Save

You can add new agents and associate them to a department or associate an existing agent with a new department.