Guía del usuario

Desde la inscripción hasta la gestión de los tickets,
toda la información que necesitas para empezar a trabajar con Deskero.

Import tickets

Deskero is integrated with all your social networks. It interacts with your social channels natively, with no need of any complex configuration.

Each and every type of mention you receive from any social platform will be converted into a ticket and delivered right into your inbox, so you can answer it in a second and never lose a mention again.

Import tickets from a Facebook account

To import tickets from a Facebook account the first thing you have to do is to set the account.

Go into the Settings menu on the top.

Choose Social newtwork accounts under the Social networks tab.

Social accounts settings

On your right you'll see a big green button + New account: press it and choose Facebook in the drop down menu.

New social account

Now you need to press the Authorize button and you’ll be redirected to the authorization procedure of the app.

New facebook account

Next you’ll have to decide which pages you want to add to Deskero, in case you are using several ones through the same account, and also whatever you want to add this pages to the daily monitoring: this feature will keep track of the account overall success by keeping count of its fans.

Facebook configuration

You can also choose how to assign the incoming tickets: Basic assignment simply lets any agent taking care of them, while through Advanced assignment you can configure every aspect manually.

You can access to tickets from Facebook from the menu on your left: click on Tickets and then From Facebook.

Import tickets from a Twitter account

To import ticket from Twitter the first thing you have to do is to set the account.

Go into the Settings menu on the top.

Social accounts settings

Choose Social network accounts under the Social networks tab.

On your right you'll see a big green button + New account: press it and choose Twitter in the drop down menu.

New social account

Now you need to press the Authorize button and you’ll be redirected to the authorization procedure of the app.

New twitter account

Next you’ll have to decide if you want to import mentions, messages and if you want to set daily monitoring for the account.

Daily monitoring is the daily tracking of the number of followers and fans and it will be shown graphically in the social monitor section.

Twitter configuration

You can also choose how to assign the incoming tickets: Basic simply lets any agent taking care of them, while through Advanced assignment you can configure every aspect manually.

You can access to tickets from Twitter from the menu on your left: click on Tickets and then From Twitter.

Import tickets from an email account

Go into the Settings menu on the top.

Choose Email accounts under the Email Settings tab.

Email accounts settings

Press the green + Add account button.

New email account

Insert the email address you wish to import.

Connect email account

By clicking on Connect account you'll get access to a more detailed panel where you'll need to fill in all your account details: you Email address, your Username (in case your email provider requires you to use a username different from your email address), your email Password, the Server name, the protocol the server use (choosing from IMAPS or POP3. If your server uses SSL encryption over IMAP protocol, pick IMAPS).

Email account configuration

Check the Import attachments checkbox on the right, if you need it.

You can also configure specific keywords to customize your import: this become quite handy when setting up contacts forms on you website, because Deskero will import only emails with the keywords, you have selected in the Keywords for email filtering section.

Set ticket properties and assignment rules.

Ticket properties define type (incident, request, task, notify); area (technical issue, general information, new feature request); group (Deskero cloud, custom installation) and priority (if flagged, tickets coming from this channel have priority over others).

Assignment rules let you assign tickets coming from this channel to an agent or a group of agent. You can also choose to put in CC another agent.

Click on Test connection

Hit the Confirm button.

Set up feedback widget

Obtain the code to set up the widget directly from your Setting menu: in the Customize tab click on Feedback widget.

Widget settings

Choose the color that better match your website look between seven different options. You can also edit the title in the different languages ​​available, and create a custom Feedback message.

Widget configuration form

Hit the green Confirm  button to prepare the code to embed. You can also preview it in any language you choose using the blue Preview button on the right.

 

Widget embed code

Copy the code in the Embed this code grey box and paste it on every page where you’d like the Deskero widget to appear.

 

The correct placement for the code is anywhere before the tag </body&rt; in your html page.

The widget will appear in the lower right corner of the web page and every message that you’ll receive will be converted into a Deskero ticket.

 

Widget

Internal chat

The chat is located in the bottom right corner of your browser: click on the black bar in order to open it and see who is online. The contacts are divided in Agents (your team) and Customers.

Chat user list

Click on the tiny arrow to change status, become invisible, go off line, and even decide to make yourself available only to other agents or to show your status as busy.

Change status

If you want to transform the conversation in a ticket, press the ticket from chat button.

Choose close session to close the chat.

Chat session

Cerrar