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.
On your right you'll see a big green button + New account: press it and choose Facebook in the drop down menu.
Now you need to press the Authorize button and you’ll be redirected to the authorization procedure of the app.
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.
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 an email account
Go into the Settings menu on the top.
Choose Email accounts under the Email Settings tab.
Press the green + Add account button.
Insert the email address you wish to import.
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).
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.
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.
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.
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.
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.
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.
If you want to transform the conversation in a ticket, press the ticket from chat button.
Choose close session to close the chat.