User's Guide

From subscription to ticket management,
all the basic information you need to get started with Deskero.

Process tickets

We call “ticket” any request coming from your customer from any channel that you configured, such as email, social networks and widget. Every ticket can be categorized by some aspects.

Type: incident, request, task, notify.

Channel: phone inbound, phone outbound, email, web (social networks), chat.

Area: technical issue, general information, new feature request.

Group: Deskero cloud, custom installation.

Status: closed (when the customer is satisfied with the answer received), opened (not processed yet), on hold (waiting for information/feedback), solved resolved (when the operator thinks he has solved the request).

Add a ticket as a customer

Go on support.deskero.com or on the domain registered in Deskero that you have activated as public portal.

Click on + Add a ticket, on the bar on the left of the page, or on the green Add a new ticket button on the top right

Add ticket

Add a ticket as a registered user

Go on support.deskero.com or on the domain registered in Deskero that you have activated as public portal.

Sign in as registered user

Click on the green Add a new ticket button on the top right.

Add ticket

You can also check the status of your previously entered tickets by clicking on the blue Check the status of your tickets button.

Add a ticket as an agent

Insert manually a ticket through the menu on your left:

Click on Tickets and then go straight to the bottom and select + Add a ticket.

Tickets menu

You can quickly decide which agent is going to take care of this ticket, but you can also put other agents in cc, to let them know everything about it.

Insert: subject, type (for example incident or request or task), channel (phone, web, email, chat, etc), area (sales, general info, etc), (marketing, administration, development, etc).

Add the fields with your data (email, full name and company).

Write your ticket, mark it with tags and add an attachment of you need to.

When you’re ready click on Confirm button.

Add ticket form

Reply to a ticket

You have two options to respond to a ticket: you can quickly respond to it without open it by clicking on the Reply button on the right, or you can first open a ticket by clicking on the Open button.

Reply button

In both cases, click on the Reply button and write your answer or choose a reply template with the drop-down menu on the right.

The other drop down menu on the right lets you change the ticket status: closed (when the customer is satisfied with the answer received), opened (not processed yet), on hold (waiting for information/feedback), solved resolved (when the operator thinks he has solved the request).

Reply form

When you’re done, click on the green Reply button.

When you answer to a ticket, your answer will appear on the same medium the message has been send. For example, if you receive a ticket from an email, your answer will appear to your customer as an email, if you receive a ticket from a Facebook account, your answer will appear to your customer on Facebook etc.

Edit a ticket

Open the ticket with Open button.

Click on Actions button and select Edit from the drop down menu.

Change every detail you want to (subject, type, area, text, etc).

Add ticket

Merge ticket

This feature is used to merge multiple requests from the same client and process them as a single request.

Ticket merge

If you want to merge a ticket with another one click on Merge ticket from the drop down menu.

Choose one or more tickets to merge it.

Confirm by clicking on Go ahead and merge green button.

Forward ticket

You can assign the ticket to another agent by clicking on Forward ticket from the drop down menu.

Forward Modal

Choose the agent, add current agent in CC if you want, add a note.

Confirm by clicking on green Confirm button.

Execute Scenario

This menu entry lets you choose which scenario to apply to the current ticket.

Click on Execute scenario from the drop down menu.

Execute scenario button

Pick a scenario.

Execute scenario selection

Click Confirm.

Create knowledge base solution

You can add a new knowledge base solution from a ticket by clicking on Create knowledge base solution from the drop down menu.

Knowledge Base from ticket

Change the title, the area, edit the content, choose the tags and add an attachment if you need to.

Knowledge Base from ticket

When you’re ready click on the green Confirm button.

Remove a ticket

Open the ticket with Open button.

Click on Remove.

Remove ticket

Click on Yes button to confirm.

Insert, edit and delete a note

You can add a note to a ticket directly by the ticket list in Ticket section or after opening the ticket with Open button.

Anyway, if you want to Insert a note press the Note button, which has the shape of a paper sheet and is in the upper right of the page.

 

Note button

Write your note (you can also customize the text) and hit the Save button.

Note modal

You’ll notice that the Note button turns into orange.

 

Notice that when you enter a note, it can be seen only by you and other agents.

If you want to Edit your note, you have to press the Note button and you can change whatever you want to. When you’re done, hit the Save button.

If you want to Delete a note, all you have to do is press the orange Note button and then hit the Delete button.

You can also manage your notes from the Tickets menu.

Ticket assignments rules

The default configuration is quite basic: Deskero sorts all the incoming tickets between the existing agents, without making any difference between the source (mail, social, website feedback etc.).

For example, if you have two different agents they’ll receive a ticket each and the workload will be fairly shared between them.

 

If you need further configuration, set your ticket assignment rules.

Go into the Settings menu on the top and choose Ticket business rules under the Ticket settings tab.

Tickets business rules

Click on Advanced: manual assignment and go to Manual assignment rules section.

Tickets business rules

To add a rule click on the green + New button and choose what kind of tickets you want to assign to a specific agent or a group of agent.

To confirm click Save.

If you don’t want manual assignment, check Basic: automatic assignment and then click on Confirm.

Social Network Accounts

Assignment rules for tickets are ticket business rules. But in case of tickets from social networks are selected for each account at the time of or after configuration.

When you configure a social network account, you can choose to set the Basic: automatic assignment or Advanced: manual assignment.

Social rules

Click on + New button and choose to filter data from the social networks and to assign a specific kind of message to an agent or group of agents.

Social rules

Here you can set assignment rules and ticket properties.

Every ticket can be categorized by some aspects:

Type: incident, request, task, notify.

Channel: phone inbound, phone outbound, email, web (social networks), chat.

Area: technical issue, general information, new feature request.

Group: Deskero cloud, custom installation.

Status: closed (when the customer is satisfied with the answer received), opened (not processed yet), on hold (waiting for information/feedback), solved resolved (when the operator thinks he has solved the request).

Email Accounts

To set assignment rules for emails go into Email accounts in Email settings tab.

Choose the email account and click on Edit button.

Email account configuration

Choose who to assign tickets coming from this email account (a specific agent or a group of agent) and click Confirm.

Chiudi