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Functionalty

The document discusses a ticketing system and help desk functionality. A ticketing system allows users to submit, track, organize, and prioritize customer support requests. It has components like queues, reports, and knowledge bases. Tickets go through statuses as they are addressed. A help desk manages support channels, assigns tickets to agents, and allows agents to communicate with customers to resolve issues. It provides analytics and a self-service portal with FAQs to improve the customer experience.

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Mercy Wangari
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
16 views

Functionalty

The document discusses a ticketing system and help desk functionality. A ticketing system allows users to submit, track, organize, and prioritize customer support requests. It has components like queues, reports, and knowledge bases. Tickets go through statuses as they are addressed. A help desk manages support channels, assigns tickets to agents, and allows agents to communicate with customers to resolve issues. It provides analytics and a self-service portal with FAQs to improve the customer experience.

Uploaded by

Mercy Wangari
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Functionality Flow

User-flow

Ticketing system
A ticketing system is a help desk software program used to process, manage, and track
customer issues from submission to resolution. Ticketing systems automatically organize
and prioritize support requests in a central dashboard. Users can tag, categorize, and assign
tickets as they come in.
General flow
ChatDesk - Dashboard - Customer - creates a ticket - notification displays on the dashboard -
Agent - feedback - back to client
Ticketing system components
● Queues
● Customers
● Reports
● Raise a request
● Knowledge base
● Channels
● Invite team
● Settings
Creating a Ticket
Queues
Ticket queues help when it comes to organizing and filtering tickets. For a queue to work
properly, it should contain the following:

Help Desk

Features
● Agent- handles issues/tickets
● Ticket - issue or request raised
● Ticket status - stages a ticket undergoes to through its lifetime
● Escalation - transferring a ticket to a higher level for resolution
● SLA - service level agreement ( defines the quality of services that will be provided to
customers by a business
● Customer satisfaction rating

How it works -

1. Customers register an issue through a channel of their - can be whats app, facebook,
instagram, live chat, email or phone number.
2. The message is received on the helpdesk and agents are notified about the ticket
3. The project resolution starts. The agent interacts with the user
● Agent can reply to a ticket
● Attach a file or leave a note
● Escalate a ticket to a higher rep
● Break the ticket into smaller child tickets and assign them to other
departments.
● Agent shares the solution, and the ticket is marked as closed.
● An email is shared with the clients for ticket rating. The email contains a
customer survey.

What is a Help Desk used for

● Manage multiple inboxes from one dashboard. Eg. if you have multiple support
inboxes.

● Track every customer issue


● Create a self service knowledge base - works as a FAQ where common questions are
answered.
● Prioritize customer issues.
● Capture customer feedback by the use of surveys.
● Monitoring of performance.

Insight and Analytics

Contain graphs and data flow from the events on the dashboard.

Self-service Portal
FAQ section.

Frequent/repetitive questions will be posted on this section to avoid repetition and allow
customers to work it out by themselves.

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