![]() But sometimes, what gets overlooked is the reason why the customer submitted the ticket in the first place. When creating Zendesk custom ticket fields, its very easy to get bogged down in categorising all the specific details of a ticket (like the type of product the customer is using, their operating system, the severity of the issue etc.). Create a “Reason” field for your support tickets. We've seen our fair share of use cases and would love to share a few tips to help you get the best possible start with Zendesk. ![]() Our apps have been solving pivotal workflow requirements for organisations for over 5 years now. Once you've configured and added the widgets, click Save Dashboard at the top right.Here at SweetHawk, we've built more than a dozen apps for Zendesk that are trusted by over 1000 businesses across the globe. Time: select the period of time you want displayed Type: select all or a certain type (e.g., refund) Products: select all or certain products (e.g., software) you're tracking Group: select all or a certain group (e.g., billing) For example, in time trends, you'll see the following options: In the menu that opens up, name your widget, and then choose from the dropdowns for each option. To add a widget to your dashboard, click the desired option in the library. These include options such as score card (count of tickets), ticket trends, SLA trends, and agent leaderboard. Click Done to save.įrom here you can configure and add widgets to your dashboard from the library on the right side. From here, name the dashboard, indicating whether it will be visible to all agents or agents in a group (e.g., all billing agents). From the Dashboard tab, click the hamburger at the top left, then New Dashboard. From here, you can allow sign-in options (e.g., Google, Twitter, Facebook) and determine who can submit tickets from the portal, who can view, and how to moderate forums.įreshdesk lets you create up to 15 customized dashboards. ![]() To set permissions, go to Admin > Portals > Settings. There's a help guide for developing your own portal theme. Here you can add your company's colors to the background, tabs, and fonts with options to further customize how all of the pages, sections, and forms look using HTML. To customize the portal, click Customize Portal on the right side. To see how this works, read about using a custom support URL. However, you can use your own domain by pointing the default URL to your own (e.g., ). By default, your forum's web address will be a subdomain of Freshdesk (e.g., /support/home). Go to Admin and click your portal's name next to the headphones icon to change the public-facing name, add a logo, set the language, and customize the URL. How to customize and set portal permissions As an admin, you can customize the look and feel of the portal, add documents, set user permissions, and edit other functions. ![]() The customer portal is your public-facing helpdesk where visitors can register as customers, search your knowledge base, initiate and track tickets, and interact on your forums. How to Create a Customer Portal in Freshdesk All paid plans include email ticketing, social ticketing, knowledge base, automations, and SLA management In this tutorial, we'll walk you through how to get started with Freshdesk and show you how to use the main features.įreshdesk Pricing: Basic free plan paid plans start at $15/month per user. And the service level agreement (SLA) feature allows your team to define and track support resolution times. With the customer portal, you can customize and create a database of self-service articles. The intuitive inbox and robust filtering options make staying on top of support tickets easy. With multiple support channels available, including live chat, email, phone, and social media, you can help customers through their preferred communication method. Freshdesk is a cloud-based customer support software that is both feature-rich and easy to use.
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