StackCP Help Desk Guide
As a Reseller you’ll want communication between yourself and your customers to be as seamless as possible. The StackCP Help Desk is a fully-featured customer service & support system for you and your customers.
Once StackCP Help Desk has been enabled from the Configure StackCP User Help Desk section, your customers will be able to raise tickets from StackCP, which you’ll receive via My20i.
Emails are sent to both yourself and your customers (StackCP Users) when tickets are opened and updated in order to keep both parties notified of the current status of the ticket.
To enable StackCP Help Desk
Customers can then raise tickets via StackCP, to do this they can:
To reply to customer tickets:
When your customer creates a ticket, they can select which department they believe is best to handle their request. Commonly you’d have General Enquiries, Sales and Support as departments to cover most of the common interactions with customers, this also efficiently categorises their queries for your staff.
Best Practises for Departments
The Ticket List
Head to the StackCP Help Desk to view the list of tickets from your customers. This is where you can view and manage new and existing tickets.
You can filter the current ticket queue by status or department by using the Filter menu. You can also search for a ticket ID or phrase within the ticket itself. Keeping track of the Ticket ID is a great way to jump to a specific ticket.
When a customer raises a new ticket, it will automatically appear in the list. There’s no need to refresh the page to check for updates.
From the Options menu you can do three things:
The ticket list view gives you a good general idea of the volume of support requests you’re receiving, if you have support departments, it’s the primary location they’d be focused on for providing first line support.
To reply to a ticket, select Options > View Ticket from the ticket list. From here you can reply to the ticket, add internal notes for other staff to see, change the status of the ticket or change the department that the ticket is assigned to.
Internal notes can only be seen by your staff, your customers won’t see those. This allows you to easily provide information to help with the resolution of the ticket.
To reply to a ticket, enter your response within the text field, when done, select Update Ticket. This will set the ticket status to Awaiting Customer Reply. It will then also not show by default on the ticket list page.
Files can be attached to updates and are often a good way to show more clearly where a customer may need to navigate to in order to resolve an issue.
To accurately reflect the current progress a ticket is in, each update will be given a Status. By default there are 4 statuses: Open, Awaiting Customer Reply, Awaiting Staff Reply and Closed. These can’t be edited or deleted so are always required.
You can also create your own status to reflect what is happening to the ticket.
Best Practises for Statuses
When you or your customer reply to a ticket, the other party will receive an email notifying them of the update. You can customise those email notifications by going to Email Templates and locating the StackCP Help Desk section.
You’ll see the default templates:
To customise each template, you can select Options > Edit. The default templates already ensure it’s your brand name your customers see when a ticket is replied-to.
To keep track of how your support is received, you can allow your customers to rate your ticket responses. Ratings can be enabled on a department basis.
Depending on a ticket's status you may want to set it to automatically close for management purposes.