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StackCP Help Desk Guide

StackCP Help Desk

StackCP Help Desk Guide

  1. Overview
  2. Quick Start
  3. Departments
  4. The Ticket List
  5. View Tickets
  6. Ticket Statuses
  7. Ticket Emails
  8. Ticket Ratings
  9. Auto Closing Tickets

 

Overview

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.

 

Quick Start

To enable StackCP Help Desk

  1. Head to Configure StackCP Help Desk and select Enable Help Desk.

Customers can then raise tickets via StackCP, to do this they can:

  1. Login to StackCP and select Help Desk.
  2. They can compose their enquiry there and select Create Support Ticket.

To reply to customer tickets:

  1. Login to My20i and head to StackCP Help Desk.
  2. You will see the raised ticket in the ticket list view, select Options > View Ticket.
  3. Compose your reply and select ‘Update Ticket’.

 

Departments

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.

  1. To create a department, head to Configure StackCP Help Desk and locate the Departments section.
  2. You’ll notice the default General Enquiries department that’s already been created.
  3. Add a new department by selecting Create Department, give the department a name e.g. Sales. We want customers to be able to rate responses from this department so check Accept Response Ratings. Finally set the Sort Order to 2.
  4. Select Save & Close
  5. You’ll now see your Sales department in the list, customers can now select to raise tickets to this department.

Best Practises for Departments

  • Keep the number of departments concise. This will help with both management purposes and for clarity when your customers are choosing a department to raise the ticket to.
  • Departments are aimed at increasing efficiency, so if you offer a specific service or product that has more specialised support, you should add a department for it!
  • Departments could be used to create an escalation path for tickets. If it’s a question first line can’t answer, then perhaps someone higher up in the organisation may be able to resolve it?

 

 

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:

  • View Ticket
  • Edit StackCP User
  • Login as StackCP User

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.

Stack CP Help Desk Tickets

 

View Tickets

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.

 

Ticket Statuses

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.

  • To create a status, head to Configure StackCP Help Desk and locate the Ticket Status section.
  • You’ll see the 4 default statuses present, select Create Status
  • The status name is what will show to the customer when the status has been selected, in this example we’re creating the status: Investigating.
  • This status will require a staff response and we won’t auto-close this ticket. Select the order you’d like the status to appear in and give it a unique colour.
  • Select Save & Close.

Best Practises for Statuses

  • To keep work flow efficient, you won’t want to spend time choosing which status a ticket should be in. Keep the number of statuses concise and accurate to reflect the work being done on the ticket.

Example reply to a support ticket

 

Ticket Emails

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:

  • New StackCP Ticket Opened (To You)
  • StackCP Ticket Automatically Closed (To StackCP User)
  • StackCP Ticket Opened (To StackCP User)
  • StackCP Ticket Updated (To StackCP User)
  • StackCP Ticket Updated by StackCP User (To You)

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.

 

Ticket Ratings

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.

  • To enable or disable ratings, head to Configure StackCP Help Desk and locate the departments. Select Edit on the department you’d like to enable ratings for and make sure the Accept Response Ratings checkbox is checked.
  • When customers receive a response from this department, they will be able to rate it out of five stars.

 

Example star rating of support

 

Auto-close Tickets

Depending on a ticket's status you may want to set it to automatically close for management purposes.

  • To set a ticket to automatically close when on a specific status, head to Configure StackCP Help Desk and locate the Ticket Status section.
  • You may have a status called ‘Resolved’ and want this to automatically close after 7 days of no action. To do this select Edit on the status and make sure the Auto-close Ticket checkbox is checked.
  • The ticket will then automatically close after 7 days of no action.