Centralizing Customer Messages
The Help Desk functions by consolidating messages from various customer-facing channels into a single, organized view.
Email Integration: By connecting an existing email address (e.g., via forwarding from a provider like Gmail), all incoming customer emails are converted into manageable conversations within the Inbox.
Live Chat Integration: Conversations initiated through the Live Chat widget on your website are automatically routed to the Help Desk, appearing alongside email conversations
Key Functionalities
The Help Desk provides several features to help teams manage and resolve customer conversations efficiently:
Conversations can be assigned to the most appropriate team member for ownership and resolution.
Teammates can add private notes or comments to a conversation to discuss strategy or provide context without the customer seeing the message.
Within internal notes, team members can be mentioned using the @ symbol to draw their attention to a specific conversation or request their input.
All conversations, regardless of whether they originated from email or live chat, are tracked and managed within a single panel.
Interacting with the Help Desk Interface
To begin using the Help Desk:
Connect Your Email: Set up forwarding from your customer support email address to ensure messages appear directly in the Inbox.
Add Live Chat: Copy and paste the provided script onto your website to embed the Live Chat widget.
Start Collaborating: Once a conversation appears, you can assign it to a teammate and use internal notes to coordinate the response.
Managing Conversation Status
The Help Desk allows you to manage the status of conversations using two primary actions: Close/Open and Snooze/Unsnooze. These actions help organize your workload and determine where a conversation appears in the interface.
1. Closing and Reopening Conversations
Close: Marks a conversation as resolved or complete. Closed conversations are removed from the main open list.
Open: Reopens a closed conversation, moving it back to the open list for further action.
Location: When a conversation is closed, it is moved to the "Closed" tab. This tab is available for both Unassigned conversations and for conversations assigned to individual team members.
2. Snoozing and Unsnoozing Conversations
Snooze: Temporarily hides a conversation from the main open list. This is useful for messages that do not require immediate attention but need to be revisited later.
Unsnooze: Returns a snoozed conversation to the open list.
Restriction: Conversations that are already closed cannot be snoozed.
Location: When a conversation is snoozed, it is moved to the "Snoozed" tab. This view is available for both Unassigned conversations and for conversations assigned to individual team members.