There are a number of ways that users can interact with your organization through Deskpro.
Linking up these channels with your helpdesk ensures that tickets are generated whenever users try to contact you and means your agents can handle any issues with ease.
The main channels are Email, Live Chat, Forms and Voice.
You can configure the Email accounts that you want to link to your helpdesk in Admin > Channels > Email > Accounts, any new messages to an email account linked to your helpdesk is automatically converted into a ticket.
Email accounts that you add to your helpdesk have to be linked to specific departments; this means that tickets generated from the email account will be automatically assigned to the respective departments.
If you add: firstname.lastname@example.org as an email address and link it to the Sales Department, each ticket that is generated from that email address will be assigned to Sales.
Your helpdesk will have a default ticketing email account it will be email@example.com, users can submit tickets to this address and it will be linked to your Support department.
To create a new email account click + New which will open the new email account window where you can input the details of an account that you want to add, you can also specific which brands you want the address to be available to.
For more information about Email account settings see Email Accounts.
You can also embed a Live Chat widget onto your webpages or Help Center to enable real-time chat with your users.
To setup the Live Chat widget on your pages go to Admin > Channels > Chat > Messenger Setup. From here you can customize the look and behavior of the widget, when you’re happy with it you can go to Add Messenger to your Site to get the code to embed it onto your sites.
To manage which of your brands, departments and agents are able to use the Live Chat you can edit Chat Permissions in Admin > Channels > Chat > Departments.
You can also manage any Chat Queues by going to Admin > Channels > Chat > Queues. This lets you customize how Chats are assigned to agents in your helpdesk.
For more detail on Live Chat setup see Chat Setup.
Create custom, dynamic Forms for your Help Center that generate tickets that contain specific information that agents require from your users, forms also enable you to route your tickets to departments based on the fields a user fills out.
You can create custom forms by going to Admin > Ticket Structure > Departments, from here you select the department you wish to create the form for and then go to the Form tab.
You create custom fields for Forms in Admin > Ticket Structure > Ticket Fields.
Forms automatically appear on the Help Center but you can also embed them on your website by selecting Website Embed which generated the embed code you need to add your form onto other pages. See Department Forms for more information about Forms on your Help Center.
Users can also contact your helpdesk through the Voice app, which operates as a fully-integrated call center system.
To enable Voice go to Admin > Channels > Voice and follow the steps to setup voice and add credit to your account.
Once you have enabled Voice you will be able to purchase a number, add queues and build an auto attendant.
For more information about the Voice Setup see this section of the Admin Guide.
Interacting with your users is possible over multiple social media channels, and these interactions can also be linked to your customers CRM profiles. So you can provide full omni-channel support.
Admin > Channels > Select Channel (Twitter/WhatsApp)
Once you have added your Twitter account, you are able to receive and respond to both @mention and direct messages from your handle.
You can send and receive messages via a business WhatsApp account, using an SMS number on Deskpro and requesting WhatsApp messaging to be enabled.
Facebook (Coming Soon)
Instagram (Coming Soon)
Read the next article in Getting Started on Automating your Helpdesk.