We expanded the functionality for working with tickets — we made a new function that will speed up the work with incoming requests and help process them faster.
How it worked before: the employee, analyzing the request pool, opened the request card, changed the executor from “Not assigned” to himself and started working with the request, forming a response to the client. This could lead to problems:
Now, by pressing one button in the order of priority, you can take tickets from the general list that you are working on. In this case, other agents can process the same list.
How it works:
The system provides «Take ticket» and «Take chat» buttons for automatic distribution of tickets from certain lists.
Important! The feature is currently available upon request. Write to us at support@usedesk.ru.
On the request page
The system when you click on the «Get Request» button:
The benefit is that you can process any created filter with colleagues, appointing yourself as an executor in turn. Sorting is a queue. For example, choose to sort from oldest to newest by update date, and the Take Request button will take that order into account when assigning.
On the chat page
The system when you click on the «Take chat» button:
The benefit is that you will sort out the «Unassigned» filter by pressing one button. At the same time, the old tickets will be included in the list first, and thus you will meet the SLA indicators.
Now Usedesk supports not only messages from groups, but also private messages - another reason to switch to the new integration made in February!
To connect the new function, you need to go to the «Channels» section, select Slack and check the box next to the «Personal correspondence» item. Don't forget to save your changes.
To write a private message in Slack, you need to click on the Usedesk app:
Previously, Usedesk was able to work only with messages from groups — it was difficult to discuss something privately. Now this issue is resolved :)
If a person used the «Reply» function, the system will show exactly which message he replied to:
Direct messages from Slack arrive in Usedesk with the subject «Private Message»:
We have updated the Knowledge Base:
Android updates coming soon!