HelpDesk Handbook

Discover HelpDesk from every angle and bring all customer tickets to a successful end.

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HelpDesk's Agents Handbook HelpDesk's Agents Handbook

What is the handbook for?

This is the very start of your journey with HelpDesk. You don't have to look around and dig into the app yourself to get started. Let's make it quick and smooth, what do you say?

We've gathered together all our tips, tricks, and best practices into one handbook, so after reading it you'll be ready to move to the real action. We'll cover topics like:

Connecting communication channels

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Setting up the HelpDesk
account

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Managing everyday ticket workflow

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Enhancing teamwork and task
management

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Speeding up work and automation

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Reporting and tracking performance

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Tips to improve customer satisfaction

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Welcome to HelpDesk

What is HelpDesk?

HelpDesk is ticketing software that’s part of our product suite, right next to LiveChat, ChatBot, and KnowledgeBase.

HelpDesk can help you manage asynchronous and synchronous customer conversations in one place.

You can connect your HelpDesk to the communication channels your customer uses to reach out to you, such as email, live chat, social media, contact forms, and other custom contact points.

The main idea behind HelpDesk is to make your customer service actions transparent and organized with a single dashboard into which all customer messages drop in the form of tickets.

Channels

These communication channels comprise the options your customers have if they want to contact you, make a request, or ask for support. We also call them ticket sources because all customer messages are converted into manageable tickets regardless of the channel.

After entering our app, the first thing you should do is connect all your communication channels to your HelpDesk. This will bring all customer messages into one place as expected. To get started, think about how your customers interact with you. You can also explore the communication channels below that are most often connected to HelpDesk.

What communication channels would you like to connect to HelpDesk?

1. Email

There are several leading inbox providers available on the market, and best of all, HelpDesk is compatible with all of them to make your work easier. First, let's set up forwarding so that copies of your customer messages that are sent to different business email addresses will go to one place.

Configuration

Select the inbox provider for forwarding and click the appropriate link to follow the instructions.

Handle multiple inboxes in one place

If you're going to manage communication from multiple email addresses, the best option is to create and use separate HelpDesk's forwarding addresses for each email address you handle. This way, different teams, such as sales or support, can use separate email addresses but still work in one app.

Multiple inboxes in HelpDesk Integrating HelpDesk with LiveChat Integrating social media channels with HelpDesk app

2. LiveChat

You can integrate your LiveChat account with HelpDesk to easily turn real-time chats into manageable tickets that you can resolve when it's convenient for you. Reap the full potential of our product suite and get a big picture of your customer service workflow.

Configuration

If you're already a LiveChat user, go to LiveChat Marketplace to find and install HelpDesk from there. Then, you can import your data from LiveChat to HelpDesk and enjoy every customer conversation in one place.

Integrating social media channels with HelpDesk app Integrating social media channels with HelpDesk app

3. Social media

Your customers love to message you directly using social media profiles because they're quick and require little effort. Organize daily conversations with your customers on social media channels in HelpDesk so you don't have to switch between profiles.

Configuration

Select social media channels to organize your communication in HelpDesk. Connect your social media profiles to HelpDesk using these three methods:

1. Integration through LiveChat

If you have a LiveChat account integrated with your HelpDesk, you can go to Marketplace and easily find the social media integration you're interested in.

2. Adding an email address in your social media profile details

If you set up forwarding correctly, you can edit your social media profiles by adding your email address in the relevant contact fields. That way, if a visitor to your social media profile writes you a message using that email address, it'll arrive at HelpDesk, where you can address it.

3. Integration through Zapier

If you have a Zapier account, you can integrate it with your HelpDesk account and create your own Zaps dedicated to managing your social media communication.

Creating a contact forms in HelpDesk

4. Contact form

Website visitors can have questions about your offerings or business. Be approachable and give them an intuitive contact form provided by us that they can fill out in minutes.

Configuration

First, create a contact form in HelpDesk and customize it to fit your brand and needs. Then, place it on your website and start collecting messages from your visitors.

Live chat providers in HelpDesk Live chat providers in HelpDesk app

5. Live chat providers

If you use a live chat provider other than LiveChat from our product suite, you can still enjoy integration with HelpDesk. Connect your live chat solution to HelpDesk using these two methods:

Configuration

1. Integration through API

Browse the available API documentation to get the API token and acquire permanent API access for your HelpDesk account. Then, create webhooks and add events tailored to your needs.

2. Integration through Zapier

If you have a Zapier account, you can integrate it with your HelpDesk account and create your Zaps dedicated to managing your live chat conversations.

Connect with LiveChat

See how LiveChat and HelpDesk work together. Integrate them with ease and enjoy the benefits of having a powerful customer service platform.

Integrating API with HelpDesk app Integrating API with HelpDesk app

6. Integrations/API

HelpDesk's API documentation opens up many possibilities for integration with your daily tools. Bring your entire customer support workflow to HelpDesk and build your technology stack around it.

Configuration

Browse the available API documentation to get the API token and acquire permanent API access for your HelpDesk account. Then, create webhooks and add events tailored to your needs.

See all recommended and available integrations that can streamline your workflow. If you need a custom integration, ask about it on the chat.

Setup

The most challenging but crucial part is behind you. Now, it's time to configure the basic settings in your HelpDesk account to suit your preferences. In this section, you'll find out how to configure your profile, domain, reply address, and email template.

1. Setting up your profile

Access your profile to view and update your information and settings. Go to the "Agents" section in your HelpDesk and double click on yourself. You can also pick yourself from the list and then click on the pen icon in the upper right corner to edit.

Setting up profile in HelpDesk Setting up profile in HelpDesk

Edit your name

Make sure your Name is what you want to be displayed to your customers.

Setting up user name in HelpDesk Setting up user name in HelpDesk

Private email

The email address you used to sign up to HelpDesk. Your email isn't visible to customers.

Setting up email in HelpDesk Setting email in HelpDesk

Check out your teams

See which teams you currently belong to in the "Member of the following Teams" section. Click on the "Choose team" button to search for a team to join.

Setting up teams in HelpDesk Setting up teams in HelpDesk

Set up email notifications

Define the notifications you'll receive by email.

Setting up notifications in HelpDesk

Check out permissions

Find out what your role is in HelpDesk. If you need additional permissions, contact your admin.

Setting up permissions in HelpDesk

Customize signature

Customize your signature to make each of your messages professional and trusting. Your signature will be embedded in your email template and all outgoing communication.

Setting up signature in HelpDesk

2. Setting up a domain

Add a domain provided by HelpDesk or add your own domain to increase the credibility of your messages.

Setting up domain in HelpDesk

You need to set up a custom domain if you want to:

  • Send messages from your own email address.
  • Send messages from an email address within our domain but with your unique name, e.g., company.helpdesk.com.

Once you’ve added and verified the domain, you can use it in your reply address.

Set up a domain

3. Setting up a reply address

Set up the reply address to manage outgoing messages. The idea is to set the display name and email address that the customer will see when you reply to their ticket.

Set up a reply address
Setting up reply address in HelpDesk

4. Setting up an email template

Set up the email template so that every email sent to a customer will feature your branding. Make it colorful and eye-catching.

Set up an email template
Setting up email template in HelpDesk

Tickets

1. Getting a ticket

Your customer can use email, a contact form, live chat, or a social media message to contact you. Every new conversation with your customer will turn into a manageable HelpDesk ticket if you've connected your communication channels correctly. Then, when all the tickets are in one place, agents can click on the ticket to respond to the customer's query.

Ticket's channels in HelpDesk Ticket's channels in HelpDesk

Know the backstory

When a ticket is created from a live chat with an agent or chatbot conversation, it'll include a transcript so that you know the whole story.

Your tickets are available on the main dashboard, which consists of two sections:

  • Views on the left
  • Ticket list on the right
Tickets view in HelpDesk

This dashboard is your main information center, which you can also use to perform actions that bring you closer to resolution.

Learn more about the main HelpDesk dashboard

By clicking on a single ticket from the main dashboard, you can make basic changes, such as changing status or priority using the menu button.

Changing status of tickets in HelpDesk app

You can also select multiple tickets at once and use the menu that appears at the top to perform bulk actions.

Bulc actions in HelpDesk

2. What you can do with a ticket

Tickets give you a lot of opportunities when it comes to building relationships with your customers and solving their queries. Click on one of the tickets on the ticket list to see what's inside.

There are two sections in the ticket:

  • Communication feed on the left
  • Ticket details on the right
Ticket view in HelpDesk app

Communication feed

Use the communication feed to write and send messages to your customer or whisper to your teammates. Take advantage of the powerful communication toolkit.

Message area

Enter your response to the ticket and send it over by clicking on the "Submit" button. Bring in proper message structure and wording tailored to your customer.

Message area in HelpDesk app

Text formatting

Shape your message with text formatting tools so that it resonates with your purpose and intent.

Formatting text in HelpDesk

Links

Add helpful links to internal and external resources to best explain the solution to the customer.

Adding links in HelpDesk

Images

Insert useful images into the conversation. Images and screenshots are always quick to scan and easy to digest.

Inserting images in HelpDesk

Canned responses

Save your best and most used messages as canned responses to keep them handy and save time. Recall them by typing the hash (#) in the message area, then enter the shortcut for the desired response.

Using cannned responses in HelpDesk

Attachments

Upload necessary attachments to solve the customer case. You can use attachment formats such as pdf, jpg, doc, xls, csv, or zip, and upload files up to 10MB to send them in the conversation.

Uploading attachments in HelpDesk

Mentioning

When you're in need, type "@" along with your teammate's name to mention them in a ticket and leave a private note. Anything you write will remain between the two of you as the mentioning only works in private mode.

Using private mode in HelpDesk

Screen recording

The screen recording feature uses the built-in capabilities of your browser for screen sharing. Use the screen recording feature to capture your screen and create a video response.

Recording screens in HelpDesk app

Be specific

Customers contact you when they have questions or something needs clarification. Don't make their task harder, and make sure your answers are straightforward so they can move on.

Take individual approach

Try to understand the customer case and be personal throughout the process. Address the customer by using their name to make them feel welcome. Mirror your customer’s language and behavior to build trust and make the experience enjoyable.

Better yourself

Grow as a professional and strive to learn from every customer message. Be proactive: Join Learning Space courses and fulfill your role to the best of your ability.

Ticket details

Check out the ticket details to track basic information about the customer case and its current progress. The ticket details are made up of three parts: Ticket info, Responsibility, and Requester. Use the available options to manage your ticket, update it, and streamline your workflow.

Ticket ID

The ticket ID is a unique value for every ticket. You can use it to quickly search for a ticket that interests you or use it to communicate with other agents to seek their assistance.

Creation date

The exact day the ticket appeared in your system. You can estimate how much time you have left to send a response to the customer according to your internal rules.

Last message

The exact day the message exchange took place between you and your customer. You can use this information to decide whether to send a follow-up message or close the case.

Ticket details in HelpDesk Ticket details in HelpDesk

Status

Statuses help you identify which tickets need your attention. There are six main statuses that you can use when resolving customer tickets:

Open tickets

When a new ticket is created in HelpDesk, it gets an “Open” status.

Pending tickets

When you respond to an open ticket, its status will automatically change to "Pending".

On hold tickets

A ticket with an “On hold” status is a case that cannot be completed right away and requires consultation.

Solved tickets

Mark a ticket as “Solved” when you’re sure that you’ve provided the customer with the necessary answers and left them satisfied.

Closed tickets

Set the "Close" status when you get a message with information that doesn't apply to you or your team.

Spam

The “Spam” status is reserved for malicious or other unnecessary messages you don’t need to deal with.

Rating

One hour after the conversation, you can ask the customer about their service experience through a short email evaluation survey. You can use this rate to measure and improve satisfaction.

Priority

Use ticket priority to determine how quickly you should handle a ticket. Priority levels define urgency for your team and are tied to the next steps in escalating the case. There are four priority levels in HelpDesk: Urgent, High, Medium, and Low.

Source

The source indicates how the ticket was obtained. By integrating with different communication channels, you can track this data, prioritize different channels, and spend more time on the ones that get you the most customer queries.

Tags

Tags can help you identify a customer case at a glance. Add descriptive tags to characterize your tickets so that you can track, filter, and segregate them with respect to requests.

Deleting a ticket

If you want to delete your ticket, click on the menu in the upper right corner in ticket details.

Team

A team is a specialized group of people who deal with a specific customer case type. To change the team, click on the "Change" button.

Agent

The agent is the person responsible for the ticket and its successful resolution. To change the agent, click on the "Change" button.

Followers

You can add yourself as a follower if you want to be notified of any change in a particular ticket. You can also add other agents as followers to keep them in the loop.

Ticket details in HelpDesk Ticket details in HelpDesk

Customer ticket assignment strategies

Defining responsibilities is a key part of the ticket resolution process. Depending on how you manage your ticket workflow, you can use three effective ticket assignment strategies to share duties and clarify ownership:

Manual assignment

64

Supervisor assignment

Automated assignment

HelpDesk Learning Space banner HelpDesk Learning Space banner

Requester

See the requester's details, such as name or email address. You can change this data at any time to keep information consistent.

+ Add more people

Reach multiple recipients with your message by adding them to the loop. This way, every person related to the case can stay on top of things and be informed.

Ticket details in HelpDesk Ticket details in HelpDesk

3. How the customer sees your message

Perfect! You already know how to manage tickets, but are all those changes made to the ticket details visible to the customer? The answer is no.

Indeed, all ticket changes will be confirmed in the communication feed with a short notification to keep agents and your team up to date. Still, they will remain invisible to your customer. Your customer can only see the messages you sent to them using the communication feed on the left, and they clearly stand out.

Ticket view in HelpDesk
Ticket view in HelpDesk Ticket view in HelpDesk

4. Teamwork on the ticket

HelpDesk is designed for both small and big teams that need to handle customer communication. Working on tickets streamlines information flow between people, speeds up the resolution process, and improves knowledge sharing and productivity. Invite your team to HelpDesk and see how your workflow gets better and better.

Creating teams

Think about the teams in your organization and move them into HelpDesk to reflect your actual workflow. Go to the "Agents" section and click on the "+Add" button to create a new team. Set teams up by skill sets or departments. You can also go a little further and break them down by geography, language, or product line.

Learn more about teams
Creating teams in HelpDesk app

Managing multiple email addresses

You can create a dedicated forwarding address for each of your teams in order to streamline your ticket handling process. This way, you can easily separate messages directed to sales, marketing, or other departments, but still, all communication will drop into one HelpDesk dashboard.

Adding teammates

Move your entire team involved in driving customer success to HelpDesk. Move to the "Agents" section to see your teammates on the list. Click the "+Add" button to invite new users by entering their email addresses, choosing their roles, and assigning them to the proper team.

Choosing roles

When adding a new user, you can select one of three roles to differentiate responsibilities. Depending on the role, you have access to various sections and settings in HelpDesk. Divide roles among teammates to provide excellent customer service.

Inviting agents in HelpDesk app
Admin

Has all possible permissions. When you create a HelpDesk account, you instantly become an admin. As an admin, you can add more users, set global settings, access all reports, and manage your entire HelpDesk account to serve your team best.

Agent

Works with tickets in HelpDesk but doesn't have to make changes to global settings. An agent can use all features to handle customer tickets, change their personal settings, or access reports to see the team's data.

Viewer

Is a free user you can add without updating your subscription details. A viewer has limited access to HelpDesk and can browse or read tickets but can’t take any action. This is an ideal role for people who want to stay informed.

The right person in the right place

Assign your agents to appropriate teams so that their competencies and skill sets align with the team's purpose.

Assigning an agent to a ticket

When a ticket hits your list, know that the customer is in need. Enter the ticket and click the "Assign" button to start skills-based routing. Select a qualified agent who can quickly and efficiently resolve the customer case.

Learn more about assigning Assigning an agent to a ticket Assigning an agent to a ticket

Using cooperation features

HelpDesk is packed with useful features that will speed up the troubleshooting process and improve your team's workflow. Use a set of collaboration features to deliver a great customer experience.

Using private mode in HelpDesk Using private mode in HelpDesk
Private mode in the communication feed

When handling a ticket and writing text in the message area, you can click on the toggle marked Private to enter private mode and send private notes. Use this feature to document your findings on a case, add quick notes, brief a teammate before changing the assignment. You can also use private mode to mention your teammate by typing "@" and their name to assist you if the case is complex.

Learn more about private notes
Followers

Become a ticket follower to oversee the ticket resolution process. Click "Follow," and you’ll be notified of any changes to your ticket in real time. Mention agents, add them to the loop and work together for the best assistance.

Learn more about followers
People in the loop

Click on the "+Add More People" button and add more message recipients. Engage other people who you think should be updated with the information. Add the "People in the loop" parameter to your email template and let your end recipient know who's involved.

Learn more about people in the loop
Shared views in HelpDesk
My views and shared views

Organize your work and click on the "+Add Filter" button to filter out the tickets you want to keep at hand. Then save your settings as a view that allows you to browse through your selected tickets quickly. If you feel the view you created is essential for your team to meet their goals, mark it as "Shared." You can access all created views and "Shared Views" and easily navigate between them using the left side of the main dashboard.

Learn more about views
Collision detection in HelpDesk app
Collision detection

The collision detection feature prevents unwanted situations where several users are working on the same request. Instead, respect each other's work and time by following what the collision detector shows.

Learn more about collision detection
Viewer role in HelpDesk app
Viewer role

Use the viewer role for internal and external professionals who can contribute to solving the customer case. This role is unlimited and free, so your subscription details remain the same.

Learn more about viewer role

5. Branding

Speak to your customers using your voice and elements they can easily associate with you. Customize your HelpDesk account and reflect your company's branding in your communication.

Customize domain

The domain included in your email address can build trust and increase the credibility of your messages. Set up your own domain or use the domain provided by HelpDesk to be seen as a legitimate business.

Set up a domain Customizing domain in HelpDesk

Customize reply address

The email address is one thing that recipients pay close attention to. Tailor your reply address to your team's needs and its mission so that your messages look trustworthy when they hit the inbox.

Set up a reply address Customizing reply address in HelpDesk

Customize email template

Personalize your customer communications and customize the visual appearance of the messages you send using HelpDesk. Include useful parameters, such as ticket ID, agent's name, or ticket history, and let all elements match your branding. This is optional, so if you want to keep it conventional by using plain text, you can always do so.

Set up an email template
Customizing reply address in HelpDesk app

Customize contact form

Create your contact form by writing a header, caption, confirmation, and selecting a team and necessary consents. Then, embed the contact form on your website so that visitors can easily contact you, and you gain another trackable ticket source.

Set up a contact form
Customizing contact form in HelpDesk app

Customize signature

Show who you are and create your signature. It'll be automatically added to messages. You can include images, insert links, and use simple text formatting to make your signature stand out and inspire trust.

Set up a signature
Customizing signature in HelpDesk app

Be credible

If you add branding elements, you can increase customer confidence in your messages and build trust.

Automation

Speed up your customer service workflow with available ticket management and messaging features.

1. Automated workflows

Automated workflows in HelpDesk Automated workflows in HelpDesk

Leave the manual work behind and bring automation into your day. Create automated workflows to cut out repetitive and labor-intensive tasks and lower the time spent on handling tickets. HelpDesk automation is easy to use and intuitive no matter how technologically advanced you are.

Set up automated workflows

You can also use pre-made automated workflow templates to get a quick start.

Automated workflow in HelpDesk app

2. Canned responses

Have all the answers at your fingertips. Save the most common messages as canned responses to focus on more complex customer cases and unusual queries. Also, canned responses can help you maintain consistency in your brand's tone of voice and customer communications as your team is made up of different people with vibrant personalities.

Canned responses in HelpDesk app

Keep resources

Save links to external resources, e.g., your product sign-up page, help center, FAQ, product pages so you have them at hand when needed. Type #resources, and your aids are already here.

Work smarter

With canned answers, you don't have to learn everything by heart. Instead, the answers are ready and waiting for you to recall them. This option will especially appeal to the newbies on your team and help them feel more confident.

Save instructions

Keep multi-step instructions as canned responses, but send them in manageable chunks. Break down the entire instruction into several easy-to-digest canned responses so you can be precise and considerate.

3. Integrations

Integrate HelpDesk with the apps and tools you use every day to build relationships and serve customers. Grow your HelpDesk account with dedicated integrations and exchange data between systems to increase your efficiency.

Create helpful chatbots

If you want to engage your customers from the moment they enter your website, you should try ChatBot. This little buddy can serve 24/7 as your first-line support agent and answer all the simple questions for you. Scale up your support services without increasing employee headcount.

Metrics

Customer support is also about measuring your performance to better yourself. Dive into historical records based on your conversations, available in the "Reports" section, and see if you've met your goals over time.

1. Report types

HelpDesk tracks your ticket activity in real time so that you can draw conclusions and improve support. Use the five available reports to follow your customer service progress.

Reports in HelpDesk

Last 7 days

A summary of the last seven days of ticketing activity.

New tickets

A summary of the number of tickets received in a given time period.

Ticket satisfaction

An overview of the ticket ratings given by your customers.

First response time

An overview of how quickly your customer gets an answer to their question.

Solved and closed

A summary of the number of solved and closed tickets.

As an admin, you can also export your data to gain in-depth insight into tickets and create custom analytics.

Weekly summary reports

Admins can get a report with an overview of the team's customer service achievements in a single message. You can set this notification in your user profile settings. It's an excellent way to keep track of your weekly efforts and stay up to date.

Weekly reports in HelpDesk app

2. Improve customer satisfaction

If your customer ticket ratings leave you unhappy, don't worry. We can help you do better. Improve your ratings in a few simple steps:

Learn from every case

Analyze your results daily and decide what went right or wrong. Get all customer feedback right after the conversation.

Satisfaction report in HelpDesk Satisfaction report in HelpDesk

Send a follow-up message

Follow up if there has been no activity on a ticket for a long time. Learn how to use follow-up messages effectively.

Follow-up messages in HelpDesk Follow-up messages in HelpDesk

Listen and gather data

Proactively collect information about the customer case to streamline the troubleshooting process.

Gathering data in HelpDesk Gathering data in HelpDesk

Stick to the etiquette

Follow email etiquette and be professional. Learn how to do this by joining Learning Space courses.

Email etiquette example Email etiquette example

Openly ask for help

Bring other professionals into the conversation as needed to make the customer feel cared for.

Private mode in HelpDesk Private mode in HelpDesk

Be lightning fast

Use pre-made canned responses to speed up your response time. Make sure you have a proper support work plan.

Canned responses in HelpDesk Canned responses in HelpDesk

Dig into our resources

We're available 24/7

Reach for this handbook whenever you need help or seek inspiration. Chat with us if you need assistance.

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