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Highly Effective Best Practices used by StaffCloud.net for eDesk

The appeal of employing an eCommerce help desk like eDesk is that it links to all of your selling and support platforms, allowing you to quickly collect all of your consumer data and fill out responses automatically.

Here, we’ll go through some of the most essential features of eDesk utilized by StaffCloud agents along with best practices to increase their productivity.

 

1. MAILING

On the top navigation, you’ll notice that we’re in the “Mailbox” area and all your messages from your customers are shown here.

My Tickets

We start from the My Tickets tab which is the first option at the left navigation panel. Here one can check the tickets assigned to them specifically.

To-do List

It’s a list of the new tickets that have yet to be handled by an agent.

Waiting

It includes tickets that have been received and acknowledged by the agents, but the query has yet to be settled. It’s a list of questions for which we are still waiting for further response from the customers.

Resolved

A resolved ticket implies that it is in the next-to-last stage of its lifecycle where the customer’s concern has been addressed by the agent and is waiting for the customer to acknowledge and close it. When a customer responds to you or sends another email, the ticket will be reopened in the resolved status OR it will be Closed automatically by eDesk after a specified set of hours.

2. SEARCH & FILTERS

The search bar and the filter options are at the top of the mailbox on the right corner side of the agent’s eDesk account.

The Search box is used to find a ticket based on relevant keywords from customers’ details or order details as required.

An agent must first hover the mouse over the filter icon to generate a new filter or to view the existing ones.

Quick Filters

These are the default filters created according to the marketplaces. It appears at the top in the filter section when we hover the mouse on the filter icon.

Create New Filter

An agent can create a filter depending upon the different conditions like a marketplace, ticket type, the status of the ticket, agents etc. 

It allows an agent to see a comprehensive list of tickets of similar types.

3. TAGS

Tagging tickets enables us to categorize the tickets as per different criteria like a marketplace, query type, team, etc. and one of the best ways to organize the ticket queue.

4. INSIGHTS

The eDesk Insights can give us a more complete picture of how the team is performing overall based on the Metrics and Data in the system.

Individual Agents Insights

We can review & analyze every individual agent’s performance.

Handled tickets

The number of tickets an agent has interacted with over the selected period.

Average Handling time

The average time is taken by an agent to respond to a query.

Messages sent

Total Number of messages sent by an agent for the selected period.

Internal Notes

The number of internal notes created by an agent.

One and Done

The percentage of queries resolved in one response.

5. SETTINGS

This section allows an admin to customize eDesk to meet the requirements of the organization.

  • The new customized templates & snippets can be created here. An admin can also set up or delete a user account from here.
  • New tags can be added.
  • Agents’ roles can be determined with a certain set of rules. E.g., which agent will do which marketplace tickets. Once the role set-up is done, only those marketplace tickets will appear in the agent’s queue.
  • An agent can set up their signature like other emailing platforms also.

TICKET OVERVIEW

1. A predefined response for a certain situation is called a template. Agents can apply the template in this section according to the query.

2. On the right pane of the ticket we can see customer Information & the complete order detail.

3. The title of the ticket with specific tags at the top to identify the query type and the marketplace it belongs to.

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