Sections in the "Service desk" add-on

To access the module, open the left-hand side menu and select "Service desk". You will be taken to the module menu.

Dashboard

This section shows you the main indicators of your support team's work: how many requests there are and at what stage, what's the waiting time.

Statistics

Here you can see the following data:

- Dynamics of requests by months;

- Done requests by responsibles;

- Created service requests;

- Lead time by months.

You can select a period to display the data on the charts, as well as download the report in a convenient format.

Requests

In this section you can find information on all requests: service, author, status, column, creation date, start date and execution date. You can download the table, add additional fields to it^ filter the requests. Column boundaries can be moved as you wish.

Services

Here you can create a service for receiving requests and edit existing ones.

Service allows you to create a configuration - which board the request will go to. For example, create a service "Problems and bugs" and specify the board "Product issues".

When the user selects where to write, he/she will select "Problems and bugs" and a card will be created based on the request on the relevant board.

You can also configure existing services in this section.

• Hide service. By default, users of the service-desk will have all services available for selection. If you want to hide a particular service, configure the access restriction. Click the service you have created and click the "Restrict access to service" link.

• Allow or prohibit the author of the request to add external recipients to the request, so that notifications about work on the request will also be sent to their e-mails.

• Set field visibility. When a customer creates a request in the service of the Service desk module, it is automatically converted to a card on the board. If checklists, links, tags and other information are added to this card, the request author will see it. Fields visibility can be changed in the service settings. Tick the fields that will be visible to the author in the section "Visible card fields".

• Create a dynamic form of filling in a Service desk request. You can set fields in such a way that the form of the request changes in case some certain fields are filled in in a certain way. In the "Fields in request" section add necessary fields and choose the conditions of field reflection in the "Display condition" section. You can set the values of the fields already included in the request as conditions.

• Add a grade (voting) to the request. You can add the "Voting" field to the request to allow the author of the request to rate the service. To add such a field, select which field to add or create a new one under "Vote setting".

Access to the service desk

Here you can create email patterns. They define who can use your service-desk. 

If you specify the domain gmail.com in the pattern, then any user who has a *@gmail.com email address will be able to write to you. As a rule you will have to specify your company domain here.

You can also enter specific addresses into the pattern.

If no email pattern is specified, any user with any email address will be able to sign in.

Settings

When you create a service for receiving requests, an automatically generated email address (circled in red in the picture) appears on the frontend. 

However, as a rule, companies set up the address like support@company.name and configure forwarding of e-mails from there.

How to set up forwarding of e-mails from popular services:

1. Google

2. Microsoft Outlook

In this case you need to add the address (or addresses) you've chosen for forwarding in the "Settings" section to avoid creating duplicate requests. 

If you do not enter a forwarding address in this field, it will go to additional recipients addresses in the application.

Template answers

You can use template answers to reply to your clients in the service desk requests and simultaneously move the cards to the necessary columns. It can help to save your time and unify the communication with requestors.

In the "Template answers" section you can create template answers for similar comments you regularly send to your clients in their requests.

For example:

For a new request you can create the following template answer: "Hi, {{request.owner}}, we received your request {{request.title}} and will start working on it soon. It will take us about 10 minutes to get back to you".

For the pending/queued request the template answer can be as follows: "{{request.owner}}, hello! In order to solve your problem we need to include the developers team. Due to it the waiting time will increase. As soon as the appropriate specialist is free, we'll solve the problem you mention and get back to you".

When the request is done you can reply with: "{{request.owner}}, the problem mentioned in your request {{request.title}} is solved. You can now check the behaviour on your end and evaluate the work of the Support team right in the notification email or within the Customer portal".

1. Click on the "Create template answer" button to open the settings.

2. In the window that opens fill in the template answer name. It will only be visible to your employees who work on requests.В

3. Then type in the comment itself. You can insert fields for auto-substitution there: Request ID or title, Request author.

All that's left is to save the template answer!

There are two fields for filling in in the request comments:

1. Standard manual comment field;

2. Field for choosing template answer.

To send a customer a template answer click on the second filed and pick up one of the suggested variants.

Organizations

You can view and comment not only in your support tickets, but in your colleagues' ones in case you are in one and the same "Organization".For it you need to create an organization and invite users there.

By creating organizations you can create groups of users:

• People who are added to an Organization can view and comment in each other's support requests in the customer portal.

• You can create an unlimited number of organizations, uniting various users.

• The same users can be members in multiple organizations.

You can also manage access rights of users within the organization in the same section. You can let them manage the organization via the Customer portal even if they don't have access to your FlowFast account and spaces. They can change the access rights or delete users from the organization.

1. Go to the Organizations sections in Service desk, pick up the needed organization and click on the "Members" icon:

2. Choose the required user and click on the up arrows icon,– Allow users to be managed.

Members

Here you will find a table with a list of users who have left a support request, but are NOT FlowFast users (i.e. are not members of the company and do not have guest access).

Telegram bot

Here you can find the API key to create a Telegram bot. This will allow your customers to contact support via messenger. With the telegram bot, customers will be able to receive notifications, respond to comments and create new requests directly from the messenger.