Workshop Date: Version: v0.4

Transcription

1 1

2 Workshop Date: Version: v0.4 2

3 Zendesk Tools: We re only using the support tool for the moment 3

4 Platforms: Browser ios 4

5 Why not simply use regular ? Team Service «Agents» Colleagues «Light Agents» Customers «End User» Better work distribution Monitor inquiry status Better communication flow (threaded conversation) Transparency between all Customer Service offices (Molteno, Ascoli, Badalona, Shanghai, USA) Big Data Mining Possibility of tracing the status of a specific inquiry Efficient collaboration with all Customer Service offices through an innovative and intuitive platform Access to «MFL GROUP Customer Service» Portal Possibility to monitor the status of their iniquiry. One single interface independently from manufacturer of machine brand 5

6 Definitions Private Note (Internal Note): A message sent internally between Agents and/or Light Agents Agents (Team Service) End User (Customer) Public Reply: A message sent to the Customer (Requester) by an Agent MFL Colleagues (Light Like in Twitter, a means the message is directed to you Cc: Like in a regular , Cc means your are simply in copy but a response is not expected from you 6

7 Just a few rules to keep in mind 1 Customer service@mflgroup.com «Agents» A ticket is automatically created in Zendesk Agents can copy (Cc) Light Agents if necessary) 2 Customer xyz@mflgroup.com «Light Agent» Mailing Group «Ufficio Service» «Agents» Ticket Requester: The Customer (or Sales Agent) will be manually indicated as the Ticket Requester. The Requester cannot be a Light Agent Agents can copy (Cc) Light Agents if necessary) A ticket is manually created in Zendesk 7

8 Log-in (Browser) Step 1: mflgroup.zendesk.com Step 2: Your Corporate Enter Password Reset your password if you have never logged-in or have forgotten it 8

9 Log-in (ios App )

10 Settings (ios App ) 2 If you are a Light Agent (in other words not part of the Customer Service Team), turn on only this option ( Tickets I m a CC on) 3 You can also customize the notification frequency (ex: off during weekends) 1 Click on the settings icon to access this menu 10

11 Log-in (IBM Verse) Step 1: mail.notes.ce.collabserv.com/verse Step 2: Your Corporate Your IBM Lotus Notes Password Note: This platform is nothing else than you corporate in the cloud and it lives in your browser. It brings tons of advantages such as: fast archiving, threaded , filtering options, crisp interface, etc. Your login and password are the same as for IBM Lotus Notes. This software is already available to everybody at MFL GROUP with the exception of the Sales Team members with access to TdB. 11

12 MFL GROUP Zendesk Main Portal This is the MFL Zendesk portal page and can be configured however we want with the public/private information that we want. It s like a website landing page. In the near future it will be open to the customers as well. 12

13 Interacting with tickets (requests) A. Notification (for Light Agents) B. Profile View (for Light Agents) C. Views (for Agents) D. Home / Dashboard (for Agents) 13

14 Only for Light Agents 14

15 A. Notification (for Light Agents) Option 1: Respond from Zendesk Platform (Recommended) Option 2: Respond from (IBM Verse Recommended) 15

16 A. Notification (for Light Agents) Option 1: Respond from Zendesk Platform (Preferred) Scenarios: You re OR you re in Cc Clicking on ticket # in your notification will automatically open the ticket thread in the Zendesk browser platform Type your response here. Light Agents are only able to create internal notes. You will see the complete ticket history 16

17 A. Notification (for Light Agents) Option 2: Respond from (IBM Verse Recommended) Scenarios: You re OR you re in Cc Replying by to a Private Note will automatically include your reply in the Zendesk ticket thread. Type your response here. It will be added to the ticket thread automatically as an internal note (private note) 17

18 B. Profile View (for Light Agents) Click 2 Click 1 Zendesk Profile View: You can keep your (on IBM Verse) open side-by-side with the Zendesk Platform an keep track of the tickets that need your attention. 18

19 B. Profile View (for Light Agents) Groups: This is the team to which you belong Assignee: who s in charge of the ticket Select CCs: You can see all the tickets where you are in copied Status: which tickets in which you are in copy area open, solved or closed Reorder: you can reorder the list of tickets by clicking on any column (by Assignee, by Requester, etc.) 19

20 Only for Agents Disregard this section if your not a part of the Customer Service Team 20

21 C. Views (for Agents) Click 1 Click 2 21

22 C. Views (for Agents) Support Views My Unsolves Tickets is probably the most useful view. These are tickets assigned to you that still need work in order to be solved This eye icon let s you know if someone else is viewing the ticket at that moment There are a variety of columns that let you sort the ticket however you want. 22

23 C. Home / Dashboard (for Agents) Home / Dashboard Open tickets assigned to you Updates to tickets assigned to you 23

24 Thank you! 24