The advantages of using a Help Desk on an ecommerce site

Can the Cuborio ecommerce Help Desk be customised to suit specific business needs?

Yes, the Help Desk module can be customised to fit specific business needs.

Our integrated Help Desk system extension offers several customisation options that allow companies to tailor the module to their specific needs. Some of the customisation options include:

• Customisable forms: The module provides additional types of forms that can be linked to the internal messaging system. Companies can customise these forms to collect specific information from customers or to align with their own brand.
• Rule-based notifications: The Help Desk module allows companies to set rules for notifications. These rules can be customised to determine when and how notifications are sent to agents or customers. For example, companies can set up rules to send notifications only during certain business hours or to specific agents based on their expertise.
• Categorisation of tickets: Companies can customise the categorisation of tickets according to their specific needs. Cuborio has an ecommerce extension to manage bookings and ticketing and with our helpdesk you can create customised ticket categories, labels or tags to organise and prioritise incoming requests.
• Assignment of departments and agents: The module allows companies to create different departments and assign agents accordingly. This customisation ensures that requests are directed to the right department or agent, improving efficiency and response times.

Responses can be sent by either the operator or the sender and will be displayed within the internal conversation

Each internal conversation can be labelled, assigned to a specific agent, assigned to a department or marked as urgent.

Is it possible to customise the categorisation of tickets according to different criteria?

Yes, with the Help Desk module it is possible to customise the categorisation of tickets according to different criteria. Cuborio's Help Desk module gives companies the flexibility to create customised ticket categories and define criteria for categorising incoming tickets.
Here are some ways in which ticket categorisation can be customised:

• Labels or tags: In addition to ticket categories, companies can use labels or tags to further categorise tickets. Labels or tags can be customised to reflect specific ticket attributes or characteristics. This allows for more granular categorisation and easier filtering or searching of tickets according to specific criteria.
• Automatic Categorisation Rules: The Help Desk module can be customised to automatically categorise tickets according to pre-defined rules. These rules can be set to assign specific categories or labels to tickets based on criteria such as keywords in the subject or body of the ticket, the email domain of the sender or other relevant attributes such as assignment to an agent.
• Agents can view all conversations assigned to them or to a specific department. Agents can reply to conversations and update the status of the conversation (e.g. waiting for a reply from the sender). The sender will receive notifications when there are new messages or updates in the conversation. Agents can close a conversation when the problem has been resolved or when it is no longer necessary to continue the communication

Conclusions

A Help Desk on an ecommerce site offers numerous advantages for both sellers and customers. It enables efficient handling of customer enquiries, improving the customer experience, offering detailed tracking of requests, improving operational efficiency and better managing priorities. In addition, it can be used to provide pre-sales support and increase sales opportunities.

Using Cuborio's Help Desk module allows you to make the most of all these benefits and improve customer service on an ecommerce site overall.