Can Cuborio's e-commerce Help Desk be customised to suit specific business needs?
Yes, the Help Desk module can be customised to suit specific business needs.
Our Integrated Help Desk system extension offers several customisation options that allow businesses to tailor the module to their specific needs. Some of the customisation options include:
- Customisable forms: The module provides additional form types that can be linked to the internal messaging system. Businesses can customise these forms to collect specific information from customers or to align with their 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 rules to send notifications only during certain working hours or to specific agents based on their expertise.
- Ticket categorisation: Companies can customise ticket categorisation according to their specific needs. Cuborio has an e-commerce extension to manage bookings and ticket offices, and with our help desk, you can create custom ticket categories, labels or tags to organise and prioritise incoming requests.
- Department and agent assignment: 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 tagged, assigned to a specific agent, assigned to a department, or marked as urgent.
Is it possible to customise ticket categorisation based on different criteria?
Yes, with the Help Desk module, you can customise ticket categorisation based on different criteria. Cuborio's Help Desk module offers businesses the flexibility to create custom ticket categories and define criteria for categorising incoming tickets.
Here are some ways you can customise ticket categorisation:
- 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 attributes or characteristics of tickets. This allows for more granular categorisation and easier filtering or searching of tickets based on specific criteria.
- Automatic categorisation rules: The Help Desk module can be customised to automatically classify tickets based on predefined rules. These rules can be set to assign specific categories or labels to tickets based on criteria such as keywords in the ticket subject or body, the sender's email domain, 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 conversation status (e.g., awaiting 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 issue has been resolved or when further communication is no longer necessary.
Conclusions
A Help Desk on an e-commerce site offers numerous advantages for both sellers and customers. It enables efficient management of customer requests, improving the customer experience, offering detailed traceability 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 take full advantage of all these benefits and improve overall customer service on an e-commerce site.
