Momscode - Frappe Helpdesk

Helpdesk Configuration

1. Configure Email Domain & Account- configure an email account as default incoming / incoming. Ideally incoming and outgoing email account should be different.

2. Configure Agents - (Roles, Agents, and Team)

3. Invite Agents -when we invite an agent by email, HD Agent document will be created automatically, Once the confirmation done by the email recipient It will be included in agent list and a user(system user) will be created . Then we can assign the role as Manager / Agent.We can create teams based on expertise/type support etc and can add agents into different teams. An agent can be part of multiple teams.

4. Invite Customers(Create & invite a contact) - Create contact with the details like email, First name, Company and save. Then open the contact and select 'Invite as User'.Once the invited user complete registration with reference to email received, user will be get created. then we have to assign the role.

5.Create a Ticket - new button to be used to create new ticket. Assign a ticket to agent - by clicking assign button. Ticket can be split to another ticket with different subject with reference to a comment/email update. not from reply.

6.Reply on ticket - only reply on ticket will be visible to the customer.

7.Add a comment on ticket - Comment on ticket will =be visible to agents

8. Create an article -- To create different article in different category of Knowledge Base.

9. Explore customer portal - can be managed the view by custom views.

10. Canned Response - Its an option to define the response text for a repeating query/Similar reply can be provided to any no. of tickets

11. Role -- 1.Helpdesk contact - Role for Customers. It should be assigned manually. 2. Agent- for team members 3. Agent Manager- For admin of Helpdesk 4. Support Team - for admin of helpdesk/system

12. Notification - can be configured using 'Notification'- it can be done against an action taken in ticket. Some notification are configured by default like, reply action in a ticket, Ticket assignment to an agent. Set Property After Alert section should be updated for the status field with value 'Open'

13. SLA - Create by using the document- HD Service Level Agreement. We can define default Priority, validity period, Response and Resolution timeline. Can define the status of ticket which is considering in the fulfillment of SLA also we can define the status which pause the SLA timer. Can define HD Service Holiday List and pause the SLA timer with reference to it. Ticket priority can be configured in SLA and in HD settings. first preference to the value set in the HD settings.

      One default SLA should be configured in the system
    

14.HD View - creating against custom views creating by each user and its displays only in corresponding user portal.

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