![]() ![]() ![]() Learn how to set up replies in this article. In this case, it can make more sense for you to change the board configuration to move replies back to the "New Inquiries" column. When you receive replies to existing emails on Drag boards, you can choose if those replies will stay on the same column where they were left or go back to the first column of that board.įor example, if your board is divided into "New Inquiries", "In Progress", "Escalated" and "Closed" and you receive a reply to an enquiry that is under the "Closed" column, that enquiry is likely not "closed" anymore and may require further action from your team. Read here the step by step to set your reply default.ĭefine where email replies will load on Drag boards If you define as your default reply email, all replies will come straight from (yes, even if you are logged in to your personal account!). With Drag, you can reply to emails from your own personal email address or a shared email address such as than that, you can choose a "Reply Default" for your emails. Each color can represent the level of urgency of a ticket, its current status, the timezone in which that customer is (so your agents don't call them at 4 am □), or something else.Įxtra tip: Create a fixed card with the colors and respective meanings to quickly help the team get used to them. You can also organize your cards visually with color-coding. You can easily filter your boards by tags, which is very handy when there is a mix of different inquiries on a board.ģ. For example, you may want to tag tickets according to the customer plan, company size, type of enquiry they have (technical support, usability question, admin, etc.), or anything else. The names will be auto-saved.Ĭreate Drag's shared tags to categorize inquiries based on key information about each customer or ticket. There will be an inline editing input field, just type the desired title and click outside the input field. To rename the columns/lists, simply click on their titles (on the top left). For example, you may want to split inquiries into: Customize columns / lists for HelpdeskĬustomize your columns (if you are using Kanban view) or lists (if you are using list view) to adapt Drag to your Helpdesk workflow. You can categorize customer inquiries in 4 ways using Drag:ġ. Work gets easier when you can simply know what is happening without asking around or digging in for information. ![]() If you go for the Kanban view, don't forget to customize the the columns width by dragging and dropping them like in a spreadsheet cell □. Here's how you can change between kanban or list views. Here's a step by step to create a new board for your Helpdesk inbox. You will need to:Īdd incoming emails (i.e., choose which inbox or Google Group you want to assign to that board). Whether your Helpdesk email address is a real email account (with password), a Google Group, or simply an alias, you can plug them into your Drag boards to receive tickets into one shared workspace. The first thing to do is create a Helpdesk board, where incoming inquiries will load in real-time. Take these first steps to customize Drag according to you Helpdesk requirements.Ĭreate boards to manage incoming customer inquiries Read a real case study on how customers use Drag as a Helpdesk. Get help on replies with shared drafts. Give context to all tickets with Drag tabs and internal chat. Control when and by whom things are getting done. Turn the most used responses into shared templates. Define where email replies will load on Drag boards. Define where your replies will come from. Create boards to manage incoming customer inquiries. This guide explains you how to turn Gmail into your new collaborative ticketing system with Drag. No more converting emails into tickets or tickets into Emails. With Drag, you can handle these tickets (or emails) directly from Gmail. Customer support teams often use different platforms to manage incoming tickets.
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