What is Helpdesk for?
During the outreach, your contacts might raise matters that you will want to follow up with. For example, a contact who wants to speak to the candidate, an topic that a supporter mentions, or someone who wants more information on a specific product.
Follow-up requests can be logged as text from both the Walk and Go apps and will be synced to your dashboard for you to follow up on them.
These will populate in the Helpdesk section on the dashboard.
To get started, select the Helpdesk page on the dashboard:
These are the four main components of the Helpdesk page:
Creating a New Request
Actions & Filtering
View Request Details
Emailing a contact & internal notes
1. Creating a new Request
Click on the + icon to create a new Request which will open the dialog below.
From here, complete the fields where appropriate, and select Save to create a new request. The new request will appear in the Helpdesk requests.
Ability to search for the contact's name within the Database
Complete the form, adding details such as a description of the request
Make sure to Save before you finish creating your New Request
2. Actions & Filtering
Filtering
The filter functions allow you to segment your request database by status.
Please see the below filter options:
There is also a variety of action items that can take place as part of your Helpdesk handling you can also do this in the follow-up request itself:
Follow-up Request Actions
The action options are explained from left to right:
Assign request(s) to a member of your team
Change the Status (options - New, Acknowledged, Open, On-Hold, Closed)
Change the Priority of a request (options - None, Low, Medium, High)
Add contact(s) to list
Delete request(s)
3. View Follow-up Request Details:
4. Replying to Requests & Internal notes
You can send follow-up emails direct to contacts in relation to a request using the Email feature.
Click on the email tab for the selected request and select the sender, recipient, subject, and main body of the email.
You can attach documents to the email by selecting the paper clip icon at the bottom of the email section.
Click SEND when you have finished composing your email.
All responses to the email thread will appear in the center column.
Note: Emailing via Helpdesk is limited to paid subscriptions only. Those who are still enjoying their 7-day free trial will receive the following message when trying to email via the Helpdesk:
Internal Notes
Add internal notes to request threads and discuss questions behind the scenes with team members before replying.
Click on the NOTE tab and enter the note details and click ADD NOTE when finished.
Internal notes will appear in the center column:
If you have any additional questions please contact: support@ecanvasser.com