Application status is open or new. Information about legal entities and individual entrepreneurs in respect of which documents for state registration are submitted. Using Statuses in Automation Rules

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Federal Tax Service of Russia for the Kemerovo Region 4202 - Interdistrict IFTS of Russia No. 3 for the Kemerovo Region 4205 - IFTS of Russia for the city of Kemerovo 4212 - Interdistrict IFTS of Russia No. 2 for the Kemerovo Region 4213 - Interdistrict IFTS of Russia No. 1 for the Kemerovo Region 4214 - Interdistrict IFTS of Russia No. 8 for the Kemerovo Region 4217 - IFTS of Russia for the Central District of Novokuznetsk, Kemerovo Region 4222 - Interdistrict IFTS of Russia No. 5 for the Kemerovo Region 4223 - Interdistrict IFTS of Russia No. 11 for the Kemerovo Region 4230 - Interdistrict IFTS of Russia No. 7 for the Kemerovo Region 4246 - Interdistrict IFTS of Russia No. 9 for the Kemerovo region 4250 - Interdistrict IFTS of Russia No. 12 for the Kemerovo region 4252 - Interdistrict IFTS of Russia No. 13 for the Kemerovo region 4253 - Interdistrict IFTS of Russia No. 4 for the Kemerovo Region 4350 - Interdistrict IFTS of Russia No. 14 for the Kirov Region 4400 - Federal Tax Service of Russia for the Kostroma Region 4401 - IFTS for the city of Kostroma 4501 - IFTS of Russia for the city of Kurgan 4600 - Federal Tax Service of Russia for the Kursk Region 4632 - Federal Tax Service of Russia for the city of Kursk 4700 - Federal Tax Service of Russia for the Leningrad Region 4704 - Federal Tax Service of Russia for the Vyborgsky District of the Leningrad Region 4827 - Interdistrict Federal Tax Service of Russia No. 6 for the Lipetsk Region 4900 - Federal Tax Service of Russia for the Magadan Region 4910 - Interdistrict Federal Tax Service of Russia No. 1 for Magadan regions 4911 - Interdistrict IFTS of Russia No. 2 for the Magadan Region 4912 - Interdistrict IFTS of Russia No. 3 for the Magadan Region 5000 - Federal Tax Service of Russia for the Moscow Region 5001 - IFTS of Russia for the city of Balashikha, Moscow Region 5003 - Interdistrict IFTS of Russia No. 14 for the Moscow Region 5004 - Interdistrict IFTS of Russia No. 19 for the Moscow Region 5005 - IFTS of Russia for the city of Voskresensk, Moscow Region 5007 - IFTS of Russia for the city of Dmitrov, Moscow Region 5009 - IFTS of Russia for the city of Domodedovo, Moscow Region 5010 - Interdistrict IFTS of Russia No. 12 for the Moscow Region 5011 - IFTS of Russia for Egorievsk, Moscow Region 5012 - Interdistrict IFTS of Russia No. 20 for the Moscow Region 5017 - IFTS of Russia for the city of Istra, Moscow Region 5018 - Interdistrict IFTS of Russia No. 2 for the Moscow Region 5019 - Interdistrict IFTS of Russia No. 18 for the Moscow Region 5020 - IFTS of Russia for the city of Klin, Moscow Region 5022 - Interdistrict IFTS of Russia No. 7 for the Moscow Region 5024 - IFTS of Russia for the city of Moscow Krasnogorsk, Moscow Region 5027 - Interdistrict IFTS of Russia No. 17 for the Moscow Region 5029 - IFTS of Russia for the city of Mytishchi, Moscow Region 5030 - IFTS of Russia for the city of Naro-Fominsk, Moscow Region 5031 - IFTS of Russia for the city of Noginsk, Moscow Region 5032 - Interdistrict IFTS of Russia No. 22 for the Moscow region 5034 - Interdistrict IFTS of Russia No. 10 for the Moscow region 5035 - IFTS of Russia for the city of Pavlovsky Posad, Moscow region 5038 - Interdistrict IFTS of Russia No. 3 for the Moscow region 5040 - Interdistrict IFTS of Russia No. 1 for the Moscow region 5042 - IFTS of Russia for the city of Sergiev Posad, Moscow Region 5043 - Interdistrict IFTS of Russia No. 11 for the Moscow Region 5044 - IFTS of Russia for the city of Solnechnogorsk, Moscow Region 5045 - IFTS of Russia for the city of Stupino, Moscow Region 5047 - Interdistrict IFTS of Russia No. 13 for the Moscow Region 5048 - IFTS of Russia for the city of Chekhov, Moscow Region 5049 - Interdistrict IFTS of Russia No. 4 for the Moscow Region 5050 - Interdistrict IFTS of Russia No. 16 for the Moscow Region 5053 - IFTS of Russia 5072 - Interdistrict IFTS of Russia No. 8 for the Moscow Region 5074 - Interdistrict IFTS of Russia No. 5 for the Moscow Region 5075 - Interdistrict IFTS of Russia No. 21 for the Moscow Region 5081 - Interdistrict IFTS of Russia No. 23 for the Moscow Region 5102 - Interdistrict IFTS of Russia of Russia No. 1 for the Murmansk region 5105 - Interdistrict IFTS of Russia No. 7 for the Murmansk region 5108 - Interdistrict IFTS of Russia No. 5 for the Murmansk region. 5110 - Interdistrict IFTS of Russia No. 2 for the Murmansk Region 5118 - Interdistrict IFTS of Russia No. 8 for the Murmansk Region 5190 - IFTS of Russia for the city of Murmansk 5275 - MRI of the Federal Tax Service of Russia No. 15 for the Nizhny Novgorod Region 5300 - Federal Tax Service of Russia for the Novgorod Region 5321 - Interdistrict IFTS of Russia No. 9 for the Novgorod region 5331 - Interdistrict IFTS of Russia No. 1 for the Novgorod region 5332 - Interdistrict IFTS of Russia No. 2 for the Novgorod region 5336 - Interdistrict IFTS of Russia No. 6 for the Novgorod region 5476 - Interdistrict IFTS of Russia No. 16 for the Novosibirsk region 5543 - Interdistrict IFTS of Russia No. 12 for the Omsk region 5658 - Interdistrict IFTS of Russia No. 10 for the Orenburg region 5749 - Interdistrict IFTS of Russia No. 9 for the Oryol region 5835 - IFTS of Russia for the Oktyabrsky district of Penza 5958 - Interdistrict IFTS of Russia No. 17 for the Perm Territory 6000 - Federal Tax Service of Russia for Pskov region 6027 - Interdistrict IFTS of Russia No. 1 for the Pskov region 6196 - Interdistrict IFTS of Russia No. 26 for the Rostov region 6200 - Federal Tax Service of Russia for the Ryazan region lasti 6214 - Interdistrict IFTS of Russia No. 7 for the Ryazan region 6219 - Interdistrict IFTS of Russia No. 5 for the Ryazan region 6225 - Interdistrict IFTS of Russia No. 10 for the Ryazan region 6226 - Interdistrict IFTS of Russia No. 9 for the Ryazan region 6232 - Interdistrict IFTS of Russia No. 4 for the Ryazan region regions 6234 - Interdistrict IFTS of Russia No. 2 for the Ryazan region 6313 - IFTS of Russia for the Krasnoglinsky district of the city of Samara 6451 - Interdistrict IFTS of Russia No. 19 for the Saratov Region 6500 - Federal Tax Service of Russia for the Sakhalin Region 6501 - Interdistrict IFTS of Russia No. 1 for the Sakhalin Region 6504 - Interdistrict IFTS of Russia No. 5 for the Sakhalin Region 6507 - Interdistrict IFTS of Russia No. 3 for the Sakhalin Region 6509 - Interdistrict IFTS of Russia No. 2 for the Sakhalin Region 6517 - Interdistrict IFTS of Russia No. 4 for the Sakhalin Region 6658 - IFTS of Russia for the Verkh-Isetsky District of Yekaterinburg 6700 - Federal Tax Service of Russia for the Smolensk Region 6733 - Interdistrict IFTS of Russia No. 5 for the Smolensk Region 6820 - Interdistrict IFTS of Russia No. 4 for the Tambov Region 6906 - Interdistrict IFTS of Russia No. 2 for the Tver Region 6908 - Interdistrict IFTS of Russia No. 3 for the Tver Region 6910 - Interdistrict IFTS of Russia No. 4 for the Tver Region 6912 - Interdistrict IFTS of Russia No. 5 for the Tver Region 6913 - Interdistrict IFTS of Russia No. 6 for the Tver Region 6914 - Interdistrict IFTS of Russia No. 7 for the Tver Region 6915 - Interdistrict IFTS of Russia No. 8 for the Tver Region 6952 - Interdistrict IFTS of Russia No. 12 for the Tver Region 7031 - Interdistrict IFTS of Russia No. 7 for the Tomsk Region 7100 - Federal Tax Service of Russia for the Tula Region 7154 - Interdistrict IFTS of Russia No. 10 for the Tula Region 7232 - Interdistrict IFTS of Russia No. 14 for the Tyumen Region 7325 - IFTS of Russia for the Leninsky district of Ulyanovsk 7400 - Federal Tax Service of Russia for the Chelyabinsk region 7456 - Interdistrict IFTS of Russia No. 17 for the Chelyabinsk region 7505 - Interdistrict IFTS of Russia No. 5 for the Trans-Baikal Territory 7513 - Interdistrict IFTS of Russia No. 6 for the Trans-Baikal Territory 7527 - Interdistrict IFTS of Russia No. 7 for the Trans-Baikal Territory 7530 - Interdistrict IFTS of Russia No. 4 for the Trans-Baikal Territory 7536 - Interdistrict IFTS of Russia No. 2 for the city of Chita 7538 - Interdistrict IFTS of Russia No. 8 for the Trans-Baikal Territory 7580 - Interdistrict IFTS of Russia No. 1 for the Trans-Baikal Territory 7627 - Interdistrict IFTS of Russia No. 7 in the Yaroslavl region 7700 - Federal Tax Service of Russia for Moscow 7746 - Interdistrict Federal Tax Service of Russia No. 46 for Moscow 7800 - Federal Tax Service of Russia for St. Petersburg 7801 - Interdistrict IFTS of Russia No. 16 for St. Petersburg 7802 - Interdistrict IFTS of Russia No. 17 for St. Petersburg 7804 - Interdistrict IFTS of Russia No. 18 for St. Petersburg 7805 - Interdistrict IFTS of Russia No. 19 for St. Petersburg 7806 - Interdistrict IFTS of Russia No. 21 for St. Petersburg 7807 - Interdistrict IFTS of Russia No. 22 for St. Petersburg 7810 - Interdistrict IFTS of Russia No. 23 for St. Petersburg 7811 - Interdistrict IFTS of Russia No. 24 for St. Petersburg 7813 - Interdistrict IFTS of Russia No. 25 for St. Petersburg 7814 - Interdistrict IFTS of Russia No. 26 for St. Petersburg 7816 - Interdistrict IFTS of Russia No. 27 for St. Petersburg 7817 - Interdistrict IFTS of Russia No. 20 for St. Petersburg 7819 - Interdistrict IFTS of Russia No. 3 for St. Petersburg 7820 - Interdistrict IFTS of Russia No. 2 for St. Petersburg 7838 - Interdistrict IFTS of Russia No. 7 for St. Petersburg 7839 - Interdistrict IFTS of Russia No. 8 for St. Petersburg 7840 - Interdistrict IFTS of Russia No. 9 for St. Petersburg 7841 - Interdistrict IFTS of Russia No. 10 for St. Petersburg 7842 - Interdistrict IFTS of Russia #1 1 for St. Petersburg 7843 - Interdistrict IFTS of Russia No. 12 for St. Petersburg 7847 - Interdistrict IFTS of Russia No. 15 for St. Petersburg 7848 - Interdistrict IFTS of Russia No. 28 for St. Petersburg 7901 - IFTS of Russia for St. Birobidzhan, Jewish Autonomous Region 8600 - Federal Tax Service of Russia for the Khanty-Mansiysk Autonomous Okrug-Yugra 8617 - Federal Tax Service of Russia for the Surgut District of the Khanty-Mansiysk Autonomous Okrug - Yugra 8700 - Federal Tax Service of Russia for the Chukotka Autonomous Okrug 8709 - Interdistrict Federal Tax Service of Russia No. 1 for the Chukotka Autonomous Okrug 8901 - Interdistrict IFTS of Russia No. 1 for the Yamalo-Nenets Autonomous Okrug 9103 - Interdistrict IFTS of Russia No. 8 for the Republic of Crimea 9105 - Interdistrict IFTS of Russia No. 1 for the Republic of Crimea 9108 - Interdistrict IFTS of Russia No. 4 for the Republic of Crimea 9110 - Interdistrict IFTS of Russia No. 6 for the Republic Crimea 9111 - Interdistrict IFTS of Russia No. 7 for the Republic of Crimea 9112 - Interdistrict IFTS of Russia No. 9 for the Republic of Crimea 9204 - IFTS of Russia for the Leninsky District of Sevastopol 9901 - IFTS of Russia for the city and Baikonur Cosmodrome

Registration of applications

Okdesk, as a system for tracking customer requests, offers several ways to register requests:

The application registration method is determined automatically and displayed on the application card:

To register requests by the dispatcher in the system interface, click on the “+ New request” button at the top of the screen:

After clicking on the “+ New Application” button, a window will open in which you need to fill in the “Subject” (mandatory field) and “Description” fields.

Also on the form, you can indicate the connection of the application with (the contact person of the application can also be an employee), , , and select for the application.

On the request creation form, Okdesk automatically calculates the planned date and time for the request to be resolved according to the standards (see more details). If necessary, the planned decision date can be set manually by clicking on the “Specify manually” button.

An application is created by clicking on the “Create” button on the application creation form.

Tickets that have just been created and tickets where the last comment was made by a contact are in bold.

Application processing standards (SLA)

One of the key criteria for the quality of services is the service company's compliance with the standards for the time of resolving applications. These standards are fixed in the service contract and may depend on various parameters: the importance of the client, the priority of the application, etc. Often fixed standards that determine the quality of services are called the term SLA (Service Level Agreement, or Service Level Agreement).

Okdesk's Ticket Processing Standards (SLA) module allows you to take into account SLAs to control ticket resolution time, ticket response time and service schedules in relation to specific customers, ticket types and priorities, as well as ticket registration time.

Okdesk uses the ticket resolution limit as the ticket processing standard, which is the time that the service company must meet to resolve the ticket (taking into account the customer service schedule). For more transparent work and satisfaction of client requirements, Okdesk has one more parameter - response time. The response time is the time before which a new application must be taken into work. From the point of view of Okdesk, the fact that an application is accepted for work is either a change in the status of the application, or the addition of the first response by an employee - the first public comment.

Estimated response time and planned response time for tickets are superimposed on the service schedule and are automatically calculated by Okdesk when tickets are registered. If necessary, the planned decision time can be set manually on the application registration form.

The service schedule, planned solution time and planned response time are set in the “Application \ Application processing standards (SLA)” subsection of the " " section.

To add a new service schedule, you must click on the “+ Add service schedule” button on the “Application service schedules” tab.

When adding a service schedule, you can specify exception days for which the service schedule will not depend on the day of the week (for example, national or regional holidays, shortened days).

To add a new SLA rule, click on the “+ Add rule” button on the “SLA definition rules” tab.

Application type;
Application priority;
Client category;
Customer;
Application registration time.

Service schedule;
Standard reaction time;
Normal solution time.

When you click on the “Create” button, the rule is added to the “Rate calculation rules” table.

The rules from the table for calculating the standards are sorted “from top to bottom” until the first included rule is found, the conditions of which the application satisfies. If necessary, the rules can be moved around the table and temporarily disabled.

When calculating the planned time for solving requests, the planned response time and displaying time parameters in the interface, the time zone of the company is taken into account (for more details, see the “ ” section).

Request routing

In Okdesk, it is possible to set ticket routing rules when they are created.

The request routing table is configured in the “Requests\Request Routing” subsection of the “Settings” section. In order to add a new routing rule, you must click on the “+ Add rule” button.

In each rule, you must specify the values of the defining parameters of the request and the values of the defined parameters of the request. When the button is pressed, a modal window opens, in which the defining parameters are marked with the subheading “If”, and the parameters being defined are marked with the subheading “Then”.

The defining parameters of the application include:

Application type;
Application priority;
Registration method;
Client category;
Time of registration of the application;
Additional attributes of the order of type "Value from the list".

Application parameters to be determined include:

Responsible;
Observers (employees);
Observers (groups).

When you click on the “Create” button, a new rule will be added to the routing table.

The rules from the routing table are sorted “from top to bottom” until the first enabled rule is found, the conditions of which are satisfied by the application. If necessary, the rules can be moved around the table and temporarily disabled.

You can also set a Default Owner and Default Viewers for an account.

The “Default” value for the owner rule implies the following logic:

If a service object is defined for an application and a responsible manager is defined for this service object, then the responsible manager of the service object is assigned as responsible for the application;
If a contact person is defined for the ticket and a responsible manager is defined for this contact person, then the responsible manager of the contact person is assigned as the person responsible for the ticket;
If a company is defined for the application and a responsible manager is defined for this company, the responsible manager of the company is assigned to be responsible for the application;
If responsible managers are not defined for the company, contact person and service object, then the responsible person is assigned by default from the account settings.

The logic of defining “Default” observers is similar to determining the responsible one. But when creating an application, all default observers (employees and groups) specified in the settings are summed up on the cards of companies and contact persons, while subdividing into two categories: “Observers (employees)” and “Observers (groups)”.

You can also read about request routing in .

Application statuses

Ticket statuses in Okdesk are needed to display the current status of ticket processing. By default, the system provides 4 statuses, but it is possible to expand them:

open;
Postponed;
Resolved;
Closed.

From the “Open” status, the application can be transferred to the “Pending” and “Resolved” statuses.
From the status “Pending”, the application can be transferred to the statuses “Open” and “Resolved”.
From the “Resolved” status, the application can be transferred to the “Closed” and “Open” statuses.
Status “Closed” is final.

All new requests are created with the status “Open”.

In the status “Pending” for the request, it is not taken into account (if the scheduled decision time was calculated automatically, then when the request is resumed to recalculate the planned decision time, the time spent in the pending state will not be taken into account).

When moving to the status “Pending”, the user must specify the time until which the ticket is postponed (if the ticket is not resumed before this time manually, Okdesk will automatically return the ticket to the “Open” status).

Separation of the statuses "Resolved" and "Closed" is necessary for the implementation of confirmation of the decision of the application by the contact person of the client. The status "Resolved" means the solution of the application from the point of view of the service department. The status “Closed” means confirmation of the decision of the application by the client. To this end, contact persons have the opportunity to confirm the closure of applications or their renewal. Okdesk also allows you to set a timeout for automatically closing resolved tickets. The timeout setting is carried out in the subsection “Application \ Application processing standards (SLA)” of the “ ” section.

Changing the status of an application is available from the application card:

And also on the list of applications:

The set of statuses, if necessary, can be expanded in the subsection “Application \ Status of applications” of the “Settings” section.

To add a new status to the system, click on the “Add” button above the table. In the modal window that appears, fill in the fields and save.

Additional request parameters

For applications, it is possible to specify additional parameters that will be displayed on the application card.

To display an additional attribute on the list of requests, you need to include the attribute in the fields. To change the composition and order of the fields on the list of applications, you need to click on the gear icon under the view of the list display.

For all additional attributes, you can set the visibility for employees by roles and customer contact persons, as well as determine the mandatory completion of the attribute on the form for creating an application:

Additional parameters are set in the “Orders \ Attributes of requests” subsection of the “Settings” section.

Application Priorities

For requests in Okdesk, you can specify a priority that affects the order of their execution when scheduling the work of the service department.

The priority of the application can initially be set on the application creation form:

During subsequent processing of the application, the priority can be changed on the application card. In the application card, the priority will be displayed as a circle with a color and a name:

In the list of requests, the priority is displayed as a corner (in the upper left corner of the block) with a color corresponding to the color of the priority. When hovering over a corner, an alt-tip pops up with the name of the request priority.

Priorities are set in the subsection “Orders \ Priorities of requests” of the “Settings” section:

To add a priority with text, click on the “Add” button. In the window that appears, fill in the fields and save.

If necessary, for contact persons, the “Priority of application” field on the form for creating an application can be hidden or given the opportunity to fill it out. This setting is located in the subsection “Orders \ Attributes of requests \ System attributes of requests”:

Application types

For requests in Okdesk, you can specify the type that affects the planning of the service department and subsequent statistics.

When creating a new ticket, you can specify the ticket type in the modal window:

In the future, it is possible to edit the request type parameter in the request card.

Order types are set in the “Orders \ Order types” subsection of the “Settings” section.

Okdesk allows you to create internal tickets. Tickets with a type value of "Internal" are not shown to customers in the Customer Portal, and no customer alerts are sent for such tickets. Internal requisitions can be used for internal tasks for the client: issuing invoices, preparing commercial offers, and so on (that is, for any tasks related to the client, but which he does not need to know about).

To create a new order type, click on the “+ Add” button located above the table. In the window that appears, fill in the fields and save.

If necessary, for contact persons, the “Application type” field on the application creation form can be hidden or provided with the option to fill it out. This setting is located in the subsection “Orders \ Attributes of requests \ System attributes of requests”:

Responsible for applications

Okdesk allows you to specify the employees responsible for resolving requests. The responsible person is assigned from a list of employees divided by . Responsibility for the application can be assigned to one employee or to a group of employees.

The responsible person can be indicated on the application creation form. During the subsequent processing of the application, the responsible person can be changed on the application card:

And also on the list of applications:

All employees responsible for applications receive automatic notifications about events with applications, and during the period of work, you can view statistics in the context of responsible employees.

If the application is not in personal responsibility, but in a group, then notifications on the application go to the employees specified in the "List of employees for notifications" parameter of the group. You can set up a list of employees for notifications in the “Employees \ Groups of employees” section.

Observers

Observers (employees or groups) behind the application are employees of the company who, for one reason or another, need to monitor the stages of the application.

The list of observers is displayed in the application card. There you can also subscribe to the observation of the application or edit the list of observers.

Observers can receive Email and SMS notifications about events with the application. Observer notification templates are configured in the "Email notifications" and "SMS notifications" subsections of the "Settings" section.

Commenting on applications

Employees of the company and contact persons of clients can leave comments to applications. At the same time, when adding a comment, company employees can indicate whether the comment is private or public, as well as attach a file to the comment.

Public comments are visible to all users (company employees and customer contacts in ). Private comments are visible only to company employees.

If necessary, in the “General system settings” subsection of the “ ” section, you can specify the publicity or privacy of all comments by default:

Comments can include any employee or contact person of the company associated with the application. In order to mention an employee or contact person in a comment, you need to enter “@” and indicate the required person in the selection box. When mentioned, an email notification is sent with the text of the comment and a link to the application.

By default, the price list includes the service “Services with time payment”. If necessary, it can be edited or hidden in the archive (as well as any other lines added later).

To add a new row, click on the “+ Add” button. In the window that appears, fill in the fields and save.

Section — select one of the options “Service”, “Work” or “Product” (these sections are intended only for the convenience of sorting the price list lines when forming the order specification);
Set Service, work or product code — a unique identifier within the price list;
Set a name;
Specify the unit of measurement;
Set a standard price;
Specify VAT.

Okdesk allows you to set a ban on editing the specifications of requests that are in set statuses. The ban on editing the specification can also be set for certain roles of employees.

The price list, if it is not necessary, can be disabled in "Settings \ General system settings \ Activating system functions".

Formation of specification of applications

For each application, you can specify the specification of paid works, services or products, formed according to the price list. To add a new order specification line in the “Specification” section, click on the “+ Add” button. In the window that appears, select a job, service or product, specify the quantity and discount, as well as the contractor. The system will automatically calculate the cost.

The generated specification can be downloaded as an invoice (in Excel format). In particular, it can be unloaded by the contact person of the client in .

Account details are set in the “General system settings” subsection of the “Settings” section.

After creating a printable, you can generate ready-made documents directly from the application card or equipment card. These documents can be attached either as files to the application or equipment, or you can immediately send the document for printing.

You can read more about the functionality of printable forms in .

Request labor costs

Okdesk provides the ability to keep records of the labor costs of employees related to customer service.

All labor costs are associated with the application. In turn, the application is associated with the client. Thus, information about all labor costs in the context of employees, requests and clients is available in the system.

The amount of labor costs associated with the application is displayed in the "Time Spent" block of the application card:

To write off labor costs on the application, you must click on the “+ Write off” button. Viewing the log of all labor costs of the request is possible by clicking on the “show all” link button (the link is not displayed if the time written off for the request is 0).

Evaluation of applications

To control the quality of services, Okdesk allows customer contacts to rate completed applications.

In order for contact persons to be able to rate applications, it is necessary to enable assessment of applications in the subsection “Settings \ Applications \ Evaluation of applications”:

When an employee transfers an application to the “Solved” status, a notification about the decision of the application is sent to the contact person of the client. The contact person of the client from the “one-click” notification will be able to rate the application (or, if necessary, resume work on it):

During subsequent work with the application, the assessment can be seen on the application card.

In the application card, the score will be displayed as a smiley icon:

Analytics on customer ratings are available in the Customer Satisfaction report.

List of applications

Recurring applications

The obligations of a service company to customers often consist not only of high-quality processing of incoming incidents and service requests, but also of the implementation of mandatory regular scheduled activities on the client's infrastructure or equipment. We are talking about routine maintenance that should be carried out starting from the date of conclusion of the contract, and with a given frequency.

Previously, Okdesk allowed you to manually create "future" tickets. When accepting a new client for service, the dispatcher could manually enter the required number of routine maintenance work of the same type with a given due date. This mechanism, although it allowed to “get out of the situation”, was not full-fledged. But now Okdesk has implemented a module for automatically creating scheduled work according to a given schedule.

Application exchange

Okdesk has implemented the “Order Exchange” module, which allows companies that use Okdesk in their work and have partnerships to transfer service requests to each other for execution.

To allow the transfer of requests between partner accounts, you must establish a link. This requires either generating a handshake key and sending it to the partner, or using the key received from your partner.

To generate a key, go to the “Order Exchange” subsection of the “Settings” section (“+ Generate a connection to establish a connection” button). Send the generated key to the partner with whom you want to establish a connection:

To establish a connection using the key received from the partner, it is necessary to click on the button “Establish connection by key” in the “Order exchange” subsection of the “Settings” section and enter the key received from the partner:

When the connection between the accounts is already established, you can start exchanging applications with a partner. To transfer an application to a partner, on the application card, click the “Submit to partner” button:

In the window that opens, enter additional data:

Transfer information about the end client - the partner will see the client's data on the card of the submitted application in his account;
Transfer Files - You can select application files that will be transferred to the partner.

Please note that you can chat with a partner and exchange files:

For a comment or a file, you can check the “Transfer to partner” checkbox - files and comments will appear in the partner’s application (as public ones)

Public comments and files from the partner's application will be duplicated in the original application as private. Private comments and files in the partner's application will not be duplicated in the original application.

You can also track the execution of an application by a partner:

If necessary, you can enable SMS and Email notifications of the responsible person and observers of the application “About the decision of the partner application”.

After the partner’s application has been transferred to the “Solved” status, the button “Evaluate” the solution of the application transferred to the partner will appear in the original request:

Integration with telephony in Okdesk is carried out using the "Simple calls" service, which connects various IP-PBXs with CRM\Helpdesk systems (including Okdesk).

To set up integration, you need to get access details to the service on the site and independently configure the integration of your telephony system with the Simple Calls service.

To set up integration with the Simple Calls service on the Okdesk side, you must specify the connection details. This setting is carried out in the subsection “Settings / Integration with telephony / Simple calls”.

On the edit form, you must fill in the fields and save:

server address (provided by the Simple Calls service);
password (provided by the Simple Calls service);
the number of the last digits of the number to be searched (the search for a number is carried out by the coincidence of the last digits of the numbers in the client base with the last digits of the identified number).

After setting up and enabling the integration, on employee cards, you must specify their internal extension telephone numbers (corresponding to the numbers configured in your PBX):

Incoming calls

After the procedure for connecting to telephony has been successful, you can start receiving calls from customers in Okdesk and fix them.

With an incoming call, a pop-up window will appear at the bottom right with the caller's data and the "New Application" button for subsequent registration and processing of the application:

A client in Okdesk is identified by the “Phone” field for Companies and the “Phone” and “Mobile phone” fields for contacts and individuals.

Outgoing calls

In addition to receiving calls in Okdesk, you can make outgoing calls to customer numbers.

To make a call from the company/contact person card, click on the customer's phone number. In the window that opens, the number will be indicated (which can be changed if necessary). Then click on "Call":

After that, the telephony system will make a call to the desired subscriber.

Telegram bot

Bots in the Telegram messenger are special accounts that are not assigned to people, and messages sent from them or to them are processed by an external system (in particular, the Okdesk system). At the same time, for the user, communication with the bot looks like a regular correspondence with another person.

You can create your own Telegram client bot and connect it to Okdesk. This will allow customers to contact the customer service through the messenger. Thanks to the Telegram bot, clients will be able not only to create new requests, but also add new comments, close requests and evaluate the quality of service. Read more about the settings and capabilities of the bot in .

Integration with TeamViewer

Teamviewer is a popular remote support tool for PC and mobile users. Teamviewer allows you to connect to the desktop of a supported client to help users configure information systems and programs, as well as to diagnose and resolve incidents. In other words, this is an important tool that helps service companies reduce customer service costs and reduce the time it takes to resolve requests.

Okdesk has an integration with Teamviewer. It allows you to enhance the effect of using two tools separately. Now, to initiate a remote support session, you do not need to go to the Teamviewer interface, and session statistics are displayed in the Okdesk interface.

Read more about the settings for connecting Teamviewer to Okdesk in .

Processing applications by email

Okdesk allows you to automate the process of receiving customer emails and subsequent email correspondence on the application.

To configure automatic e-mail processing, you must specify the details of connection to the mail server. This setting is performed in the “Processing incoming emails” subsection of the section.

Registration of applications

All emails received by the support services will be registered in the system as requests, or will be attached as comments to existing requests (see below). All files attached to letters will be attached to applications.

Okdesk will automatically determine the linking of requests to contacts and companies by the sender's email (if the ticket was sent from an email of an unknown contact person, but the domain in the sender's address matches the domain of the company from the customer database, Okdesk will link the new ticket to the company found by the domain).

In addition, if the “Create contacts by unknown emails” option is set in the mail processing settings, Okdesk will automatically create new contacts and associate created tickets with them.

Correspondence on request

When sending notifications about events with requests, Okdesk puts a special marker (id of the request in the system) in the subject of the letter, thanks to which email correspondence on the request is available.

The logic for processing a message containing a claim token is as follows:

A ticket with this marker exists:
1. The text of the letter before the separator (in sent letters, Okdesk inserts a separator to cut off the entire correspondence history) is added as a comment to an existing ticket.
2. The author of the comment indicates the employee found by email or the contact person (if neither the employee nor the contact person by email is found, the comment is added on behalf of the earliest created employee with “Administrator” rights).
3. Letter files are attached to the application (except for files whose size exceeds the established limit).
4. Comments added via email are marked with an envelope icon that, when clicked, will display additional information about the email.
There is no ticket with this marker, or there is no ticket marker: a new ticket is created.

Application registration web form

Web form is Okdesk's functionality that allows you to embed a special window on the Company's website (or individual pages of the website) through which website visitors can ask a question or contact the customer service.

The web form has two parts. Form call shortcut:

And application forms with given fields:

Customization of colors, texts and a set of Web form fields is carried out in the “Web form customization” subsection of the section.

To place a Web form on the site, you need to copy the script generated by clicking on the “Code for inserting into the page” button:

And paste it before the tag corresponding page.

The logic for creating requests through the Web form is as follows. All values of the filled fields are placed in the description of the application in the following format:

“Field name”: “Field value”.

Each field on a new line. The first line of the field “Text of the appeal” is added to the subject of the application. If this field is not present on the form (if it is hidden), then the subject of the application will be “Application via Web-form”.

If the Email attribute is displayed and filled in on the form, the logic of binding to a client/contact is similar to the logic of binding with .

Client base

Okdesk allows you to keep track of your customer base, including maintaining a database of companies, customer contact persons and contracts concluded with customers.

Companies

The list of companies is given in the "Clients" section. To create a new company, click on the “+ Add” button above the list of companies.

The company card displays information on the company, lists of contact persons, contracts (restaurants, cafes, points of sale, etc.) associated with the company, and equipment serviced by the company.

In the company card, in the “Responsible Manager” attribute, you can specify an employee who will be assigned by default responsible for requests from this company received via the Web form, Client Portal, and Email.

Customer categories

Okdesk allows you to categorize customers (for example, by the importance of service, areas of work, segments). A customer can be assigned a category on the company creation form and on the company card:

By default, the system provides three categories - Client, Partner and VIP client. If you wish, you can add to the list of customer categories or edit the existing one in the “Customers \ Customer Categories” subsection of the “Settings” section:

It is worth noting that for contact persons in the client portal, the “Customer Category” parameter is not displayed.

Contact faces

Contacts at Okdesk can be company-affiliated (customer contacts) or non-company-affiliated (individual customers). The list of contact persons is given in the "Clients" section under the list of companies.

The contact person card displays information on this contact person. Also on the contact card, you can grant access to this contact in .

In the contact person card, in the “Responsible manager” attribute, you can specify an employee who will be assigned by default responsible for requests from this contact person received via the Web form, Client Portal and Email.

Also, on the contact person's card, you can specify an email address for duplicating mail (for example, so that notifications are sent not only to the email of the contact person, but also to the email address of the head of the contact person).

The knowledge base in Okdesk is the most important resource for storing and accumulating useful information (you can store instructions, articles, videos, quick answers to frequently asked questions, etc. in the knowledge base).

The knowledge base is a useful tool that helps both your employees and customers solve problems, which will be able to independently find solutions to the problems that have arisen.

By default, 3 basic sections are added to the system, but you can add the necessary sections or edit existing ones. To add a new section, click on “+Add Section”. In the modal window that appears, fill in the fields and specify access rights:

Nested in section - specify which section this section will be nested in (if the section being created should be the root section, then indicate “not specified” in the line)

If you create a section within another section, then the modal window will have the option “Inherit access rights”—the access rights will be the same as those of the head section. To change access rights, uncheck the “Inherit access rights” checkbox in the modal window:

After unchecking the modal window, access rights options will appear:

Rights to create nested sections and articles - specify the user roles that will be allowed to create new sections and articles within this section;
Rights to view the section and its contents - specify the roles of users who will be allowed to view this section, including articles nested in it (nested sections that the user does not have access rights to view will not be displayed to the user;
Section editing rights — specify the user roles that will be allowed to edit this section (including editing access rights to the section);
Rights to edit nested articles - specify the user roles that will be allowed to edit articles nested in the section.

To add an article, click on “+Add article”. In the modal window, specify the name and section in which the article will be located:

Service objects

Okdesk allows you to store information about service objects (cafes, restaurants, points of sale, etc.) in relation to the client and the contact persons of the clients.

The list of service objects is displayed in the “Service objects” tab on the company card:

A ticket can be linked to service objects on the ticket creation form or ticket card:

Contracts and service periods

The list of agreements concluded with clients is displayed in the company card. The agreement card displays additional information on this agreement, as well as a list of attached files (for example, scanned images of original documents).

Working with files on the contract card is similar to working with files on the application card, including adding by dragging and dropping and the public/private flag.

An agreement may be linked to several companies. An agreement is linked to companies on the agreement card, while this agreement will be displayed on the cards of the specified companies.

For contracts, it is possible to track the validity period by creating service periods within the contract (one contract can have several consecutive service periods, corresponding, for example, to periods for paying a subscription fee for servicing).

The list of service periods of the contract is displayed on the “Service periods” tab of the contract card in the form of a table:

If at the current moment the contract does not have a service period or there are unpaid service periods, when registering applications in relation to such an agreement, warnings will appear:

It is possible to send an email notification with a reminder of the end of the service period to the responsible manager of the client. To do this, you must specify the date of the reminder about the end of the service period when creating or editing the service period and the inclusion of the corresponding notification (“Email for notifications about events with contracts”).

Equipment

Okdesk allows you to keep track of client equipment that your company maintains. Each piece of equipment is classified by type, manufacturer and model. The list of equipment directory elements is set in the “Settings / Equipment” subsection:

In Okdesk, you can extend the standard set of hardware attributes. Moreover, each type of equipment can have its own set of additional attributes. You can add and edit additional equipment attributes in the “Equipment\Equipment Attributes” subsection of the “Settings” section.

To add a new equipment attribute, you must click on the “+ Add” button above the list of equipment attributes:

The list of equipment is given in the “Equipment” section. To create new equipment, click on the “+ Add” button above the list of equipment:

The list of company equipment is displayed in the “Equipment” tab on the company card:

Equipment can also be assigned to a specific service object.

The request can be linked to the client's equipment on the creation form or the request card:

If necessary, the unit with equipment can be disabled in the “Settings / General system settings” subsection.

Application Alerts

Email alerts

Okdesk allows you to notify responsible employees and contact persons of customers about events with tickets. Notifications on requests are configured in the “Email notifications” subsection of the section.

When setting up alerts, you can specify the sender's display name (how the sender of the message will be displayed in the recipient's email client) and the address for the reply. Also, in the notification settings, you can specify an email to duplicate notifications sent to customer contact persons (attribute ”Address for duplicating customer notifications”).

For each type of alert, there is an option to turn that alert type on and off.

Okdesk also allows you to edit the alert design template and the alert text template.

The notification design template is edited by clicking on the “Edit email design template” button. In the window that appears, you can set your own letter design. But it is important to save the variable (((CONTENT))) (when sending letters, the content of a particular letter will be substituted for this variable according to the letter template).

The text template and the subject of notifications are edited by clicking on the "Edit" link button in the line corresponding to the desired notification. In the window that opens, you can set the notification text using .

On the form for editing email notifications of customer contact persons about a status change, you can select the statuses upon transition to which a notification will be sent.

In the event that a contact person and a company are defined for an application, but this contact person does not have an email, then notifications are sent to the company's email address (if a contact person is not defined for the application, then the notification is not sent).

If necessary, you can configure duplication of client notifications to the event author in the "Settings \ Email notifications \ Notifications to clients" section.

Also in the "Settings \ Email notifications \ Notifications to clients" section, you can configure duplication of letters sent to contact persons to the general email of the company:

Always — notifications will be duplicated on the company's email in any case (even if there is no email on the contact person card or only the company is indicated on the application card)
If the contact person of the application does not have an email address
If the application does not have a contact person

SMS alerts

Okdesk allows you to automate the process of informing customers and employees through SMS notifications.

The system will automatically send the necessary SMS notification to the numbers indicated in the card of the responsible employee or contact person of the application.

To configure SMS notifications, you need to configure the settings for connecting to the SMS gateway. This setting is carried out in the “SMS-notifications” subsection of the “Settings” section. At the moment, the system is integrating with SMSC.ru, SMS.ru and SMSAERO.ru gateways (we can connect new gateways as needed).

After filling in the parameters for connecting to the SMS gateway, the “Test connection” button should appear on the settings page. Depending on the server's response, a window with an informational message will pop up on the page. If the connection was successful, a corresponding message and your balance in rubles will be displayed. If you have any connection problems, please contact us.

Okdesk also allows you to edit the text template of SMS notifications.

The notification text template is edited by clicking on the "Edit" link button in the line corresponding to the desired notification. In the window that opens, you can set the notification text using .

On the form for editing SMS notifications of client contact persons about status changes, there is a possibility to select the statuses upon transition to which the notification will be sent.

If necessary, you can disable SMS notification of customers and employees (by default, all notifications for employees are enabled, all notifications for contact persons are disabled).

Push notifications

It is possible to notify the user, who is on the list of applications or the application card, about events occurring with applications.

Push notifications are accompanied by a sound signal and are displayed in the lower right corner with the text corresponding to the event:

The following ticket events are tracked:

Responsible change;
Changing the status of an application;
Adding a new comment to the ticket.

Client Portal

Grant access to the customer portal to a customer contact

Granting access to the contact person to the client portal is carried out on the contact person card:

In the window that opens, you must assign a username and password to the contact person:

In the future, the login and password of the contact person can be changed.

After granting access to a contact and if this contact is associated with a company, the "Access Level" attribute will appear on the contact's card. (You can set the default access level for contact persons, then it will be put down automatically on the contact person's card. You can set the default access level in the "Settings / Client Portal" section.)

This attribute determines what information will be visible to the contact person when working in the Client Portal:

Display company tickets (the contact person will have access to all tickets of his company (registered on his own behalf, as well as on behalf of other company contacts));
Display requests of related service objects (the contact person will have access to those requests for which objects associated with the contact person are specified as a service object);
Display applications of companies under supervision (the contact person will have access to all applications of companies under supervision (registered on his own behalf, as well as on behalf of other contact persons of companies under supervision));
Access to reports (the contact person will have access to reports at the request of the company. The list of reports available for contact persons in the client portal is set in the Reports availability in the client portal parameter of the "Settings \ Client portal" section:

By default, the ticket owner and viewers are not displayed for contacts in the customer portal. The display of these parameters in the client portal is set in the Client portal subsection of the "Settings" section:

In the same section, you can specify the attributes that will be contained in the file when uploading the list of requests from the client portal by the client's contact person.

Also, for contact persons of clients in the client portal, filling in the fields with the type and priority of the application is available when creating the application.

The setting for displaying system attributes in the client portal is set in the "Orders\Attributes of requests" subsection of the "Settings" section:

View interaction history, add new and correspond with existing requests

Access of contact persons to the client portal is carried out through the same login page as for company employees.

The following actions are available to the customer contact from the Customer Portal:

Employees and roles

Employee card

The list of service company employees is displayed in the "Employees" section. To add a new employee, click on the "+ Add" button in the upper right part of the list.

Employee accounts in Okdesk can be activated and deactivated. Employees with deactivated accounts will not be able to log in and will not be able to be responsible for tickets. In this case, all information about the actions of employees in the system, including comments, will be saved.

When creating a new employee account, Okdesk will immediately offer to activate it.

Employee accounts can be activated and deactivated at any time. At the same time, if an employee has unclosed requests in responsibility, deactivation of his account is not available.

For all employees in Okdesk, the function of uploading a personal photo is available, which will be displayed in the system interface.

Okdesk has implemented the function of tracking the location of employees on the map. This feature is only available when the mobile app is connected. You can view the current position of employees in the “Employees” section on the “Employees on the map” tab.

Roles and Permissions

The access rights of employees in Okdesk are determined by their role. You can set a role for an employee both on the employee creation card, and edit the role already on the created card:

Okdesk provides the following roles:

Administrator: has access to all system functions;
Lead Specialist: unlike the administrator, he does not have access to the settings and reports section (access to the "Reports" section for the "Leading Specialist" role can be provided in the "General system settings" subsection of the "Settings" section). In addition, the leading specialist does not have the right to change the role, login and password, as well as to provide access to the personal account to other users of the system;
Specialist: access is granted only to the sections "Applications" and "Knowledge Base". The specialist has access to view cards of companies, contact persons, facilities, equipment associated with requests for which the employee is responsible (or is a member of the responsible group), is an observer (or is a member of the monitoring group) or the author.

Okdesk implements the ability to flexibly configure rights regarding actions with requests. You can learn more about how the system of rights and roles works by completing a specialized free online course. in .

Employee groups

Okdesk allows you to divide employees into functional groups by specialization (system administrators, dispatchers, engineers, etc.), while the same employee can be included in several functional groups at the same time.

To add a group, in the list of employees, click on the "Add" button located to the right above the list:

Employees specified in the "List of employees for notifications" parameter will receive email notifications about events with applications (assignment of responsibility to a group) and client contracts (in cases where the group is specified in the "Responsible manager" parameter of the company card or contact person) .

In the window that appears, fill in the fields and save.

If necessary, the group can be deleted or hidden.

Reports

Okdesk allows you to generate reports on the work of the service department and display operational information about the current state of affairs.

The report-dashboard “Operational information” displays an operational summary of the current state of affairs in the service department. The dashboard displays the number of requests that are in the “Open” status, how many of them are overdue, how many requests are currently pending, how many requests must be resolved today, and how many requests are without personal responsibility.

Also on the dashboard “Operational information” a double graph is displayed with the number of created and resolved requests by day.

Other reports provide information on the work of the service department for the selected period. For each report, you can set filtering options that include customer, contact person, employee (for the “Employee Performance Report”), and time period. All tabular reports can be downloaded as an Excel document.

For the order specification report, it is possible to specify additional order columns that will be exported to xls.

Interface styling

You can customize the look of the Okdesk interface to match your company's branding.

To do this, in the “General system settings” subsection of the “Settings” section, you can set the main color, the title of all system pages, upload a file with the company logo (will be displayed on the login page) and favicon.

In addition, you can attach (park) your own domain to your Okdesk account. Your customers will go to help.your_company.xx.

Settings

To go to the "Settings" section, select the "Settings" menu item with the gear icon in the lower left corner:

Access to the “Settings” section is available only to employees with.

Status is one of the most important fields of the ticket, which allows support agents and customers to track the resolution of the issue and define automation rules in the system. An administrator can configure statuses in Administration » Statuses.

To create a new status, go to Administration » Statuses, click New Status, select the type of object, fill in the name of the status, define the state of the object that will be assigned to it in this status, and click Continue.

System statuses

In the UseResponse Support System 4 statuses that cannot be changed:

Open - This status is assigned by default to every ticket that is created or sent to your support system. To set a different status when creating an order in the system, use the radio button next to the required status.
Pending - depending on the business process in the company, the ticket can be put on hold in cases where it requires a team discussion or other issue to be resolved before preparing a response to your client. SLA time for such applications will be suspended.
Pending Response - If your support agents need to ask clarifying questions to the customer or receive confirmation that the issue has been resolved, the ticket can be marked as "Pending Response".
Completed - as soon as you have provided the client with a solution to his question, he can close the ticket via a direct link from email or agents can do it themselves in the agent interface.

For system statuses, you can only change the background and text colors. In case you want to change the name of the status, go to Administration » Translations and rename the status as you wish.

Additional statuses and management

Since system statuses cannot be edited, you can create additional statuses for tickets that can be included in your business process.

There are several ways to update the status of a ticket:

Manually - on the application page or using quick actions on the requests page;
Macros - you can create a macro with a set of specific actions that can be applied on the ticket page. You can create and edit macros for each agent in Menu » Macros after enabling them in Administration » Applications;
Automation rules - you can create a trigger to change the status when certain events occur in the system.

Statuses for calculating SLA and agent load

Premium customers can use to assign team responsibilities based on the workload of each agent, and can also be configured to calculate the time during which agents must respond to customers and resolve their problems.

There are times when some requests should not be included in the agent load calculation because they require a mediator's decision or team discussion and the agent does not need to work on this request at the moment.

We allow you to edit system and additional statuses (only those related to the open state of the object) and enable the option so that tickets or topics in this status are not taken into account when calculating the maximum load on the agent and can pause the SLA timer.

Also, please note that the statuses that refer to the closed state of the object do not affect the calculation of SLA metrics and the amount of load on the agent.

Using Statuses in Automation Rules

Taking into account the specifics of your business process, you can create new triggers that will automatically update the status of an order when certain events occur in the system. You can configure automation rules in Administration » Automation and Notifications.

There are a number of examples where such triggers might be needed:

You want to update the status of the applicant automatically after the agent's response;
If the value of an additional field changes, you may want to change the status automatically;
When a client responds to a request, its status can be changed to another one.

By default, every time a customer replies to a ticket with the status "Awaiting Response", its status will be automatically changed to "Open". To override this rule, you can create a new trigger or update an existing one.

Status Change Notifications

When the status of the application changes, the client will receive an email notification. In Administration » Automation & Notifications, you can create a trigger to send a custom notification template to the user, and you can also update the "Object Status Changed" system template in Administration » Support Channels » Email » Mail Templates icon.

You can also use automation rules to not notify certain user commands or notify only when certain statuses change in the system.

Statuses reflect the stages of processing the application, seeing the status of the application, you immediately understand what state it is in.

The system provides for four main statuses of applications: new, in processing, processed and postponed. As soon as the application enters the system, it is automatically assigned the status New, then employees can see the received applications from visitors in the CRM - Applications tab.

To display up-to-date data on the status of applications, processing time, etc. use the Refresh button. This button will help you get the latest changes on applications without reloading the page and without leaving this tab.

Possible application statuses:

new: the application has just entered the system and the employees have not yet processed it. The name and status of the application New are in bold;
in processing: the employee whose full name is indicated in the employee's full name column is currently processing the request, i.e. he has an application processing window open;
processed: the application was processed by the employee whose full name is indicated in the Employee's full name column;
postponed: the request has been postponed by the performer for a certain period (the reason may be a missed call or unavailability of the subscriber).

Let's take a closer look at each of the application statuses.

Status New

New requests are considered to be unviewed requests that entered the system from the contact capture form, as well as those requests for which an employee with the Manager role has manually set the New status (the reason may be incorrect processing of the request or inaccurate information obtained as a result of communication with the client).

You can return an application to the New status from the CRM - Applications page, using the button.

The application is considered new until the employee starts processing it.

If an employee closed the request processing window without processing it and without identifying the client, the request returns to the New status.

When a new application enters the system, all users in the header of the site receive a notification about the receipt of a new application. Clicking on this icon opens the application processing form.

Status Processing

The status In Processing is assigned to an application if the employee has opened the application processing window. While this window is open, the request is in the Processing status.

In the table with the list of requests, the status of the request, the full name of the employee processing the request, as well as the date and time the processing of the request began are recorded.

Status Processed

The application is considered processed only if the employee in the application processing window has selected the Application processed option and clicked the Save button.

The application table records the full name of the employee who processed the application, the time the processing was completed, and the duration of the application processing.

Status Postponed

An employee who takes an application to work can postpone its execution for any period.

The reason may be the client's request to call back or a missed call.

In this case, the employee in the application processing window selects the Application is pending option, indicates the time and saves.

After an application has appeared in Pyrus, it goes through several stages.

Distribution. Application appears in incoming at the operator. He fills in the blank fields: indicates the type of application, the data of the client and the person in charge.

First line. The application is received by the responsible person appointed by the operator. He communicates with the client on his request directly in Pyrus. As soon as the issue is resolved, the specialist closes the application.
Note: Pyrus records the time of the first response to the client. This is important for analysis - in the summary, you can estimate the time of the first response, including details by employee, and the average time of the first response.

Second line(escalation). If the first line specialist cannot resolve the issue, he will escalate the request to the second line. The second-line specialist sees the application in his incoming and gets to work. After resolving the issue, he closes the application or sends it to the first line for a colleague to do this (according to the regulations in some companies, the first-line specialist notifies the client of the result and closes the application).

Closing an application. The time when the ticket is closed, Pyrus remembers as the time the issue was resolved. In the summary, you can see the average resolution time for all requests. Closed tickets are stored in Pyrus. They can be found using the search function or in the registry.
Note: decision time is taken into account only when the order is open. For example, a specialist talked with a client and sent a request to the archive an hour after the request. If the client responds after a week, the ticket will automatically reopen. Suppose the second time the specialist answered in half an hour and again sent the application to the archive. The time that the application was in the archive is not taken into account, so the total solution time is one and a half hours.

Clue: You can set any order in which applications are processed. In the route editor, you can add and remove stages of work with the ticket and specify who is responsible for the decision at each step. To automatically distribute tickets depending on the data entered, use conditional routing.

Client response

To reply to the client, select the tab in the comment input field Email mail, Telegram, Viber, Facebook or vk, write the text and press the button Send. The client will receive a message via the channel you have chosen - by email, Telegram, Viber, Facebook or VKontakte. If he replies to the message, his answer will be displayed in the application, in the comments feed.

Ready-made answers are also available here - text templates that are suitable for frequently repeated situations - for example, clarify the order number, request a screenshot of an error or a scan of a document. To use a prepared answer, click on the prepared answers icon and select the appropriate option. .

Ready-made answers are grouped according to the cases for which they are suitable. Select the group on the left and the correct answer on the right.

You can edit groups and responses or add new ones on the Prepared Responses page.

If the customer's issue is resolved, click Submit and complete. If you have provided an interim response but are still working on your application, please click Send.

If support specialists closed the task, and the client wrote a response letter after that, the ticket will automatically open again, and the person in charge will see it in his account. Incoming.

It happens that clients write to an old application on a new topic. For example, a client applied because he could not pay for the order, and a week later decided to ask a question about the terms of service. It is quite natural to find an old correspondence with the support service and write a response email. But the topic is new, and for statistics it is better that it be a separate task. You can make it so that the old application is not reopened, but instead a new one is created.

In the example above, if a client writes to an old ticket within a week of closing it, it will reopen and support will continue to communicate with the client in it. If he writes a week after closing or even later, a new application will be created.

When working with an application, it can be important to send an SMS message to the client. For example, notify that the bank has approved a loan application or inform that you have issued a refund, and soon they will go to the client's card. You can send SMS directly from Pyrus, in the form Client's appeal. It is enough to select a prepared answer, if necessary, change the wording and click the submit button.

To make the appropriate settings and send SMS messages, please.

Internal discussion

You can work with the ticket like a normal Pyrus task: invite colleagues and discuss details in the comments on the tab Internal correspondence. The client will not see these actions.

When processing a customer request, a support specialist will need a history of his calls. Perhaps the client constantly has the same problem, or maybe the support specialists ignored his first messages.

The call history is located on the panel on the right, in the section Related tasks:

You can open any task from the list and read how colleagues helped the client before. Tasks are defined as similar if they contain the same email address or phone number of the client.

Escalation

It happens that a first-line specialist cannot resolve the issue on his own: for example, there is not enough knowledge or authority. In this case, he can do his part of the work and pass the application to the next level. To do this, just open the application, on the tab Internal correspondence click on the button 2nd line and press Send.

As usual, you can invite a colleague to solve the issue: start typing his name on the keyboard, select him from the list and add explanatory text.

Application statuses

At one stage, the application can be in different states. To keep track of them, it is convenient to use statuses. Suppose a specialist receives an application and transfers it to the status “In progress”. If you need to clarify the information, asks the client a question and changes the status to "Information request". And when the problem is solved, it sets the status to "Evaluation".