Customer care should be more than the efforts of support personnel. Therefore, we recommend connecting all departments of the company to customer support. For instance, project managers or accountants are not part of the support team, but they are often the only ones able to advise on certain issues. Accordingly, adding them as agents is highly recommended.
To add agents, go to the "Team" section. You will find yourself in the right subsection — "Agents".
By default, we add you (administrator) as the first agent. If you are not planning to process cases at all, you can disable or delete your agent account.
To add a new agent, you need to fill out a short form:
Let's take a closer look at some of its components.
Signature
The text in the Signature field is added automatically to the end of each agent's response. Therefore, phrases like "If you have any questions, don't hesitate to contact us" are best not used, as in some cases, they will look inappropriate.
To create a spectacular and memorable signature, use the HTML editor. It provides text formatting, adding images, and inserting a ready-made signature code if you use the signature generator:
An agent can create a personal signature on his own in his account in the "Profile" section.
Access levels
Full access allows an agent to browse and process all cases in all groups. The only thing that can be limited here is access to certain channels (for example, hiding cases coming from the Twitter channel).
This level of access should be granted to managers, executives, and senior agents.
When accessing by groups, the agent browses and processes cases from selected groups only. Here you can also set additional channel restrictions for each group. This level of access is appropriate for regular support agents.
Limited access allows agents to browse and process only those cases that are assigned to them. No additional settings. It can be chosen for junior supporters hired by specialists or employees who rarely directly deal with problems and customer questions.
View-only allows you to browse the cases of the selected groups, add notes to them, change settings but not respond to cases. This type is suitable for all other employees of the company: developers, accountants, marketers, etc.
Additional permissions
Additional permissions help you flexibly configure the capabilities of an agent depending on his role in the company.
If you add a junior supporter, limit their ability to edit and delete cases until they get comfortable with the job.
Add access to the administrator account for a support manager or senior support. This way, if there is a need for, let's say, an automation rule or common response macros for all agents — they can react quickly and help with that.
Activation
In order for the added agent to receive a password creation email and log into his or her account, it must be enabled in the admin's account first.
To help agents get a quick start with Deskie, send them links to articles that will show them the key features of the service.