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Configurations - Helpdesk Bot

Helpdesk bot allows admins to configure various aspects of the chatbot and its functionality to suit their requirements

Add Desks
    • Go to Huminos and login to your account. Click on the Dashboard button of Helpdesk bot. Few tabs in right side will appear. Click on Configuration tab

    • Or admin can type #configure in Helpdesk chat window. A message with configuration link and to regenerate that link again will appear. Click on Configure button. It will take the admin to Helpdesk bot configuration page on the dashboard.

    • Create desk using the button “Create New Desk” button. Enter details of desk and submit.

      Admin has to create at least one desk. A desk refers to a functional department on which the admin want to receive issues/queries from user. Each desk must have a Workplace group to create Workplace posts associated with each issue

      • Desk Name

      • Desk Owner (Workplace user email)

      • Workplace Group (Create a group in workplace if not present and find it here in autocomplete of group name suggestion. If you don’t find your recently created group in list please click on refresh icon near to that and search again for your group)

    • If you do not enable the checkbox for Select an existing group it will create a new group in your Workplace and map that group with desk. Click on ADD button

    • If you already have a Workplace group to map with the desk, click on the checkbox and type the group name in the given input field. Select that group and click on ADD

Add Desk Types
  • You can add new type by click on + Add New Type in desk

    Enter type name and click on Add

Assign Admin/Agent to Desk
  • All your desks will be available with the tagged group and count of owner and agents with each desk. Click on Manage User Roles to add/delete admin from current desk.

    Clicking on Manage User Roles will open a new model with details of existing owner/agents for that desk and option to edit or delete a existing desk owner/agent roles and activate or deactivate a desk.

Assignment Configuration
  • Admins can choose either of these two methods for assigning agents to the issues -

    Manual assignment - Owner assigns agent to an issue.

    Direct assignment - Agents will be chosen on a round-robin basis

  • Days after which issue reporter will not be able to reopen his/her resolved or rejected issue (between 10-120).

  • The maximum time period an agent can to apply for snooze. When an agent is on snooze, they will not assigned any ticket when Direct assignment is enabled.

Nudge Configuration
  • If enabled, Owners and Agents will be automatically reminded for pending actions on issues

  • Hours (post an issue is reported) after which owner will be reminded to assign the issue to an agent if it is still unassigned (between 2-75).

  • Days after an issue is assigned if it remains open for the specified number of days(between 2 and 30), owners will be nudged to get the issue closed.

  • Time of the day when owners will be nudged to get the issue closed.

  • Hours (post an issue is assigned) after which the agent will be reminded to respond on the issue (between 10-75).

  • Choose a suitable time-span within which you want the agents/owners to be notified about issue updates.

  • Choose the working days for your organization. Agents would be notified on Working days about the issues and updates.

Feedback Configuration
  • If enabled, users will automatically be reminded for submitting feedback of their non-submitted issues' feedbacks

  • Days (post an issue is resolved) till when the user will reminded to submit the feedback of the issue.

  • User will be reminded at this configured time for providing their feedback for tickets which are resolved.

Set up location labels

Location labels are suitable approach for organization that are larger in size and present in multiple countries and their functional service department & answer for FAQs changes based on different locations.

Location labels help organizations to map multiple workplace location present in user profile into one label to make the bot response same for the user who are looking for an answer via FAQ or creating tickets on service desk for their location.

As an admin, first you need to think how your organization functional department changes based on the location and what are the difference in the response of general FAQs. With this information, you can start creating your labels and map the locations with these labels.

  • Click on create New Label
  • Select the locations relevant to the label
  • Click on Save

The location sync with workplace on a weekly basis and it sends out notification to the super admin of the bot about the new location available in their instance and user details that does not have any location mapped to their account.

You can use these labels in setting up your Service Desk & Intent for Auto Answer.

Location Labels
Location Labels

Feel free to reach out for queries at help@huminos.com