Figuring out what rep or department a FuseDesk Case is assigned to is easy both from the Case Queue as well as from the Case View. In a Case Queue, simply look at the green labels underneath the case. If you have more than one department and are in a rep's queue, we'll show a Keep Reading...
While you can always run a Quick Search in FuseDesk, or even an Advanced Case Search, sometimes you just want to quickly search the Case Queue that you're in, like your Inbox, another rep's queue, or a department queue. At the top of the queue you're in, simply start typing a word to search for Keep Reading...
To sort or organize your inbox, a rep queue, or a department queue, click on the date dropdown in the top right of the queue and pick a date to sort cases by. You can also click the sort order button to the left of the date dropdown to choose to sort cases by date Keep Reading...
You can create cases in FuseDesk directly from within Infusionsoft's Campaign Builder. To do so you will first need to create an API key in FuseDesk. You can create your API key following these steps: In FuseDesk, go to Settings -> API Keys.Click + New Key.In the window that will open give your API Key a Keep Reading...
Once you've installed FuseDesk's free WordPress plugin, to allow folks to open a new support case, use the [fusedesk_newcase] shortcode on a page. This will display a form to create a new case. [fusedesk_newcase] works perfectly by itself, but also supports the following optional parameters: department: The ID of the department to assign the case Keep Reading...
Join us for a short walk down Kaizen Road where we'll explore a recent journey we had in rolling out new case queue stats... One of our core values is Kaizen, the practice of Continual, Never Ending, Improvement. When we train customer support teams and managers, we often talk about the reports that matter most being Keep Reading...
FuseDesk works beautifully with your WordPress site and helps your website visitors easily open new support tickets directly into FuseDesk. If you are using a supported Membership Site like iMember360, Wishlist, Memberium, or WisP, we'll even pre-fill in all the members information so they just have to write their question. And... logged in members can view Keep Reading...
When you snooze a case, it is no longer visible in your inbox. At the bottom of your inbox - or any case queue - you'll find a link to view Snoozed Cases. Simply click that link and you'll be able to view any cases that are snoozed in that queue. Using Advanced Case Search Optionally, Keep Reading...
With FuseDesk's outbound dialer, you and your team can one-click call customers right from within FuseDesk and a note about the call is automatically saved to the case and to the contact's record in Infusionsoft. Simply click on the contact's phone number in a case and we'll initiate an outbound call right in your browser. Keep Reading...
FuseDesk now supports more Bulk Actions than ever before when working with your help desk cases and support tickets. In addition to bulk changing case status, snoozing cases, and reassigning cases, you can now bulk Email Reply, run Infusionsoft Automation, apply Infusionsoft Tags, and bulk apply FuseDesk Case Tags - all right from your case queues! Keep Reading...
