What happens when you need to create a new case from something other than an inbound email? You click New Case on the sidebar to create a new case! When creating a new case, the first field you'll fill in is the name of the Contact, i.e. the customer, caller, or whoever you're creating the Keep Reading...
If you use Stealth Seminar to run your automated webinars, you can configure the "live chat" to send you questions via email. When you do so, if you set those questions up so that they are emailed to a support address that comes into FuseDesk, we'll read them, link them up to the right contact and Keep Reading...
Recent Activity will show you all activity, including outbound emails, system wide, both yours and other reps'. This is useful in a number of scenarios: Remember that case you replied to earlier today? Find it easily from Recent Activity! Want to see how other reps are responding to cases? Recent Activity will show you how others are Keep Reading...
If you use Mike Filsaime's Evergreen Business System (EBS) to run your automated webinars, you can configure the "live chat" to send you questions via email. When you do so, if you set those questions up so that they are emailed to a support address that comes into FuseDesk, we'll read them, link them up Keep Reading...
While you may not always be able to resolve a case on your first reply, it's important to get back to your customers right away so they know you're taking care of them. The First Response Date is the date of your first email reply or your first phone call with the customer. We do Keep Reading...
To download the data from any of your reports, select the report, time grouping and date range you'd like data for and then click the download button on the top right of the report. This will allow you to save a CSV (Comma Separated Value) file to your computer with all the raw report data. You can Keep Reading...
The subject line is fixed when the case is opened, and all future email correspondences with the customer will use that same subject line. You can not change the subject line. Remember, FuseDesk is a case management system and not an email client!
How do you know which cases need the most attention when you have multiple departments and a bunch of different reps in FuseDesk? Look for the color codes on your sidebar behind the numbers that show how many new cases and how many total cases you have for each rep and in each department. The Keep Reading...
Cases are organized with New cases up top followed by Open cases. New cases are always bold. Open cases are not. Within each group of New Cases and Open cases, we sort by the least recently updated cases up top down to the most recently updated cases at the bottom. This way, instead of firefighting Keep Reading...
No. FuseDesk uses the subject line of the CASE and ignores the subject you have setup in your template. Generally, since Infusionsoft requires a subject line in the templates, you can just enter something like "re:" knowing full well that FuseDesk will use the correct subject line for the case.