When you take a case, it's immediately assigned to you in your default department. You can adjust your default department by click on Preferences and then adjusting your default department there. If at any time you want to take a case to a different department than your default department, simply Assign the case to yourself [...]
To configure your departments, click on Preferences on the left hand side and then Departments. Note: You must be an admin to modify your department settings. If you have multiple departments, you’ll be able to choose the default department for new reps up top. Next, you’ll see a list of your departments and who is [...]
If you'd like to see which reps have logged in, which reps have been deactivated, or invite a rep to log into FuseDesk, visit your Support Reps page under Settings. On this page you may see two or three groups of users. Active Reps The Active Reps up top shows you all users who have active [...]
Utilizing multiple departments has three great advantages: You can have department specific templates, i.e. a different reply address and footer allowing you to "brand" different departments or product lines. (think VIP support phone number, different membership site, direct billing phone number, etc...) You can choose which reps are in each department to allow them to [...]
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 [...]
To add a new department to your FuseDesk app, click on Settings and then Departments. Click the Add New Department button and choose a name for your new department! Departments are available in Pro and Enterprise apps.
To modify which reps are in a given department, go to your Department Options. If you have multiple departments, you can select the default department for new reps up top. Click on a department name to edit it's settings and then choose whether to include ALL current and future reps in a given department, or [...]
Each of your departments can have it's own reply template so that, for example, your billing department can have a different email signature than your sales department. To setup the templates: Go to your Department Settings Choose the reply template for each of your departments Click Save.
There are many reports available in FuseDesk to help you better track your customer support response time, case load, cast distribution and more. Until you have a few days of cases that have been assigned to different reps, responded to and closed, the reports won’t mean a whole lot. Here’s a sample of what’s in [...]