Average of Averages in Reports

Many FuseDesk reports average data in a period of time for you, for example, the average first response time per week or the average case rating per month. At the top of reports that average data, we'll show you the Average of the Average in the report legend. It's important to note that an Average Keep Reading...

Graphly FuseDesk Report Dashboards

Graphly can beautifully display your FuseDesk reports side by side to your other data. Connecting Graphly to FuseDesk From Graphly, simply click the gear icon in the top right, select Account, and then Sources. Click the blue Connect button next to the FuseDesk logo to connect Graphly to FuseDesk. Adding FuseDesk Reports to a Board Keep Reading...

MasterMind Call: December, 2016

On this month's call, we discussed: Personalized Support Best Practices; NEW! Advanced Automation Rules; NEW! Slack Integration; NEW! Case Tag Management; Strategic Planning for 2017 https://www.youtube.com/watch?v=vFQa-r5MLKs Note Template Ideas Phone Call Scripts Procedural Checklists Frequently Used Notes (like "Left Voicemail…") Strategic Planning (Free Gift) On this call, our guest speaker Laura Posey, shared best practices Keep Reading...

Kaizen and Continuous Never Ending Improvement

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...

MasterMind Call: January, 2016

On this month's call we covered: Searching like a Pro, Advanced Case Search, WordPress Plugin Updates, Case Review Best Practices, FuseDesk LIVE, and Your LIVE Q&A! https://youtu.be/VyfCGC4vcKA?rel=0&showinfo=0 Basic Searches Mentioned during the call were these great examples of searches that you can try from the sidebar: Bob (name starts with Bob) B S (first name starts with B, last with S) Keep Reading...

Viewing Sent Emails and Case Replies

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...