Using the feedback in FuseDesk will allow you to find out how well your support teams are handling cases in real-time or over time. Let’s configure your feedback settings: In FuseDesk, go to Preferences, then Departments. Ratings and Feedback will be at the bottom Configure feedback settings by department. Feedback Delay - How long after 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...
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...
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...
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 Keep Reading...