To view your FuseDesk API Usage, head to the Billing Page under Settings. The Billing Page shows you how much your app has been using the FuseDesk API and provides one click access to richer reporting with more details on API Usage. Each new Seat that you add in FuseDesk increases the number of FuseDesk API [...]
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 [...]
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 [...]
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) [...]
On this month's call we covered: Outbound Dialing from FuseDesk, Live Presence and Team Collaboration, Membership Site Best Practices, Reporting Magic, and Managing Support Like a Boss https://youtu.be/GcmvKctbEv8
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
