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How to Navigate the Support Agent Interface

 

ProProfs Help Desk offers a clean and tidy interface, enabling support agents to access, prioritize, and resolve tickets faster. The help desk comes armed with various tools to perform a wide range of customer support activities, such as creating tickets, sorting them in a specific order, etc.

 

With an intuitive support agent interface, you can:

 

• Prioritize critical tickets

• Sort tickets in a few different ways

• Analyze data collected from tickets & build your knowledge base

 

Let us take you through the support agent interface in detail:

 

Dashboard

 

Upon logging into your ProProfs Help Desk account, you will land on the dashboard. Here’s a quick view of it:

 

 

1. On the left panel, there is a dropdown menu. You can choose to look at all tickets or just the tickets assigned to you.

 

In addition, there are Child Tickets and the names of all the inboxes. The More section has ‘Bookmarks’ to let you view bookmarked tickets, and the ‘Vault’ is where all your deleted tickets get stored.

The dashboard also lets you manage tickets in bulk based on your requirements.

 

 

In the ticket inbox, you can view the following tickets:

 

• New: These are new and unassigned tickets.

• Open: These are tickets that the agents are working on

• Pending: Tickets that are awaiting customer reply.

• Hold: Tickets that have been assigned to agents/teams and are awaiting an internal reply.

• Sent: Tickets to which you have responded appear here.

• Overdue: Tickets that are past their configured maximum due time.

 

 

2. The search bar lets you perform a search as specific as you want.

 

 

3. You can go online/offline using this option.

4. You can switch the default view and choose to display all tickets under different statuses or only those associated with you the next time you log in.

 

 

5. You can download tickets in an Excel sheet format with a single click.

6. You can sort your tickets in chronological order, i.e., Newest to Oldest or Oldest to Newest.

7. You can create a new ticket using this option.

 

 

Reports

 

Agents who are not administrators can access their reports. As a result, they can gauge their performance and work on their weak areas. The image below depicts the summary report for the agent.

 

Along with the summary, report agents can access all of their other reports under the same section.

 

 

Tickets

 

The below image depicts the ticket interface which agents use to reply to the customer with ease. Enter the response text in the field provided and hit send.

 

 

Agents can send responses as Send as Resolved, Send as Pending, or Send as Hold. You can also attach a file with your answer.

 

 

Also, you can edit properties on the right panel. You can assign tickets to support staff, change ticket status, add a label, set a priority, and add a due date.

 

Below the properties icon, there is an option to edit custom fields, add a task, access the knowledge base, and create a Salesforce case.

 

 

 

ProProfs AI

 

The Help Desk features ProProfs AI, an innovative tool designed to assist agents in responding to customer queries faster and more accurately. This AI-powered solution ensures smoother workflows, helping agents deliver excellent support with ease.

 

Key Features of ProProfs AI:

• Automatically analyzes customer queries and identifies the sender's intent.
• Provides AI-suggested responses across multiple categories, such as:
  • Acknowledge: Apologize and assure customers that the issue is being investigated.
  • Confirm: Confirm receipt of the query and provide a status update.
  • Request: Ask for additional details to resolve the issue.
  • Apologize: Provide an apology and explanation.
  • Update: Share the latest information or progress regarding the customer's query or issue.
     

How to Use ProProfs AI:

1. Open a customer query in the ticket interface.
2. Scroll down to locate the ProProfs AI icon and click on it.
   
   
    
3. In the 'How do you want to reply?' section, you can review multiple categories of AI-suggested responses.
   
   
    
4. Click the Insert button to select the category that best fits the situation. You can also rephrase the response and adjust its tone as needed.
   
   
    
5. Edit the response if needed, and send it to the customer by choosing one of the following options: Send as Resolved, Send as Pending, or Send as Hold.
    

Profile

 

Agents can access and edit their Profiles in the My Account section. Manage actions like updating passwords, names, and profile pictures.

 

That's all about the ProProfs Help Desk interface for the support agents. If you encounter any issues or have any questions, don't hesitate to reach out to our support team.