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How do I configure and manage Service Desk?

Purpose and scope

Customer Service Desk adds an online communications channel to your WebShop. Once installed and activated, your customers can add queries and comments to their sales orders, quotations, invoices and credit notes from within their WebShop dashboard. As the merchant, you can view, sort and respond to customers' messages from within Management Interface.

This article provides a step by step on how to enable Service Desk in Management Interface and WebShop.

Step by step

Assumptions

  • You are logged into Management Interface.

  • You have previously installed the app - read How to use the App Store for more information.

Step 1: Open App Store

Open

Click App Store under Configuration on the left side menu. The App Store is displayed.

Step 2: Configure and manage

Configure & manage

Locate the Customer Service category in App Store. The apps included in this category are available as part of the standard Digital Commerce product.

AppStore-ServiceDesk.png

*Click Settings under the Customer Service app you wish to configure and activate.

AppStore-ServiceDesk-Settings.png

Data required

Field name

Required

Description

Enable this feature if Service Desk has been installed

Yes

Click On to have access to Service Desk functionality. This makes the Service Desk screens available for use in both WebShop and Management Interface.

Click Off to remove access to Service Desk functionality.

Click Activate to complete enabling Service Desk.

What do I see in Management Interface?

Management Interface view

Once Service Desk has been activated, an additional menu option is available in the left side menu.

ServiceDesk-ManagementInterface.png

What does my customer see in WebShop?

On Quotations page

Once Service Desk has been activated, your customers can

  • add comments from the detailed Quote screen

  • view a list of comments associated with this quote

ServiceDesk-WebShopQuotations.png
On Order History page

Once Service Desk has been activated, your customers can

  • add comments from a detailed sales order screen, which is opened when you view Order History and select the relevant sales order

  • view a list of comments associated with this sales order

ServiceDesk-WebShopSalesOrder.png

On Finance page

Once Service Desk has been activated, your customers can

  • add comments from the Invoice and Credit Note screens, which is opened when you view the relevant invoice or credit note

  • view a list of comments associated with this business document

Key point

You are only able to add comments to non-PDF versions of documents. If your ERP retrieves PDF versions of your documents, the comments functionality is not available for use for those documents.

ServiceDesk-WebShopInvoice.png

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