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
Click App Store under Configuration on the left side menu. The App Store is displayed.
Step 2: Configure and 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.
Click Settings under the Customer Service app you wish to configure and activate.
Data required
Field name | Required | Description |
|---|---|---|
Enable this feature if Service Desk has been installed | Yes | Select On to have access to Service Desk functionality. This enables Service Desk for use in both WebShop and the Management Interface. Select Off to remove access to Service Desk functionality. |
Click Activate to complete enabling Service Desk.
What do I see in the Management Interface?
Once Service Desk is enabled, an additional menu option appears on the left-hand menu.
What does my customer see in WebShop?
Once Service Desk is enabled, your customers can use the live chat interface to add, respond to, or view comments associated with the open quotation.
Once Service Desk has been activated, your customers can use the live chat interface to add, respond to, or view comments associated with the open sales order.
Once Service Desk has been activated, your customers can add, respond to, or view messages associated with the open invoice or credit note.
Remember
You can only add comments, respond to, or view messages of non-PDF versions of invoices or credit notes.
If your ERP retrieves PDF versions of your documents, the comments functionality is unavailable for those documents.
