Using 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 describes Service Desk and how to set it up and use it.
Benefits
Key benefit is:
Extends and complements your traditional customer service with an in-software communication channel
How it fits together
The Customer Service Desk app is available in our App Store. It adds an online communications channel to your WebShop. Your customers can add comments, requests, and queries on a particular sales order, quote, invoice or credit note that they have a query about. You can respond to that query easily, without having to search and locate a particular business document. The app supports:
Near real-time chat function,
Email notifications to keep your and your customers up to date with the most recent communication,
Complete conversation history in both WebShop on the relevant business document’s screen and in the Management Interface, and
Functionality to filter, sort, and search the comments listing screen in the Management Interface.
More information
Set up
Service Desk is available as an app that you can install and activate from the App Store in the Management Interface. For more information, read Using our app store in the Management Interface to learn how to install this app. Read How do I configure and manage Service Desk? for information on how to configure and manage this app.
Using Service Desk as a merchant
Assumptions
You are logged into the Management Interface.
Service Desk has been installed and activated.
View comments
When Service Desk is enabled, a new menu item appears in the left-hand menu. The content body on the right lists all comments.
To view more information about a specific comment, select 
, located to the right of the comment you wish to expand. This displays a screen with two tabs:
Chat - providing you with a time-stamped, conversation-style history of all messages sent between you and your customer associated with this business document.
Details - providing you with details of this business document (sales order, quotation, invoice, or credit note).
Sort Chat listing screen
Select the column heading to sort its contents.
For example, select Type to sort transaction types alphabetically.
Add a comment
To add a comment to a particular document,
Locate the entry on the listing screen.
Select
, located to the right of the entry. This opens a view of the chat history, with the most recent comment at the bottom of the screen.Enter your comment in the text box, and select Send. Your customer receives an email notification of your comment, and the comment is visible in their WebShop, associated with the appropriate business document.
Using Service Desk as a customer
Assumptions
You are logged into WebShop.
Service Desk has been installed and activated.
Your customer can view and add comments to the following business documents:
Quotes, found on the Quotations screen,
Sales orders, found on the Order history screen,
Invoices and credit notes, found on the Finance screen.
When a comment is added by either the customer or you (the merchant), an email notification is sent to the customer. The customer can quickly open WebShop to see the full conversation history on the related business document.
Watch
In this scenario, your customer has placed an order. After reviewing the order, your customer wishes to order more of the product. Using the Service Desk chat function, your customer sends a request to increase the quantity to order, you respond, and then update the order to the required number.
Watch this scenario play out.