Description

Dwesk gives option to enable customer portal for any project in Dwesk. Customer portal enables customers to create tickets for portal enabled projects and Dwesk automatically assign agent and work flow

Step to adding a project to customer portal

1. Login to the Dwesk firstly.
2. To add customer go to projects tab.
3. Select project settings.
4. Click on the project.
5. This will open project management window.
6. In this window click the plus mark to add project.
7. Select service desk project.
8. Enter product name in the service desk project name section.
9. Click the service desk project info to select more details of the product.
10. Select division.
11. Select the project manager.
12. Select the brand ambassador which is spokesperson of the product.
13. Select the country which the sales carrying out.
14. Escalation email and mobile.
15. Is important when monitoring the product services in special situations like delay in delivery.
16. Add Default Service level agreement for the product in hours.
17. Add product expiration date if any.
18. Put a tick to customer involve.
19. Select product icon to make the product easily identifiable from other products.
20. Click the browse button to select the icon from where you saved it.
21. Click save button to save the details.
22. In the project management window you can see new product information.

Last updated 3 mins ago

Description

Dwesk gives option to add customers to a product by agent. Once customer add to the product, user account automatically created and system send email with credentials to the customer.Then he can log in to the Dwesk customer portal and create support ticket to product or project he added.

Step to adding a customer to customer portal

1. Login to the Dwesk firstly.
2. To add customer go to settings tab then user setting and click the customer.
3. This will open customer management window.
4. In that window click the plus mark to add customer.
5. Enter customer name,customer email address and other relevant details.
6. Click save button to save the details.
7. You can see customer details added to the table.
8. Email with credentials has been sent to customer email.
9. Now customer can login to the Dwesk customer portal with this credentials.
10. Once logged in he can create tickets to the agents.

Last updated 2020-Jan

Description

Dwesk customer portal enabled customer to log in to the portal and manage tickets. Once customer log a ticket to a product, system automatically assign authorized agent take necessary action . Customer can real time monitor process of the ticket and interact with the agent by providing information such as uploading log files, answering questions.

Step to send complain in customer portal

1. Customer login to the page.It will open customer complain management window.
2. In that window click add ticket.
3. Select product which is having that issue.
4. Select category.
5. Select sub category.
6. Add complain in ticket title area.
7. Then click the save button to send the details.
8. Ticket has been added to complain management table.
9. Desk automatically assign David who id available agent in the company to solve this issue.
10. You can click on action and then click on view button to view the ticket.
11. In the agent login David can see ticket created by customer with relevant details.
12. David click start button on ticket to start working on the ticket.
13. David add a comment to it to inform customer.
14. Customer can see the comment David's written.

Last updated 2019-Dec

Description

Dwesk gives option for customer to send reminder to relevant agent when agent didn't response the ticket on time. Escalation is visible in customer and agent activity log & generate mail/sms notifications. This method give more control to the customer, reduce call center calls and to improve customer service quality.

Step to task escalation in customer portal

1. Asher click escalation now button to send reminder to agent.
2. Reminder notice will go to the responsible agent of the task.
3. Agent get a reminder notification.
4. Agent can also see this escalation in his activity log.

Last updated 2019-Oct

Description

Sometimes custom care agent need more information from customer to solve a ticket created by customer. Dwesk customer portal provide options to add comments and attachments communicate information back and forth between agent and customer.

Step to adding attachment to ticket in customer portal

1. Customer can provide any details as attachments or comments.
2. In this situation agent ask for warranty letter from the customer.
3. For that click the add attachment and click on upload panel.
4. Select the file need to send.
5. In the agent login, customer uploaded file saved as a attachment to the ticket.
6. Agent can download and see this image.

Last updated 2019-Nov