Description

Dwesk service desk centered around customer and agent interactions. Dwesk allows to add customer in three methods

1. Add at the time of ticket creation
2. Excel based bulk provisioning
3. REST API based

This video explains how to add customer by agent in as front line or call center at the time of ticket creation.

Step to adding a customer

1. Login to the Dwesk firstly.
2. Go to the settings tab and click user settings then select a customer.
3. Now u see the customer management flow.
4. Click on a plus mark and type name.
5. Then type address.
6. Type contact.
7. Type your NIC and other relevant fields.
8. Click on a save button.
9. You will see added customer in flow.

Last updated 2020-Feb

Description

Dwesk provide "ticket type" which uses for many dynamic features including

1. Separate company internal tickets from customer involved ticket
2. Multiple work flows.

This video explains how to create ticket type for customer complaints.

Step to create Ticket Type

1. Login to the Dwesk firstly.
2. First click on a project tab, select work flow settings.
3. Go to the ticket type, now you can see ticket type management flow.
4. Click on a plus mark and go to add ticket type window.
5. Type your ticket name and add service level agreement.
6. Put a tick on involve customer next click on save button.
7. Now you can see the created ticket in window

Last updated 2020-Feb

Description

Dwesk provides option to create a ticket with category and/or sub category. These are optional fields which helps to categorize tickets and provide special options. For example system can provide variable SLA based on category and sub category of the ticket. Also report and queues can filter tickets based of these fields.

Step to create category and sub category

1. Login to the Dwesk firstly.
2. Go to the top of the interface and click create tickets.
3. Select product.
4. Add title in summary of the issue.
5. Add description provide detail of the issue.
6. Click the plus mark is showing in the category.
7. Type category name and click add button.
8. Click the plus mark is showing in the subcategory.
9. Type subcategory name and click add button.
10. Division and agent automatically assign by desk.
11. Click the save button.
12. In the reported by me tab you can see the ticket window.

Last updated 2020-Feb

Description

Dwesk provides a way to answer questions (vital information) at the time of creating a ticket. In a scenario where untrained staff available or high employee turnover business such as call centers to guide agent to get all the vital information at the time of ticket creation. This will save both time and money of the agent and customer by minimizing avoiding back and forth information requests.

Step to create vital information

1. Login to the Dwesk firstly.
2. Go to project tab click project settings and select vital information.This opens a new window.
3. Click on the plus icon to enter vital information.
4. Select the product.
5. Select the category.
6. Select sub category.
7. Click on the plus icon to add new vital information question.
8. Add relevant question to services
9. You can add any number of question as you like.
10. Once you complete adding vital informations click the save button to save the details
11. In the vital information management window you can see added questions
12. These vital informations will be available when agent creating ticket for this product

Last updated 2020-Feb

Description

Dwesk Vital information questions or frequently asked questions helps front line agents to create customer tickets with all the information necessary to solve the issues. This will eliminate the need for calling customer back to collect the data. Overtime supervisor can add or remove the vital information to improve the complaint management process. Controlled set of customer information sufficient to handle the complaint will be shown to agent as well as front line agents such as call center

Step to create ticket with vital information

1. Login to the Dwesk firstly.
2. Click create task tab.
3. Select relevant product.
4. Add customer ID or mobile number and click search.
5. Add title.
6. Add description.
7. Select category.
8. Select sub category.
9. Fill vital information.
10. Vital information acts as an Frequently Asked Questions.
11. Which provides guideline for front line agents to collect data methodologically.
12. Desk automatically select Department and assign agent for this task.
13. Click save button to create the ticket.
14. Go to task tab, select my task and click reported by me.
15. In reported by me tab you can see the task you assign.
16. Task category, sub category,vital information answers, description like all necessary details added to the task.
17. In the customer section customer details required to solve the issue displayed.

Last updated 2020-Feb

Description

Dwesk provide configurable queues to agents to view tickets in real time. This video explains how to configure simple queue with two variables.

Step to add queues

1. Login to the Dwesk firstly.
2. To create a queue, go to queues tab.
3. To create a new queue click on "Add new queue" button.
4. Enter the queue name.
5. Enter the field name as reporter.
6. Select And Open brackets,Select the field name as status.
7. Select equals and set the value as Open and close the brackets.Click the save button.
8. Create a ticket to agent.
9. For that enter ticket title.
10. Enter Description.
11. Select division,select agent and click save button.
12. In the reported by me tab you can see the ticket.
13. Agent get the bell notification for received ticket.
14. Agent go to queues tab.
15. In the "All queue" displaying all the tickets including the tickets just created by you.
16. By clicking created queue he can see only open tickets received from you.

Last updated 2020-Feb

Description

Dwesk work flow approvals allows admin to configure agent or group of agents to approve state change in work flow. This option could be applied for workflow which required approvals such as leave approvals, quality checking, goods delivery etc.

Step to add approvals

1. Login to the Dwesk firstly.
2. Go to project tab select workflow setting and click the ticket type.
3. In that window click action button and select edit ticket type.
4. Put a tick to "approval pending" in update ticket type page. And save it.
5. Then again go to Action button and select Edit Work Flow.
6. You needs to add approvals before closing the ticket.
7. Click the plus mark and select agent who approve the tasks and save it. In this case You are the approving agent.
8. Instead of single agent you can add agent group for the approval.
9. Now approval at ticket closing is configure.
10. Agent 1 create a ticket to Agent 2.
11. Select title.
12. Select division and agent. And save it.
13. Agent 2 get the ticket from John.
14. Agent 2 start the ticket.
15. Put a comment to it.
16. Agent 2 close the ticket. By the time it's shows get the approval from you.
17. Go to tasks tab and click the approve button.
18. In the Approval tab is showing the ticket details.
19. Click action button and select view button.
20. Clicked the approve button to approve the request.
21. Now Agent 2 can see ticket got approval.
22. Now Agent 2 can close the ticket.

Last updated 2020-Feb

Description

Dwesk provides option to use carbon copy of emails by using agent mention in a ticket. Once mentioned agent can view or act on the ticket without restriction of SLA. This feature is use for inspection, escalation or collaboration while working in tickets.

Step to mention another agent

1. Login to the Dwesk firstly.
2. You assign a task to Agent 1.
3. You think agent 2 also should know about this ticket.
4. For that go to tasks tab select my task and click reported by me tab.
5. Change the status of the ticket to ongoing.
6. Enter "@" and select the Agent 2 from the drop down.
7. And put the comment.
8. Agent 2 get the email notification.
9. Agent 2 also get the notification in desk.
10.Now Agent 2 can view this ticket.

Last updated 2020-Feb

Description

Custom fields use to add new fields to the tickets to capture all the details necessary complete a task. This helps Dwesk to-be configurable to use in any industry. This video describes use of custom fields in call center.

Step to create a ticket with custom fields

1. Login to the Dwesk firstly.
2. For that go to project tab select workflow settings and click ticket type.
3. In that window click the plus mark to create new ticket type.
4. Add new name to ticket type.
5. Add service level agreement in hours.
6. Select drop down box and put tick to custom field types need. In this case lets put tick to all the elements.
7. Lets put sample values to the custom fields.
8. Put a tick to involve customer and save it.
9. Now custom fields added to tickets.
10. To create a ticket go to create task.
11. Then select ticket type.
12. Provide relevant customer number and click search button then it shows customer.
13. Add task title.
14. Add description.
15. Select category.
16. Select subcategory.
17. Enter customer verification number.
18. Select date.
19. Select time to update customer.
20. Answer diagnostic questions.
21. Select warranty status.
22. Fill vital information.
23. Select Division and agent.
24. Click save button to save the details.
25. To see the ticket, go to task tab,select my tasks and click report by me tab.
26. In report by me tab you can see the ticket with custom fields and answers.
27. You can download all the custom fields included in the ticket as a report.
28. To create product report with custom fields go to reports tab and click project reports.
29. Click the menu button and select custom fields.
30. Click the plus mark to add custom fields.
31. Select custom fields in drop down menu.
32. Click the set button to save it.
33. Select add report query.
34. Select field name as product.
35. Select product as HP and click the generate button.
36. It will take few seconds to generate report.
37. Once report is generate you can download it.
38. Click download button to get the report and save it.
39. Report contains all the parameters of the tickets in selected product Including custom fields details.

Last updated 2020-Feb

Description

Dwesk agile product reports provides option to includes all the fields in a tickets such as custom fields, vital information,category, sub-category in the reports. Agent can filter out exactly which fields should be included in the reports.

Step to create product report with custom fields

1. Login to the Dwesk firstly.
2. To create product report with custom fields go to reports tab and click project reports.
3. Click the menu button and select custom fields.
4. Click the plus mark to add custom fields.
5. Select custom fields in drop down menu.
6. Click the set button to save it.
7. Select add report query.
8. Select field name as product.
9. Select product as HP and click the generate button.
10. It will take few seconds to generate report.
11. Once report is generate you can download it.
12. Click download button to get the report and save it.
13. Report contains all the parameters of the tickets in selected product Including custom fields details.

Last updated 2020-Feb