Start Using Support Channels

Getting Feedback with Pop-up/Embedded Widgets

UseResponse allows collecting feedback and private requests not just from support center but right on your website or application. This would make users find solutions or share their thoughts without even knowing support email or feedback portal.

To configure "Support Center" widget, go to Administration » Widgets, set up required parameters of your tab, settings of the pop-up or embedded form, choose color pallet and copy the widget code.

Paste the code on the pages where you'd like it to be seen. It could be the exact place of your website if you choose it to be embedded, or any location between of your html pages. Widget will automatically adapts to the resolution along with mobile friendly interface.

There is also an option to add Live Chat widget on any page, where you want users to get instant support.

Convert Emails into Tickets

To get all inbound requests into one system, you need to set up outgoing mailbox, incoming mailbox or email forwarding and ticket rules for notifications.
All mailing options are available in Administration » Email and Administration » System » Help Desk.

Outgoing Mailbox

In cloud version, you have standard outgoing mailbox in form like support@account.useresponse.com. You can change it to your own email account. Make sure that outgoing and incoming mailboxes are the same to convert emails into tickets.


In self-hosted package, you can leave "Native" connection and just add custom mailbox name of your domain where UseResponse is installed


Incoming Mailboxes / Email Forwarding

By default, in Cloud version you have mailbox for email forwarding in the form like support@account.useresponse.com. You can setup any of your corporate emails or emails of your agents to forward to this mailbox. Later, you'll define who will receive notifications in ticket rules. Here is how you can set up forwarding rule in GMAIL.

With Self-Hosted package, you'll need to add POP/IMAP mailbox that should be exactly the same as outgoing mailbox. Other mailboxes could be any of your agents corporate emails.

Note

You can use your own outgoing and incoming mailboxes by purchasing add-on and set up SPF record to send emails properly

Reply to Comments via Emails

When all mailboxes are set up correctly, all emails that will come to your incoming mailboxes would be converted into replies, if they should be posted as comments or in tickets according to Ticket Rules.

In cloud version, it works by default. In self-hosted version, you'll be notified about issues in Agents Bar with further instructions in Administration area.

Agents Notifications & Subscriptions

Notifications in system are simple to understand - any user/agent/admin that is subscribed to specific topic/ticket/announcement will receive all notifications of discussions on that object that is within visibility options.

Agents always see private objects - knowledge base articles, tickets, faqs. 

There are several ways to subscribe or unsubscribe to specific object:

  • By clicking on relative links on objects page by user;
  • While submitting the request, user is automatically subscribed;
  • While posting request from the name of the user by agent, this user is also automatically subscribed;
  • On adding comment;
  • Agent can select subscriber from the list of agents on "New Topic/Ticket" forms. This way, notification rules set in the Admin area would be with lower priority;
  • By sharing ticket to other users and clicking on Subscribe;
  • Agents can see the list of subscribers in Options of the object.

Automation of Notifications

You can automate system to notify only required agents based on specific conditions. 

Feedback Notifications

Notifications on all incoming ideas, questions, problems or thanks could be set up based on number of conditions starting from category, custom fields and ending with requester information. On Administration » Automation & Notifications you have to choose event type, conditions and following notification actions:

  • Don"t notify - agent will never receive notification on this object unless he is subscribed manually;
  • Notify - agent will be notified only once on object creation;
  • Notify & Subscribe - agent will always receive notifications of discussions on this object;
  • Set Responsible - agent will be notified, subscribed and set as responsible on the topic.

Tickets Notifications

Tickets have the same options to operate with notifications that could be managed in Administration » Automation & Notification.

By default all incoming tickets would be created to notify all agents. You can create new triggers or override the existing one and test rules right from that page to see if you set them up correctly. 

Other Support Channels (API - Integrate with Other Applications, Twitter, Facebook)

You can use our Restful API in order to get requests into UseResponse from 3rd party appliсations, websites or mobile applications.

Social Networks like facebook and twitter could be connected in Administration » Social Networks to parse all requests into UseResponse with ability to reply right from your support system.

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