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business thrives on customer satisfaction and market growth. Essentially, customers seek an unparalleled user experience. Hence, customers search for brands that provide them with good value for money. So, how do you ensure your customers register a positive user experience every time they come in contact with your brand? The answer is simple. Deploy ngDesk, a SAAS-based ticketing, and customer support management tool. ngDesk offers you a comprehensive business solution designed to match your customer support needs and much more.   

This user guide walks you through all the system features and functions available on your ngDesk portal. The guide walks you through the basic steps on how to use and configure the ngDesk system for the best results. The document is divided into several sections. Each section introduces you to basic and advanced system applications. Click on the available links within each section to learn more about the given feature. 

Step 1 – Create your ngDesk account 

  1. Go to www.ngdesk.com and click on the Sign Up button.  
  2. Fill in the required details.  
  3. Select a suitable subdomain name for your business.  
  4. Click here to learn more about creating your ngDesk account.  
  5. The system will create a dedicated support email address for your subdomain. For instance, your subdomain name is onebiz. ngDesk will create a dedicated support email address for your subdomain and this email address will be support@onebiz.ngdesk.com. When your customers and users send an email to this address, it creates a ticket in your ngDesk portal. 
  6. Your ngDesk portal is all set to start working. 

Step 2 – Add users  

  1. There are multiple ways you can add users to your ngDesk account. 
  2. Go to Manage Users page and click on the Manage Invites button.  
  3. Fill in the details and send user Invites. 
  4. Alternatively, your users can also sign up directly on your ngDesk subdomain. 
  5. Remember, the user details are registered each time a user sends an email to your support email address. 
  6. You can also use the Import Data feature available in the Company Settings page to add multiple users to your portal. 
  7. Assign user roles to restrict and control access to system features and data views. 
  8. Click here to learn more about adding users to your portal. 

 Step 3 – Create user groups/Teams 

  1. Use the Teams option in the sidebar to create multiple teams or user groups as per your business requirements. 
  2. Use Teams to restrict the view and access of your data to selected Teams alone. 
  3. Create custom user roles and define permission levels for each user role depending on your system access requirements. Click here to learn more about configuring custom roles.  
  4. Click here to learn more about using the Teams feature. 

Step 4 – Set up your support channels 

Add multiple support channels to your ngDesk portal. You can integrate Chat support, Facebook support, and configure your email support channels as per your business requirements. 

Chat support  

Ensure prompt responses to your customer queries using live chat support. Embed the chat widget on your support and website pages. And, in case your support agents are not online at any point of time, the customer messages will be converted into tickets on your ngDesk support portal. The ngDesk Live Chat tool offers you instant connectivity with your customers. You can respond promptly to your client queries and user messages. You can even set up automated chat workflows using our Chatbot application. Build your own chatbots and empower your users to service their requests instantly.  

Click here to learn all about chat support settings. Want to learn more about deploying your very own custom chatbots – click here. 

Facebook support 

Most users today prefer to communicate over social media platforms. Integrate your Facebook business page with ngDesk to enable prompt and automated responses to your customer or user posts. The user posts will be converted into tickets and routed to your ngDesk Tickets inbox. The system will send automated notifications to your agents to ensure prompt responses. Additionally, you can set up triggers to send automated responses or automatically route these tickets to specific teams.  

Click here to learn more about setting up your Facebook support. 

Email support 

Email is one of the most applied and trusted support channels. Emails sent to the ngDesk support channel are automatically converted into tickets in your ngDesk portal. You can set up your system to forward all support emails from your external email channels into ngDesk. Additionally, you can also configure the SPF records to allow ngDesk to send emails to your customers from your external email channel.  

Click here to learn more about configuring your Email support channel. 

SMS/Whatsapp support 

Your users can also send support requests through the SMS and Whatsapp channel. ngDesk allows you to set up a dedicated SMS or phone support channel. SMS messages sent to this channel will be routed to the centralized inbox and stored as tickets.  

Click here to learn more about configuring your SMS or Whatsapp support channel. 

Website support 

Design user input forms and embed these forms on your website pages or mobile apps. This enables your users to fill in the required details and submit their support queries for further action. This is a user-friendly support option that makes you more accessible to your existing customers or prospects. 

Click here to learn more about using Forms. 

Step 5 – Customize your portal 

The ngDesk portal, by default, displays the ngDesk icon in the sidebar, signup page, login page, and favicon. Change these icons and customize your portal to display your business icon or logo instead. You can also customize the title displayed on the pages as per your requirements. You want your portal to reflect your business color theme. ngDesk allows you to customize the portal color theme as well. In addition, you can also customize the view of your sidebar as per your user access requirements.  

Click here to learn more about portal Customization options. 

Step 6 – Workflow automations 

ngDesk offers several tools and features designed to ease your customer support tasks. You can add to the efficiency of the support team. Check out the features below to learn more about using these tools to automate your workflows. 

  • Premade Responses  
  • Internal Comments  
  • Triggers  
  • SLAs  
  • Schedules  
  • Escalations 

Premade Responses 

Agents often face repetitive queries from customers. And, they spend a great deal of time typing in the same responses. ngDesk offers you the Premade Responses feature to save your agent’s time and improve performance. Save the answers to routine queries as drafts and use these drafts to send instantaneous responses to your customers. Create and save multiple Premade Response templates for different situations. While answering customer queries simply select the most relevant response template and click on the send button. The dynamic placeholders inserted in your responses customizes the answer sent to the customers. You will see the visible difference in performance outcomes of your support team in no time. 

Click here to learn how to use Premade Responses. 

Internal Comments 

Add useful comments and observations on specific tickets as easy reference for other agents. This is an effective means of sharing important notes or information related to the ticket with other agents who might work on the ticket. The Internal Comments added to the tickets will be visible to the agents only.  

Click here to learn about Internal Comments. 

Triggers 

One of the key advantages of using ngDesk is its Triggers feature. The triggers feature allows you to configure the system to perform specific actions whenever the defined conditions are met. This way you can set up automated workflows to take care of various essential and advanced support functions. For instance, you can create triggers to send automated email notifications or escalate support tickets whenever specified conditions are met. Triggers can also be used to update certain fields or send SMS notifications to agents or users. This dynamic feature allows you to automate your process workflows to a great extent. Consequently, you have better control over your business operations and increased efficiency in performance. 

Click here to learn how to set up Triggers.  

SLAs 

Work timelines are important and even more important is the need to adhere to these timelines. The SLA feature in ngDesk allows you to track your support team’s performance and ensure the SLA terms finalized with your customers are not violated. Configure SLAs to prevent the breach of agreed support timelines. You can create multiple SLAs and link these SLAs to selected escalation rules. You can re-route the support tickets to expert teams, set up violation notifications, and repeat SLA checks to ensure breach of agreed timelines. Configure your portal to automate your workflows and make it more efficient.  

Click here to learn more about configuring SLAs. 

Schedules 

If you have multiple work shifts and teams the ngDesk Schedules tool is just what you need. The tool enables you to create and manage multiple work shifts and time schedules for your teams. The feature allows you to view the schedules and plan your workflows accordingly.  

Click here to learn how to create and manage schedules.  

Escalation 

Define Escalation rules to ensure support tickets are resolved without much time delay. ngDesk provides you with multiple options to configure automated workflows.  

Click here to learn more about configuring workflow automations. 

Step 7 – Self-service goals 

Customers like it when they have the option of resolving their own issues or find the answers to their queries instantly. Self-service options improve customer satisfaction and their engagement levels with your brand. Simultaneously, it also means less number of support tickets, fast response times, and increased service efficiency. Deploy these ngDesk self-service options for improved support outcomes.  

  • Knowledge Base 
  • Chatbots 

Knowledge Base 

Your customized Knowledge Base assimilates relevant information about how to use your product or service, troubleshooting tips, guides, and FAQs. The ngDesk Knowledge Base tool enables you to create a structured information guide for easy reference. The search-able knowledge base makes it easier for your users to find the relevant information without the hassle of scanning through the entire knowledge database. The tool enables you to categorize your information and manage view permissions depending on your user information needs. 

Click here to learn more about setting up your knowledge base. 

Chatbots 

Automated chatbots are becoming popular business tools. Design your own bots in ngDesk and use these bots to improve your customer support team’s efficiency. Chatbots can take care of multiple support functions and save your support agent’s time and efforts on routine issues. Use our pre-designed chatbots to interact with your users to perform specific functions.  

Click here to learn more about designing and deploying your custom Chatbots. 

ngDesk – a complete business solution

The ngDesk platform supports several other powerful features designed that meet your varied business needs. Create custom modules, configure automated workflows for these modules, design and blast your email marketing campaigns, and much more. Click on the links below to learn more about these features and applications.

You can also install the ngDesk mobile app and manage your customer queries from just about anywhere. Well, if you are searching for a powerful help desk tool that is easy to configure and adapt to your specific business needs – Sign Up for ngDesk today.