How do I configure and manage 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 provides a step by step on how to enable Service Desk in Management Interface and WebShop.
Step by step
Assumptions
You are logged into Management Interface.
You have previously installed the app - read How to use the App Store for more information.
Step 1: Open App Store
Click App Store under Configuration on the left side menu. The App Store is displayed.
Step 2: Configure and manage
Locate the Customer Service category in App Store. The apps included in this category are available as part of the standard Digital Commerce product.
*Click Settings under the Customer Service app you wish to configure and activate.
Data required
Field name | Required | Description |
|---|---|---|
Enable this feature if Service Desk has been installed | Yes | Click On to have access to Service Desk functionality. This makes the Service Desk screens available for use in both WebShop and Management Interface. Click Off to remove access to Service Desk functionality. |
Click Activate to complete enabling Service Desk.
What do I see in Management Interface?
Once Service Desk has been activated, an additional menu option is available in the left side menu.
What does my customer see in WebShop?
Once Service Desk has been activated, your customers can
add comments from the detailed Quote screen
view a list of comments associated with this quote
Once Service Desk has been activated, your customers can
add comments from a detailed sales order screen, which is opened when you view Order History and select the relevant sales order
view a list of comments associated with this sales order
Once Service Desk has been activated, your customers can
add comments from the Invoice and Credit Note screens, which is opened when you view the relevant invoice or credit note
view a list of comments associated with this business document
Key point
You are only able to add comments to non-PDF versions of documents. If your ERP retrieves PDF versions of your documents, the comments functionality is not available for use for those documents.
