You can add where the original support request came from by clicking on Custom Fields and selecting the Channel from the drop down:

Custom Fields Channels

The Support Agent experience will be similar to the End User experience  except that it will be occurring inside the WP-ADMIN center.  The support agent will be able to access any Private Credentials that the customer has provided by clicking on the “View Private Credentials” link in the metabox on the right hand side of the ticket.

Because it is a metabox, it can be located anywhere on the right hand side so, in your installation of WordPress you might have to scroll down a a bit to find it.  However, the link will look similar to that shown in the green circle in the image below.

as-pc-agentexperience03

When clicked, the following form will pop up:

The agent can then use the data via standard copy-and-paste key-board key combinations.

Note: Good security practice would be to have all agents delete the credentials after using them. They can do this using the DELETE button.

In order for the end-user to access the Private Credentials form they must first create a ticket AND save/submit that ticket.  Once that has been completed, a new button will appear on the ticket named Enter Private Credentials.  You can see where that is generally located on the ticket in the image below – circled in green.

as-pc-enduserexperience01

When the user clicks that button they will be shown the Private Credentials form as shown in the image below:

How To Use The Form

This form initially looks complicated but it is very easy to use.  Most users usually have just one set of credentials to use.  So the form is set up to allow them to start entering data right away into the fields shown.

  • System: Any name that defines what the credentials are for.  Eg: WordPress, Windows, TeamViwer, FTP etc.
  • Username: The Username associated with the credentials.  Most credentials are simple user names and passwords/
  • Password: The Password associated with user/pw pair of credentials.

Clicking the SAVE button will save the credentials to the ticket.

Entering Multiple Credentials

Should the user need to provide multiple sets of credentials, they can do so by using the ADD CREDENTIALS button.

The user can then simply fill in the fields and click the SAVE button again to add an additional set of credentials.

When the user is ready to exit the form and return to the ticket they can simply click the CLOSE button.

When the ticket is refreshed (the user can click CTRL-R to refresh), the Private Credentials button will show a number in parentheses that correspond to the number of private credentials stored on the ticket.

as-pc-enduserexperience03

Clicking the View Private Credentials button again will pop up the form to display the data that was previously entered.

An agent can add a user directly from the ticket screen.  

Lets say that an agent is taking a phone call from a customer and needs to open a new ticket for that customer.  

Instead of navigating away from the ticket screen, the agent can simply add the new user directly from the new ticket screen.  The Add User link is located in the Ticket Details metabox (usually located on the right hand side of the ticket screen).

Ticket List In User Profile Screen

Admins with access to the user profile screen can now see a list of tickets for the user directly in that screen.  Clicking the ticket # will take you directly to the ticket screen.

Agents can add unlimited signatures and choose from any of them when replying to a ticket.  They can make one of the signatures their default which will automatically populate the reply box every time they view a ticket.

Signatures can be viewed beneath the reply area of the ticket – just click the Signatures tab.

Signatures can be added, deleted and updated directly from the signatures tab.  

Warning:  If the agent clicks UPDATE without typing a reply then the customer will get an email alert with just the agent signature.

Agents can create PERSONAL TODOs that are tied directly to their profile.  Only admins can see an agent’s personal list – other agents cannot view each others’ list.  Each personal list is date and time stamped.  And they will all show up at the bottom of any ticket for that agent as well as in the WordPress user profile screen for that agent

Add Personal Todo

  • Scroll down to the bottom of the ticket
  • Click the Add Personal Todo button
  • Fill in your todo in the popup window.
  • Click the Add Todo button to save the item to the list
  • Hit the ESC key on your keyboard to exit the popup window.

Delete Todo

  • Scroll down to the bottom of the ticket and locate the Personal Todo metabox
  • Click the Delete  link next to the item you’d like to delete.

Duplicate Todo

  • Scroll down to the bottom of the ticket and locate the Personal Todo metabox
  • Click the Duplicate link next to the item you’d like to duplicate.

Edit Todo

  • Scroll down to the bottom of the ticket and locate the Personal Todo metabox
  • Click the Edit link next to the item you’d like to edit
  • Update your item in the popup window.
  • Click the Save Todo button to save the updates.
  • Hit the ESC key on your keyboard to exit the popup window.

Mark Complete

  • Scroll down to the bottom of the ticket and locate the Personal Todo metabox
  • Click the Mark Completed link next to the item you’d like to mark as complete.  This action cannot be reversed!

You can also perform these actions in the WordPress User Profile screen.

Agents can create PERSONAL notes that are tied directly to their profile.  Other agents cannot view each others’ notes.  Each personal note is date and time stamped.  And they will all show up at the bottom of any ticket for that agent as well as in the WordPress user profile screen for that agent

Add Personal Note

  • Scroll down to the bottom of the ticket
  • Click the Add Personal Note button
  • Fill in your notes in the popup window.
  • Click the Add Note button to save the note.
  • Hit the ESC key on your keyboard to exit the popup window.

Delete Note

  • Scroll down to the bottom of the ticket and locate the Personal Notes metabox
  • Click the Delete  link next to the note you’d like to delete.

Duplicate Note

  • Scroll down to the bottom of the ticket and locate the Personal Notes metabox
  • Click the Duplicate link next to the note you’d like to duplicate.

Edit Note

  • Scroll down to the bottom of the ticket and locate the Personal Notes metabox
  • Click the Edit link next to the note you’d like to edit.
  • Update your note in the popup window.
  • Click the Save Note button to save the updates.
  • Hit the ESC key on your keyboard to exit the popup window.

You can also perform these actions in the WordPress User Profile screen.

Agents can create support notes that are tied directly to the customer profile.  Each support note is date and time stamped.  And they will all show up at the bottom of any ticket for that customer as well as in the WordPress user profile screen.

Add Support Note

  • Scroll down to the bottom of the ticket
  • Click the Add Support Note button
  • Fill in your notes in the popup window.
  • Click the Add Note button to save the note.
  • Hit the ESC key on your keyboard to exit the popup window.

Delete Note

  • Scroll down to the bottom of the ticket and locate the Customer Support Notes metabox
  • Click the Delete  link next to the note you’d like to delete.

Duplicate Note

  • Scroll down to the bottom of the ticket and locate the Customer Support Notes metabox
  • Click the Duplicate link next to the note you’d like to duplicate.

Edit Note

  • Scroll down to the bottom of the ticket and locate the Customer Support Notes metabox
  • Click the Edit link next to the note you’d like to edit.
  • Update your note in the popup window.
  • Click the Save Note button to save the updates.
  • Hit the ESC key on your keyboard to exit the popup window.

You can also perform these actions in the WordPress User Profile screen.

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