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8
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63
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6
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75
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21
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6
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10
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2
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1
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1
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7
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6
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2
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2
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2
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4
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1
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2
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0
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1
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4
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1
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2
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1
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0
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7
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1
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3
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1
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2
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4
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1
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1
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0
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1
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0
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1
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Marketing
13
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1
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5
Stopped
1
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2
Approval
2
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2
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0
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0
Management
5
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0
In progress
1
Stopped
1
Waiting
1
Approval
1
Deferred
0
Completed
1
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0
Technical support and service
9
Open
4
In progress
2
Stopped
1
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0
Approval
0
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1
Completed
1
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0
Mobile application development
3
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0
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0
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0
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1
Approval
1
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0
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1
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0
Project management
6
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1
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2
Stopped
0
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0
Approval
1
Deferred
0
Completed
2
Frozed
0
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admin@demo.helpdeskstar.org
Service information
Name:
Demo
Active to:
01.01.2024 02:00
File storage:
142 MB/3 GB (used 4.6%)
Staffs:
18 / 0
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Ukrainian
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Add channel
Channel name
The short name that will appear in the ticket source tooltip, etc.
Department
- None -
Web development
Recruitment and personnel management
Management
Project management
Data analytics
Technical support and service
Software development
Cybersecurity
Accounting
Marketing
Designers
Mobile application development
- None -
Settings
Vertical Tabs
Channel
API key
Thread
SLA
SLA in hours. It is set when a message is received
Status
Open
In progress
Stopped
Approval
Deferred
Completed
Open
Executant
- not set -
Responsible staff
Розробник ПЗ Катерина
Веб-розробник Ігор
Розробник моб. додатків Олена
Менеджер Іван
Розробник ПЗ Дмитро
Адміністратор
Дизайнер Катерина
Менеджер Дмитро
Бухгалтер Анна
Тех. підтримка Анастасія
Менеджер Петро
Анатлітик Максим
Аналітик Юлія
HR Юлія
Дизайнер Віталій
Маркетолог Дмитро
Кібербезпека Олена
Розробник моб. додатків Вікторія
Перша лінія підтримки
Responsible staff
Priority
It is set when the thread is created and does not change in the future.
Low
Medium
High
Critical
Low
Type
It is set when the thread is created and does not change in the future.
No type
Technical support
New functionality
Report an error
No type
Contacts
Responsible staff
- Not specified -
Розробник ПЗ Катерина
Веб-розробник Ігор
Розробник моб. додатків Олена
Менеджер Іван
Розробник ПЗ Дмитро
Адміністратор
Дизайнер Катерина
Менеджер Дмитро
Бухгалтер Анна
Тех. підтримка Анастасія
Менеджер Петро
Анатлітик Максим
Аналітик Юлія
HR Юлія
Дизайнер Віталій
Маркетолог Дмитро
Кібербезпека Олена
Розробник моб. додатків Вікторія
- Not specified -
On message from channel
Behavior depending on the status of the thread
Open
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
In progress
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
Stopped
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
Waiting
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
Approval
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
Deferred
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
Completed
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Initiate the creation of a new thread
Only process message
Work schedule
Send an out-of-hours notification
Message
<p>The company is currently outside of working hours. We will respond to your message during our working hours: [work_schedule:short].</p><p>Thank you for your understanding!</p>
Welcome message
A message that a new user will see. You can explain what kind of bot it is and for what purposes it was created.
<b>Welcome to the viber bot [site:name].</b> <p>In today's world it is very important to stay connected, so we created this channel of communication.</p> <p>Here you can get answers, set a task, even when there is no computer nearby</p> <p>But first you need to get proof of identity.</p>
[available tokens]
Phone question
Message before requesting a phone number.
<p>Please provide a phone number for identification.</p>
[available tokens]
Mail question
Message before requesting e-mail address.
<p>Sorry, we could not identify you by phone number.</p></p><b>Please also provide an email address.</b></p>
[available tokens]
Authorize
User notification of successful identification and the ability to write a message to support.
<p>You have provided all the necessary information.<p><p><b>All further messages will already be sent to the support service.</b></p>
[available tokens]
Registered
User notification of successful registration and the ability to write a message to support.
<p>You are registered with the support service. An email with login information has been sent to your inbox.<p><p><b>All further messages will be sent to the support service.</b></p>
[available tokens]
Thread created
Notification of the client about the creation of a thread
Message
<p>At your request, the task number [tickets_thread:thread_number:value] was created.</p><p>Wait for the manager's response</p>
[available tokens]
Thread close
Notifying the client about closing the ticket
Tickets with statuses in which a new ticket will be created are considered closed. That is, the setting "Behavior depending on the status of the ticket" is specified as "Contribute to the creation of a new ticket"
Message
<p>Your thread [tickets_thread:thread_number:value] is closed.</p><p>If you still have questions on this topic, write a new message and specify the above number.</p>
[available tokens]
Spam detect
Count messages (from client) after manager answer
Disable functionality
5
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8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
Disable functionality
During time
Any time
1 min
3 min
5 min
10 min
15 min
20 min
25 min
30 min
45 min
1 hour
Any time
Message
<p>Our manager doesn't get sick, doesn't go on vacation, doesn't take sick leave, doesn't drink coffee, but sometimes you have to wait for an answer 😊</p>
Rating request
Coverage
Disable rating request
10%
20%
30%
40%
50%
60%
70%
80%
90%
Submit requests per thread
Disable rating request
Message
<p>We value your partnership and strive to enhance our customer support service. Kindly take a moment to rate our performance by following the link below:</p><p><a href="rating-url]">[tickets_thread:rating-url]</a></p><p>Thank you for your time and feedback!</p>
[available tokens]
Демонстраційна версія: можливість збереження каналу заблоковано!
All customer requests and internal tasks of employees in
one system
Order system
