Table of Contents

Helpdesk Overview

Lordell Updated by Lordell

The Helpdesk hosts all user communication, including inbound inquiries and user feedback—all in one location. To navigate to the Helpdesk, click the Inbox icon located in the upper left-hand corner of the console in the blue navigation bar. 

Inbound 

The inbound folder contains inquiries Capacity was unable to respond to that may need to be added to the Knowledge Base. An inbound inquiry can be resolved by adding the information to the Knowledge Base, mapping it to an existing inquiry, or dismissing it altogether.

For more information on how CoPilots are able to respond to feedback, check out the Responding to Inbound Inquiries article.

Feedback

The feedback folder contains inquiries Capacity has responded to, but the user has flagged for improvement. 

When responding to feedback, the CoPilot can update the response, create a new exchange (an inquiry and response), or dismiss the feedback. 

To learn more about responding to feedback, check out the Responding to Feedback article.

Feedback Overview Screen

The feedback overview screen gives CoPilots a detailed look into why a user flagged the exchange for improvement. The following helpful information is included:

  • Reason for feedback
  • Where the inquiry originated (Slack, Email, Concierge, etc) 
  • Date and time of the inquiry
  • What Dialogue the inquiry matched to 

Filters 

Enables CoPilots to display inquiries by their status, helping them quickly locate any inquiries that need attention. 

You can filter inquiries by Open, Resolved, Dismissed, or On Hold. To filter inquiries: 

  1. Click the “Filters” button located in the upper right-hand corner of the CoPilot Console to expose filter options. 
  2. All filters are selected by default. Click on a filter to deselect it. 

Sort

Allows users to rearrange the information in the CoPilot Console, making it easier to find the information you need. For example, you can sort information by Most Recent, Oldest or Alphabetical order.

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