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Support desk

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Answer customers in the Support inbox

Answer customers in the Support inbox The Support desk (customer inbox, chat widget, email), the internal request desk and Tasks come with the Kipwise Premium and Branded plans. They also come with the Kipwise Agent while its trial or paid plan is active: installing the Agent puts a workspace that is not on Premium or Branded onto Premium. On another plan, upgrade to Premium in Settings > Plans & Billing to turn them on. Admins find the settings in Settings > Public Site & Support, and the Tasks settings in Tasks. Before the customer inbox or the request desk can be used, an admin has to choose its group in those settings. The customer inbox lists every conversation that came in from the chat widget or by email. You open one, read it, reply, and close it. Only members of the group chosen under Who answers can use it. Until an admin has chosen that group, the inbox shows Support isn't set up for this workspace yet, or Kipwise can't check your access right now. and the line "Try again in a minute; if it keeps happening, contact [email protected]." Find a conversation Click Support in the left bar. Under Customers, pick a view: Unassigned: open conversations nobody owns. Handed-off AI conversations and new emails land here. Mine: open conversations assigned to you. All: every open conversation. Snoozed: conversations that come back later. Closed: finished conversations. Customer tickets: conversations that were turned into tickets. Each row shows the customer, the title, the channel (for example Widget, Email or Slack) and what the AI did: Handed off by AI, AI answered, AI answer helped or AI is answering. A Priority tag, a Snoozed time and a Waiting time show when they apply. A green dot before the title marks a conversation you have not read. To look for a conversation, type part of a title in Search by title… and press Enter. The search covers every state, open or closed. Clear the box to go back to the view. Read a conversation Click a row. The middle shows the messages: what the customer wrote, the AI's answers with their sources, internal notes in yellow and your team's replies. A line such as "Kipwise Agent handed this to your team" marks where the AI stepped back. Opening an unread conversation marks it as read. When the AI handed a conversation over and nobody owns it yet, a banner at the top says "The AI handed this to your team. The customer is waiting." Click Assign to me in the banner to take it. Reply or leave an internal note The box at the bottom has two buttons, Reply and Internal note. The text you typed stays when you switch between them. Choose Reply to write to the customer, or Internal note to write for your team only. A note is never sent to the customer, and the box turns yellow to remind you. Type your message. It can be up to 8,000 characters. Click Send, or Add note for a note. The line beside the button says where a reply goes: Email conversation: "Goes to (the customer's address) by email." A reply in an email conversation always goes by email. Chat widget, customer seen on the page in the last 5 minutes: "(Name) is on the page: your reply shows in the widget." Chat widget, customer left more than 5 minutes ago: "(Name) left the page: your reply also goes by email." This needs an address. Without one, the line says "(Name) sees your reply the next time they open the widget." Shared Slack channel: "Posts in the shared Slack channel." For a note, the line says "Not sent to the customer." Use a saved reply If your team has saved replies, a Saved replies menu appears next to Send on the Reply tab. Open Saved replies and pick one. The text replaces what is in the box. Edit it if you like. Click Send. This screen uses the saved replies your team already has. You can't create or change them here. Assign, set priority, snooze, close The buttons under the title work on the open conversation: Assign: the menu at the left. Pick a teammate, or Support team (nobody yet) to leave the conversation unassigned. Assign to me is a shortcut. Priority: marks the conversation as priority. The button reads Priority: on while it is set. Click it again to clear it. Snooze: pick In 1 hour, Tomorrow 9:00 or Next Monday 9:00, in your own time zone. The conversation moves to Snoozed and comes back at that time, or sooner if the customer writes. Click Unsnooze in the banner to bring it back now. Close: finishes the conversation. A closed conversation has no reply box. Click Reopen to continue. Tags and the customer panel The right side shows the customer and the conversation. On a narrow window (about 1,280 pixels or less) this panel is hidden. Customer: name, whether they are a Customer or a Lead, their email with its status (Email works, Bouncing, Marked as spam or Unsubscribed), location, device, when they were last seen, and their tags. A fact with nothing to show is left out. If their email is bouncing, a banner warns that replies by email will not reach them. Conversation tags: click the × on a tag to remove it, or open Add tag to add one. You can add the tags your team already has. New tags can't be created here. Conversation: the channel, the AI state and the owner. Turn a conversation into a ticket When a conversation needs follow-up work, convert it. Click Convert to ticket under the title. Open Ticket type and pick a type. Types with fields that must be filled when a ticket is created are not listed. Click Convert. A line confirms "Ticket #... created." Click it to open the ticket, or find it later in Customer tickets. Customer tickets Customer tickets lists the tickets your conversations became. In Search tickets, type part of a title, a requester's name or a ticket number. Sort the list by Recently updated, Newest or Priority. In a ticket you can change the priority, reply to the customer and leave internal notes. Claim, Assign and the state button above the ticket work as they do on the request desk. Tick Wait for the requester when you reply and expect an answer, then click Send reply. Link a ticket joins a customer ticket to a Tracker ticket. A link always joins one Tracker ticket and one Customer ticket.

Last updated: 2 hours ago

Set up support email

Set up support email

Last updated: 2 hours ago

Work internal requests on the request desk

Work internal requests on the request desk The Support desk (customer inbox, chat widget, email), the internal request desk and Tasks come with the Kipwise Premium and Branded plans. They also come with the Kipwise Agent while its trial or paid plan is active: installing the Agent puts a workspace that is not on Premium or Branded onto Premium. On another plan, upgrade to Premium in Settings > Plans & Billing to turn them on. Admins find the settings in Settings > Public Site & Support, and the Tasks settings in Tasks. Before the customer inbox or the request desk can be used, an admin has to choose its group in those settings. The request desk is for requests from your own teammates, such as access to a tool, a laptop or a purchase. People ask in Slack or Microsoft Teams the way they already do. Each request becomes a ticket with its own thread, and your team works it in Support under Team. Only members of the group chosen under Who works the requests can use it. Until an admin has chosen that group, the desk shows Support isn't set up for this workspace yet, or Kipwise can't check your access right now. and the line "Try again in a minute; if it keeps happening, contact [email protected]." Find a ticket Click Support in the left bar. Under Team, pick a view: Triage: new tickets nobody owns yet (state Submitted). Mine: your open tickets. Open: tickets in progress. SLA breached: tickets that missed a response target. Use the menu to switch between SLA missed and SLA at risk. Waiting on requester: tickets waiting for the requester's answer. Resolved: finished tickets. Under Queues, each queue has a view of the tickets still open in it. A row shows the number, state, priority, when the next reply or resolution is due (or how long ago it was missed), the title, the requester, the queue, when it was last updated and who owns it. In Search tickets, type part of a title, a requester's name or a ticket number. The menu next to the search box sorts the list: Due first, Recently updated, Newest or Priority. Read a ticket Click a row. The header shows the number, title, state, priority, due time, requester, request type, queue and where the request came from, for example a Slack reaction, a direct message to the agent, a watched channel, Teams or the web. Below it: Summary: the agent's short summary of the request. Suggested by the agent: the agent's guess for the type, queue and priority. Click Apply to set the queue and the priority, or Dismiss to ignore it. The type of a ticket never changes after it is filed, so it is only shown. History: the messages and notes, oldest first. On a very long ticket, click Show more to load the newer ones. On the right: Requester, Ticket (type, queue, priority and any answers from the request form), Linked issue and Related tickets. Claim, assign and change the state The buttons in the header work on the open ticket: Claim: appears while nobody owns the ticket. Click it to take it. Assign: search for a teammate and pick them. The ticket can only go to someone in the desk's group. The state button, which shows the current state: pick In progress, Waiting on requester or Resolved. For Resolved, choose how it ended: Resolved, Cancelled, Rejected or Duplicate. Add a reason if you like, up to 1,000 characters, then click Save. To change the priority (Urgent, High, Normal, Low) or the queue, use the lists in the Ticket card. Reply to the requester The box at the bottom has Reply to the requester's name and Internal note. Choose Reply to ... to answer, or Internal note to write for your team only. Type your message, up to 8,000 characters. To park the ticket until they answer, tick Wait for the requester. The ticket moves to Waiting on requester. Click Send reply, or Add note. A reply to a Slack request posts in the requester's Slack thread, and a reply to a Teams request in their Teams chat. On Teams the requester can't reply in the thread yet. The box is not shown once a ticket is resolved. Ask for approval Use approvals when someone has to agree before you go on, for example a purchase. In the Approval card, click Ask for approval. Choose A person or A group, then pick who. Write why approval is needed, up to 280 characters. This is optional. Click Ask for approval. The card then shows who was asked, when, and the state: Waiting for approval, Approved or Rejected. Approvers decide with the Approve and Reject buttons in Slack, Teams or email, not in the browser. You can ask again once the first request has been decided. You can't ask on a resolved ticket. A request type can also ask for approval on its own, see "Set up the internal request desk". Approvals need Send desk updates turned on in the desk settings. Link a Jira or Linear issue In Linked issue, click Link an issue. Choose Jira or Linear under Tracker. Enter the Issue key, for example IT-198, and the Issue link, starting with https://. Enter the Issue status and click Save. Later, click Update status to change the status. The status is what you type: this screen does not read it from Jira or Linear. Related tickets and Tasks cards Related tickets shows tickets linked to this one. Click Link a ticket, search by number or title, and pick one. A link always joins one Tracker ticket and one Customer ticket. If your workspace has Tasks, Cards for this ticket lists the Tasks cards that point at the ticket, when there are any. File a request for someone When someone asks in person or by phone, file the request for them. Above the list, click New request. Pick the Requester. Pick the Type. Types with fields that must be filled when a ticket is created are not listed. Type a Title and, if you like, Details (optional). Click Create. The new ticket opens in Triage. If Send desk updates is on, the requester is told as for any other ticket. Where requests come from People can ask by posting in a channel the agent watches, by adding the desk's emoji (ticket by default) to a message, by sending a direct message to the Kipwise Agent, with the "Ask the help desk" shortcut in Slack, or in Microsoft Teams. Admins choose these in the desk settings.

Last updated: 2 hours ago

Getting started with the Support desk

Getting started with the Support desk

Last updated: 2 hours ago

Set up the chat widget

Set up the chat widget The Support desk (customer inbox, chat widget, email), the internal request desk and Tasks come with the Kipwise Premium and Branded plans. They also come with the Kipwise Agent while its trial or paid plan is active: installing the Agent puts a workspace that is not on Premium or Branded onto Premium. On another plan, upgrade to Premium in Settings > Plans & Billing to turn them on. Admins find the settings in Settings > Public Site & Support, and the Tasks settings in Tasks. Before the customer inbox or the request desk can be used, an admin has to choose its group in those settings. The chat widget is the chat button on your website and help center. Visitors ask a question, the Kipwise Agent answers from your public help center, and your team takes over when needed. Their conversations arrive in the customer inbox. Only admins can change these settings. Open the settings Click your profile picture at the bottom of the left bar to open Settings. Click Public Site & Support, then the Chat widget tab. The page has four parts: Look, Words, Conversations and Add it to your website. A live preview sits on the right. Switch it between Closed, Widget and Conversation, and between Desktop and Mobile. Nothing changes for visitors until you click Save changes in the bar that appears at the bottom. Set the look Under Look: Choose a Theme: Auto follows each visitor's light or dark setting, or pick Light or Dark. Under Colour, pick Match my help center (the half-black circle) to use your help center colours, choose one of the colour circles, or use the colour picker or type a hex code such as #1971c2. The colour is used for the launcher, buttons, the header and the customer's own messages. The widget header and launcher show the Chat widget and email logo. If none is set, they show the Kipwise mark. You set it under "Logo" below. Set the words Under Words: Greeting: the welcome text, up to 500 characters. It shows as you wrote it. When to expect a reply: for example "We usually reply within a few hours", up to 255 characters. The widget's own labels follow each visitor's language (English, German or Japanese). Choose how conversations work Under Conversations: Answer with AI first: the agent answers from your public folders and shows its sources. When it isn't sure, or the customer asks for a person, the conversation goes to your team and the AI stays quiet. Ask for an email before the first message: so you can reply after the visitor leaves the page. Who answers: the group whose members see the inbox and get the hand-offs. Pick a group from the list and click Save changes. Nobody can use the inbox until a group is saved. The first time you save, Kipwise sets up the customer inbox for your workspace. If the list is empty, create a group first in Settings > Teammates & Groups. Search links to: shown for information once your public site has an address. Widget search shows your public pages and opens them on your site. It follows your public site address. Add the widget to your website Under Add it to your website: Choose the Position: Bottom right or Bottom left. It is saved in the snippet, so each page can use its own. Click Copy under the snippet. Paste it into your page before the closing body tag. The snippet loads from ticketing.kipwise.com, or ticketing.kipwise.eu if your workspace is in the EU. Under Allowed websites, add each site that may show the widget. Type an exact https address such as https://shop.acme.com, with no path, and click Add. Click Remove to take one off. The widget doesn't load on any other site. Your help center is added for you. Click Save changes. Verify signed-in customers If your customers sign in to your product, you can make sure nobody reads another customer's conversations. Kipwise checks a hash that only your server can make. Under Verify signed-in customers, click Generate, or type a secret of your own. It needs at least 32 characters. Copy the secret to your server now, then click Save changes. The saved secret is never shown again, and a new secret replaces the old one when you save. On your server, sign each customer's id with the secret, as the example on the page shows: an HMAC-SHA256 of the user id, written in hex. On your page, give the widget the customer's user_id and that value as user_hash in window.intercomSettings, the settings object the widget reads. Leave the field empty to keep the current secret. Show the widget on your help center Admins of a workspace with the Support desk also see this on the Help center tab, General: Under Chat widget on your help center, switch on Show the widget on every page. Visitors can then ask from any article. If it says Kipwise has set this up for your site, contact [email protected] to change it. The switch also needs a plan that includes public site customization. Without one, the page says "The current plan does not support public site look and feel customization." and shows Upgrade now. Logo On Help center > General, the Logo section has two logos. The organization logo is used by the site header, the browser tab and the search shortcut, and you change it in Organization Settings. Chat widget and email logo is the one for the widget header, the launcher and the top of support emails. Click Upload and pick a PNG or JPG of 2 MB or less. SVG doesn't work in emails. Click Remove to go back to the Kipwise mark.

Last updated: 2 hours ago

Read the request desk Insights

Read the request desk Insights The Support desk (customer inbox, chat widget, email), the internal request desk and Tasks come with the Kipwise Premium and Branded plans. They also come with the Kipwise Agent while its trial or paid plan is active: installing the Agent puts a workspace that is not on Premium or Branded onto Premium. On another plan, upgrade to Premium in Settings > Plans & Billing to turn them on. Admins find the settings in Settings > Public Site & Support, and the Tasks settings in Tasks. Before the customer inbox or the request desk can be used, an admin has to choose its group in those settings. Insights shows how the internal request desk is doing: how many requests came in, how fast they were answered and solved, and how requesters rated the help. The numbers cover the whole desk. Only the count of tickets opened in the period is split by queue, in By queue. Open Insights Click Support in the left bar. Under Team, click Insights. If Support shows Support isn't set up for this workspace yet, or Kipwise can't check your access right now., an admin has to choose the desk's group first, see "Set up the internal request desk". If it keeps showing, contact [email protected]. Use the menu at the top right to choose the period: Last 7 days, Last 30 days or Last 90 days. It starts on 30 days. What the numbers mean The top row counts tickets: Opened: tickets created in the period. Resolved: tickets that were resolved in the period. Closed: tickets that ended in the period without being solved: cancelled, rejected, a duplicate, closed automatically, or answered by the AI. Backlog: tickets that were still open at the end of the period. The second row shows speed and quality: First reply (median): the middle time between a ticket being opened and its first reply, for tickets opened in the period that got a reply. The line below says how many tickets it is based on. Resolved in (median): the middle time to resolve, for tickets resolved in the period. Met SLA: the share of response targets that were met, for tickets opened in the period. The line below counts how many were met and how many were missed. First reply and resolution targets are counted together. A target that is not due yet is not counted. Tickets that ended without being solved (cancelled, rejected, duplicates, closed automatically or answered by the AI) never count against the resolution target. Rating: the average of the 1 to 5 ratings requesters gave in the period, with the number of ratings. A median is the middle value, so one very slow ticket does not skew it. The breakdowns Below the numbers: Where requests came from: Web, Slack shortcut, Slack reaction, Email, Slack DM to the agent and the other ways of asking, for tickets opened in the period. By priority, By type and By queue: how the tickets opened in the period split up. How requesters rated it: how many ratings of each score from 1 to 5 were given in the period. By teammate: for each teammate, how many of the tickets opened in the period are assigned to them (Assigned) and how many of the tickets resolved in the period are theirs (Resolved). AI answers: how often the agent's answer helped (Answered by the AI) and how often it did not (The AI did not help). Handed over to the team: the title also shows how many requests the agent handed to people. The bars show the reasons as short codes, for example requester_asked, no_answer or low_confidence. Export the tickets Admins also see an Export button next to the period menu. Choose the period. Click Export. Kipwise prepares a file with the tickets created in that period. This can take a short while. When it is ready, click Download the export. The file is a CSV. The download link works once and stops working after about 10 minutes, so use it right away. If you miss it, click Export again.

Last updated: 2 hours ago

Set up the internal request desk

Set up the internal request desk The Support desk (customer inbox, chat widget, email), the internal request desk and Tasks come with the Kipwise Premium and Branded plans. They also come with the Kipwise Agent while its trial or paid plan is active: installing the Agent puts a workspace that is not on Premium or Branded onto Premium. On another plan, upgrade to Premium in Settings > Plans & Billing to turn them on. Admins find the settings in Settings > Public Site & Support, and the Tasks settings in Tasks. Before the customer inbox or the request desk can be used, an admin has to choose its group in those settings. Admins set up the internal request desk once: who works the requests, where requests come from, how they are sorted, and how fast they should be answered. Only admins can change these settings. Open the settings Click your profile picture at the bottom of the left bar to open Settings. Click Public Site & Support, then the Internal desk tab. Most of the page is one form with one Save changes bar at the bottom. Queues, Request types and Response targets save on their own. The first time you save, Kipwise sets up the internal desk for your workspace. It creates the desk's settings, a forwarding email address and a chat widget key. Email stays off until Kipwise turns it on. Queues, Request types and Response targets appear once the desk is set up. Nobody can use the desk until you have chosen Who works the requests and saved. Until then, members who open Support see Support isn't set up for this workspace yet, or Kipwise can't check your access right now. If saving shows "Support isn't set up for this workspace yet. Contact Kipwise to turn it on.", contact [email protected]. Who can ask, and where Who works the requests: choose the group whose members see the desk and work the tickets. If the list is empty, create a group first in Settings > Teammates & Groups. When a response target is missed: choose the group that gets the ticket when a target is missed, or Nobody. Channels the agent watches: a new message in these Slack channels becomes a request. Click Add channel, then choose the channel, the Request type and the queue. Leave the queue on Type's default queue to use the type's own queue. Every channel needs a request type, and a channel can be listed only once. Click Remove to stop watching one. Archived and confidential types are not offered. React to turn a message into a request: anyone can add this emoji to a Slack message, in any channel. Type the emoji's Slack name, such as ticket, 1 to 32 characters without spaces. Triage channel: choose the Slack channel where the team sees new requests, approvals and response target warnings, with Claim and Assign buttons. Shared channels: outside guests who post in these Slack Connect channels start a conversation in the customer inbox. Pick a channel from Add a channel, or click the × on one to remove it. Requests also arrive by a direct message to the Kipwise Agent, the "Ask the help desk" shortcut and Microsoft Teams. On Teams the requester can't reply in the thread yet. AI help Let the agent help on the desk: the agent answers simple requests first, sorts new ones and drafts replies for your team. It uses team credit and is off by default. Sort new requests (shown when the agent is on): Off, Suggest or Do it. With Suggest, the agent shows its pick for type, queue and priority on the ticket and an agent clicks Apply. With Do it, the agent sets them. A summary sits at the top of every ticket. Notify agents by: Email, Slack or Both. Updates in Slack and Teams Switch on Send desk updates so requesters, approvers and the triage channel get messages with buttons, and so task boards can start cards from tickets. Approvals and ratings need it. Confidential tickets never reach boards. It is off by default. The Sending domain line shows the domain the desk's email is sent from and its status. You can't change it here. Timers Each timer is a number and a unit (minutes, hours or days). Enter 0 to turn a timer off. Remind the requester when we're waiting on them Close it if they still don't answer Flag a ticket nobody has touched Alert triage when a ticket has no owner Click Save changes when the form is done. Queues A queue is a pile of tickets worked by one group. Changes here save at once. Click Add queue. Type the Queue name. The Key fills in from the name. You can type your own with lowercase letters, digits, - and _, starting with a letter or digit. Pick the group that works it. The list starts on No group. Turn on the switch after the group to hand new tickets out to the group in turn (Round robin). It needs a group. Click Add queue. In the list, change Worked by or Round robin at any time. Rename changes the name. Archive takes a queue out of use: it leaves the sidebar and the queue menus, but stays in this list marked Archived. Restore brings it back. Request types A request type is a kind of request people can ask for, with its own questions, default queue and approval. Under Request types, click Add type, or Edit on an existing one. Fill in the Name and Description. Choose a Queue for new requests of this type, or No default queue. Under Asks approval from, choose a group if every new request of this type needs approval first, or None. Approvals need Send desk updates turned on. Turn on Confidential to hide the type from the triage channel and from Tasks. You can't change this once a ticket uses the type. Click Add type. On an existing type the button reads Save. After the type is saved, Fields lists what the requester fills in. Click Add field, type a Name, choose the Kind (Text, List, Whole number, Number, Yes or no, Date and time or Files), and tick Required if it must be answered. For a List, type one choice per line under Choices, one per line. Click Save field. The kind of a field can't change once it exists. Click Archive to remove a field from the form. Archive or restore a whole type from the list. Response targets and business hours Under Response targets, set for each priority (Urgent, High, Normal, Low) how soon the first reply and the resolution are due. Type a number and choose minutes, hours or days. A target can be from 1 minute to a year. On a new desk the table starts with suggested values. They only apply after you click Save targets. The clocks only run in business hours. At 75% of a target the assignee is warned. When it is missed, the ticket goes to the escalation group. Choose the time zone under Business hours. For each day, set when you are open. Click Add hours to add a window, or the × to remove one. A day without a window is Closed. A day can have several windows. Under Holidays, type a date as YYYY-MM-DD and click Add holiday. Click Save targets. Discard puts the saved values back.

Last updated: 2 hours ago