Once Nifty Desk is installed, you will have an option in your WordPress dashboard called ‘Nifty Desk’, select this option to open up the Nifty Desk dashboard.
The Nifty Desk dashboard is where you and your support agents are able to see the support requests from your users and ticket statuses for each support request.
The Nifty Desk dashboard categorizes support threads into the following categories:
- Your unsolved tickets – all tickets that do not have a status of ‘closed’ or ‘solved’. Tickets that have ‘new’, ‘pending’ or ‘open’ will be displayed here that are assigned to your account.
- All unsolved tickets – all tickets that do not have a status of ‘closed’ or ‘solved’. Tickets that have ‘new’, ‘pending’ or ‘open’ will be displayed here for all agents.
- New tickets – tickets that have recently been submitted are assigned a status of ‘new’ and can be filtered by selecting this option. This is great to see tickets that are unanswered by an agent.
- Open tickets – tickets that are currently waiting for a response from an agent are displayed here.
- Pending tickets – tickets that have been responded to from a chat agent are displayed here and are awaiting a reply from the customer.
- Closed tickets – tickets that have been marked as solved or closed by a chat agent.
Individual ticket details:
In the Nifty Desk dashboard, you will be able to see general information about tickets that have been received to give agents a quick overview of the user, subject of the ticket, when the ticket was received and more.
- ID – the tickets unique ID, which is used to easily identify a query internally between agents. Each ticket ID is unique and increments as a request is received.
- Subject – a quick overview of the query received that is filled out by the user. This helps to internally assign tickets to the right support agent.
- Requester – who submitted the ticket.
- Created – the time the ticket was submitted.
- Updated – the time when the ticket was last updated.
- Priority – the priority of the ticket: low, high, urgent or critical.
- Responses – the number of replies within a ticket, including the agent and users messages.
- Owner – which support agent the ticket is assigned to.
- Channel – what channel the ticket belongs to
Categorised in: Basic
This post was written by Dylan