3. Administration

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1. Who is the Administration section for?

I am the administrator of a business manager, that is to say a company that manages sub-companies or sub-accounts. The companies managed by my company can send me requests for assistance.

2. What will I find in the Administration section?

In this part, I will find out how to create a managed business.

I will also find out how to configure the ticket system to adapt the Apizee solution to the needs of my managed business and my own business.

Index:

  1. Who is the Administration section for?
  2. What will I find in the Administration section?
  3. Creation of a managed company
  4. Creating users for a company
  5. Configuration of tickets

3. Creation of a managed business

For the creation of a managed company I go to the “Company” tab in the “ADMINISTRATION” part of the left menu and I click on “Managed companies”.

 

 

Once in the menu I can see the companies I supervise and add them, to do this I click on “Add a company” below the list.

 

I must then fill in the various necessary information related to the company I have just created.

The company is now created, I can connect to it and add users (next chapter) by going to the managed companies menu and clicking on the pencil on a black background at the end of the line.

 

I then arrive on the edit menu of the company, I can modify the information previously filled in and connect to this company. I click on “Connect to this company” in green and on the left.

 

To find out which company I am connected to, just look at the top left of the menu bar in the white box (here “Example”).

 

4. Creating users for a company

 

For the creation of a user I go to the “Company” tab in the “ADMINISTRATION” part of the left menu and I click on “Users”.

 

I then arrive on a page which groups all the users linked to the company. Below the users I click on “Add a user”.

 

When creating the user I have two possibilities:

  1. “With validation by email”: with this option the user will receive a confirmation email and in it he will receive a link to create his password.
  2. “Without confirmation by email”: I define the username I want (the username can also be an email address) and the password.

 

 

I decided to create “Mathieu” with the password “Mathieu1985” (Attention the password must contain at least: 8 characters, 1 capital letters, 1 lower case letter and 1 number). I don’t forget to press “Save”. It is possible to generate a random password by clicking on “Generate”.

Once I have created the user I can give him different roles.

 

 

5. Configuration of tickets

I want to activate notifications for support requests

To access the notifications, I go to the side menu.

In the Company section I click on Company  settings.

Then  in the Notifications  tab I click on Events notifications.

Notifications des événements

 

There are 5 categories of event notifications:

  1. Opening ticket notifications
  2. Ticket update notifications
  3. Ticket closure notifications
  4. Invitation reminder
  5. Escalation notifications

1. Opening ticket notifications

Ticket opening notifications are used to inform the various assistance parties (the requester, the agent and the supervisor) of the acceptance of the opening of a new assistance request.

1.1 I want to activate a notification telling an agent that his supervisor has assigned him a ticket

I activate the assigned Event notification .

In what context is the notification sent? ► The notification is sent when the supervisor has assigned the event to an agent.

Who receives the notification? ► The agent to whom the supervisor assigned the event.

What is the status of the ticket?

► 

1.2 I want to activate a notification telling the requester that their request has been accepted

I activate the Approved event notification .

In what context is the notification sent? ►  A person from the support company opens the ticket (agent or supervisor)

Who receives the notification? ►  The applicant

What is the status of the ticket?

► 

 

2. Update notifications

Update notifications are used to inform the various assistance parties (the requester, the agent and the supervisor) of the progress of the ticket.

 

2.1 I wish to activate a notification indicating to the supervisor a new event request.

I activate the notification New event request .

In what context is the notification sent? ► The notification is sent when the requester has created a request for assistance using the form.

Who receives the notification? ► The supervisor of the support company

What does the notification contain? ► The elements entered by the applicant in the assistance form.

What is the status of the ticket? 

2.2 I wish to activate a notification indicating to the requester that assistance has started.

I activate the assistance notification Event started.

In what context is the notification sent? ►  The notification is sent at the start time of the assistance, in case the requester has accepted the invitation

Who receives the notification? ►  The applicant

What is the status of the ticket?

 

2.3 I wish to activate a notification indicating that the assistance session has ended

I activate the Event complete notification .

In what context is the notification sent?  

►  There are 2 cases:

  • The requester or the agent of the support company has chosen in the dashboard to change the status to finished
  • The support session was ended by the system at the scheduled end time

Who receives the notification? ►  The agent of the support company

What is the status of the ticket?

 

2.4 I wish to activate a notification indicating that the requester has refused the invitation to a support session

I activate the Notification of refused event notification .

 

 

In context is the notification sent?  ► In the event of a non-urgent request, the requester has the option of accepting or refusing the invitation sent by the support company. Notification sent when requester refuses invitation

Who receives the notification? ► The agent of the support company, at the origin of the invitation

What is the status of the ticket? 

 

2.5 I want to activate a notification telling the agent that the invitation to the support session has expired

I activate the expired event invitation notification .

In what context is the notification sent? ► When the invitation to assistance has remained unanswered by the requester after a predetermined time (see Events> Configuration> Advanced options> expiration time after invitation)

Who receives the notification? ► The agent behind the invitation

What is the status of the ticket?

 

2.6 I want to activate a notification indicating that a comment has been added to the ticket

I activate the Comment notification added to an event

In what context is the notification sent? ►  The person receiving the notification was not connected to assistance when the requester, agent or supervisor commented on the ticket.

Who receives a notification? ► The agent of the support company or the applicant (next who wrote the comment)

What is the status of the ticket?

3. Closure notifications

Closure notifications are used to inform the various assistance parties (the requester, the agent and the supervisor) of the reason for the closure of the ticket.

Notifications de fermeture d'événement

3.1 I wish to inform the requester that their request for assistance has been rejected.

I activate the Event rejected notification.

 

In what context is the notification sent? ►  The applicant is not eligible for assistance from my company or the request does not fall within the field of competence of my company. The reason for rejection is informed by the supervisor when he decides to reject the request.

Who receives a notification? ► The applicant

What is the status of the ticket?

►  Ticket rejeté

 

3.2 I wish to inform the requester that the agent has closed the ticket.

I activate the notification Closed event

Notification Evénement fermé

 

In what context is the notification sent? ►  Assistance is ended, the agent closes the ticket and indicates the reason for closing the ticket.

Who receives a notification? ► The applicant

What is the status of the ticket? 

 

3.3 In the event of automatic ticket closure, I would like the requester to be informed that the ticket is closed.

I activate the notification Expired event closed

In what context is the notification sent? ► The assistance has ended but neither the agent nor the supervisor has closed the ticket. The system closes the ticket automatically after a delay established by the administrator.

Who receives the notification? ► The applicant

What is the status of the ticket?

 

4. Invitation reminder

I want to activate a notification reminding the invitation to assistance

I activate the Notification of invitation to assistance notification

In what context is the notification sent? ►  When the agent or supervisor of the support company has invited the requester to a scheduled assistance session, he receives the notification x minutes before the scheduled assistance time.

Who receives a notification? ► The requester and the agent in charge of assistance.

5. Escalation notifications

Escalation notifications are used to inform the supervisor of cases of pending tickets.

They are conditioned by the actions made or not by the agent before the end of the previously defined acknowledgment time ( see configuration of the acknowledgment time ).

5.1 I wish to activate a notification indicating to the supervisor that the ticket has been closed automatically following an invitation refused.

I activate the Escalation of event notification : refusal

In what context is the notification sent? ► In the case of a non-urgent invitation, the requester can refuse the invitation. The notification is sent if, after the requester’s refusal, the agent has not sent a new invitation within the time allowed for acknowledgment.

Who receives a notification? ► The supervisor

What is the status of the ticket? 

5.2 I wish to activate a notification inviting the supervisor to close the ticket following its transition to the Completed state

I activate the Escalation event notification : finished

In what context is the notification sent?  ►  There are 2 cases:

  • The requester or the agent of the support company has chosen in the dashboard to change the status to finished
  • The support session was ended by the system at the scheduled end time

Following this, if the agent has not closed the ticket within the time allowed, the supervisor receives the notification inviting him to close the ticket.

Who receives the notification? Supervisor and agent

What is the status of the ticket? 

5.3 I want to activate a notification telling the supervisor that the ticket has been closed automatically after the expiration of the invitation

 

I activate the Escalation of event notification : expired

In what context is the notification sent? ► When the invitation has expired and the agent has not re-invited the applicant within the time allowed for acknowledgment.

Who receives the notification? ► The supervisor

What is the status of the ticket? 

 

I don’t forget to click on Save to save my configuration changes.

 

Is it possible to configure the assistance route?

 

Yes, for that I go to the assistance options: in the Events section , I click on  Configuration.

 

  1. I define the audience who will have access to the assistance request form
  2. I configure the assistance offer
  3. To help the agents to carry out the assistance I wish to add a report template
  4. I adjust the paths for creating a request and inviting assistance
  5. I configure the assistance request form
  6. I want to customize the notification messages

 

1. I define the public who will have access to the assistance request form.

 

On the support options page, I click on the visibility tab.

 

1.1 How to choose who can access the assistance request form?

 

► I choose who can access the assistance request form depending on the people to whom this service is addressed.

As part of a B to B assistance , I choose the managed companies (customers) public  : I only authorize my sub-account companies (client companies) to contact my company to make a request for assistance.

 

The options Invited people only and All (public) concern B to C assistance. For the description of these options, I refer to the documentation relating to this type of assistance.

 

1.2 Why should I choose a user group assigned by default?

 

► I choose from among the user groups of my company, the one that will receive the new requests.

This option is mandatory so that support requests are not lost. Any new request will be notified to the user group supervisor.

1.3 Why enter a support email address?

 

► I would like to give the applicant the possibility of contacting the support company by email in the event of a technical problem

► The requester will see the support email address at the end of the creation of the assistance request form as follows:

 

I don’t forget to click on Save to save my configuration changes.

 

2. I configure the assistance offer

2.1 I want to offer assistance that allows several experts to connect.

 

I check the  Conferences managed by your experts box.

Conferences managed by your experts

This option allows you to provide assistance with more than 2 people. It can be used in the case of a double expertise requiring the intervention of other agents or experts.

The agent handling the request for assistance invites the requester to a videoconference as well as the people involved in the diagnosis.

 

► The applicant will receive an invitation allowing them to join the assistance session by videoconference from their mobile or computer.

2.2 I wish to allow the applicant to contact an agent by videoconference

I check the box Contact agent 

Contact an agent

This option allows you to provide assistance by connecting the requester and the agent in videoconference from a mobile. The applicant will use the camera on his mobile to allow the agent to establish a live visual diagnosis.

► The applicant will receive an invitation to assistance allowing him to contact an agent from his mobile

 

2.3 I wish that the applicant can only send media to the agent

I check the Upload media box  .

Media upload

This option allows the agent to carry out a diagnosis from photos or videos.

► The applicant will receive an invitation to assistance enabling him to transmit media (photo or video) to the agent.

I wish to determine a maximum number of media transmittable to the agent

I inform the maximum number of media that the applicant can transmit to the agent.

I want to add a link to the General Conditions of Use on the home page of the support form

► I insert the url of the General Conditions of Use page

► The link will be visible and clickable by the applicant on the home page of the assistance form. By continuing to create the ticket, the applicant accepts the T & Cs.

I want to insert a link to a Support Guide on the home page of the support form

► I check the Assistance guide box and I insert the url of the page containing the assistance guide

► The link will be visible and clickable by the applicant on the home page of the assistance form

I don’t forget to click on Save to save my configuration changes.

2.3 I would like the caller to be able to send media to the agent if the agent is not available for a video conference.

I check the options  Contact an agent and Media upload.

Agent contact and media upload

► The applicant may, as a priority, contact an agent by videoconference. However, if it is not available, the applicant will be able to send him media while waiting to be able to possibly contact him by videoconference.

 

I inform the maximum number of media that the applicant can transmit to the agent.

I want to add a link to the General Conditions of Use on the home page of the support form

► I insert the url of the General Conditions of Use page

► The link will be visible and clickable by the applicant on the home page of the assistance form. By continuing to create the ticket, the applicant accepts the T & Cs.

I want to insert a link to a Support Guide on the home page of the support form

► I check the Assistance guide box and I insert the url of the page containing the assistance guide

► The link will be visible and clickable by the applicant on the home page of the assistance form

I don’t forget to click on Save to save my configuration changes.

2.4 On the assistance creation page, I want to add general conditions of use.

After writing the general conditions of use, I indicate the URL of the page:

GTU General Conditions of Use

► Before creating their assistance request, the requester can read the T & Cs by clicking on the link:

 General conditions of use assistance request

 

2.5 I would like to add an Assistance Guide to help the applicant complete their application

After creating my support guide, I indicate the URL of the page:

► Before creating their request for assistance, the requester can read the guide by clicking on the link:

3. To help the agents carry out the assistance, I wish to add a report template.

 

I have the option of adding a report template that will be attached to any new audience. This document can be a support memo or a report to be completed, for example.

In the Report tab, I click on Browse to attach the inspection model, respecting the maximum file size).

This model will appear on the dashboard of any new assistance request. If its format allows, it can be modified by the agents and supervisors of the support company.

Note : The report is a shared document, the applicant will also have access to it, from the ticket dashboard.

 

I don’t forget to click on Save to save my configuration changes.

4. I adjust the paths for creating a request and inviting assistance

In the Assistance options section , I click on the Advanced tab :

Options des assistances Options avancées

4.1 I define the options for creating an assistance request

 

I have different options, depending on my use case :

  • Requesters will be regular and I hope that agents do not have to enter their contact details every time : I activate the use of the contact form

 

When the agent creates a new assistance request, he will have access to the contact list. He can also create a new contact who will be added to the drop-down list.

 

  • The agents will be in contact with specific applicants : I deactivate the use of the contact form.

The agent will fill in the contact information, which will only be used for this assistance request.

 

  • I wish to guide the requester by proposing a list of standard fields to qualify their request for assistance : I activate the Use type field option .

Utiliser le champ type

For the use of type fields to be effective, I listed the useful type fields and I sent them to Apizee.

► When filling in the assistance request form, the requester will choose the type field corresponding to their need from the drop-down list.

 

  • The requests for assistance are very diverse, I want to let the requester indicate the type of assistance he needs : I deactivate the Use type field option

When filling out the assistance form, the applicant will write the type of assistance required.

 

I don’t forget to click on Save to save my configuration changes.

  • I choose which page to display after the creation of a ticket / event by an agent.

 

I choose to display the invitation page if the agent sends the invitation to the assistance after the creation of the assistance.

 

  • I choose to display the edit page if the person entering the request for assistance is not the one inviting the requester.

Page d'édition affichée après la création d'un événement

4.2 I define the options to adjust the invitation course to the needs of my business

  • The requests for assistance are not all urgent, I wish to be able to allow the agents to plan the assistance sessions : I activate the  Activate planning option

Agents will have the option of inviting requesters to an immediate assistance session or a scheduled assistance session:

 

  • All support requests should be processed as soon as possible, I do not wish to allow agents to schedule a support session : I deactivate the Activate planning option

Agents will invite requesters to an immediate assistance session without going through the assistance planning page.

 

  • I would like the invitation to assistance to be sent by SMS and by email : I activate or deactive the options Invitation Email and Invitation SMS

 

4.3 I define the durations relating to the tickets to adjust the route according to my needs

The durations defined in this part make it possible to determine times of inaction (on the part of the applicant or the support company) beyond which an action is carried out automatically (automatic closure of the ticket or sending of a notification).

 

Duration of expiry after invitation  : time of inaction beyond which the ticket goes into expired state if the applicant has not joined urgent assistance or if he has not accepted the invitation non-emergency assistance.

Maximum expiration time: time of inaction beyond which the ticket is closed automatically (after the expiration of an invitation or after the end of a support session)

Maximum acknowledgment time : inaction time beyond which the supervisor receives the escalation notification

Notice of end of transfer notification: inaction time beyond which media transfer is no longer possible

Public page access limit: Number of days beyond which the public page is no longer accessible

 

I don’t forget to click on Save to save my configuration changes.

5. I configure the assistance request form.

When the requester makes a request for assistance himself, he fills out a form that I can configure.

In the Events section , I click on  Configuration.

Configuration Evénements

 

 

5.1 I want to configure the home page of the support request form

 

In the Welcome tab , I select the language I want to use.

I am writing the text I want to appear on the welcome page of the support request form.

I click Save.

► The applicant will see the text as follows:

 

5.2 I wish to guide the applicant in the description of their need.

 

In the Request tab , I select the language I want to use.

I write the text that I want to appear in the description insert of the form.

I click Save.

► The applicant will see the text as follows:

 

5.3 I would like to add a help page to assist the applicant in the procedure.

 

In the Help tab , I select the language I want to use.

I’m writing the text I want to appear in the help popup.

I click Save.

 

► The applicant will see the text appear as follows:

In the left side menu, I choose to customize the Graphic Theme.

Thème graphique

 

I choose the Apizee Diag tab :

 Personnalisation Apizee Diag

 

In the Logo section of support requests , I click on Browse to choose the file I want to appear at the top of the support request form.

Note : I take into account the characteristics of the file: the image must be in PNG format, its minimum resolution must be 1024 × 680 pixels and the file size must not exceed 5 MB.

Personnalisation Logo demande d'assistance

I then click on Save to save the configuration change.

 

The applicant will see the logo appear as follows:

I want to change the background image of the support page

In the left side menu, I choose to customize the Graphic Theme.

Thème graphique

 

I choose the Common tab :

 Personnalisation Commun

I click Choose File to select the file I want to appear in the background of the support request and the support itself.

Note : I take into account the characteristics of the file: the image must be in JPG format, its minimum resolution must be 1024 × 680 pixels and the file size must not exceed 5 MB.

Personnalisation Arrière plan

 

I then click on Save to save the configuration change.

 

I want to customize the notification messages.

 

Where can I find notification templates?

1. There are 2 ways to access the configuration of notification templates:

  • Method 1: in the Personalization section  , I click on  Notification templates.

I then click on  Events

  • Method 2:  In the Events section , I click on Configuration.

In the Advanced Configuration section , I click on Notification Templates.

 

I arrive on the configuration page Models notification.

 

How to customize notification templates?

1. I choose the notification that I want to modify, for example:  Approved event 

2. I click on  Add a new model

3. I fill in the Name and Description of the model I want to create.

I click Create.

 

4. I can modify the notification that will be sent by email by clicking on the Email version tab .

I can customize:

  • The image of the header : I choose a png or jpg file of 2 MB maximum, in minimum format of 600 x 210 pixels
  • Language : I choose the language in which I write the text of the notification
  • The content of the notification: I modify the text of the notification and I choose the tags that I want to insert. (To know the list of tags and their correspondence, I refer to the part relating to this subject)

 

How can I see the changes I am making to the notification template?

In the overview I see the changes in real time.

 

I don’t forget to click on Save to save my configuration changes.

 

5. I can modify the notification that will be sent by SMS by clicking on the SMS version tab .

What are the customizable features?

I can customize:

  • Language : I choose the language in which I write the text of the notification
  • The content of the notification: I modify the text of the notification and I choose the tags that I want to insert

► Attention: I take into account the limitations linked to the SMS format:

When I send an SMS message of more than 160 characters, the message is split into several parts. The messages are then segmented into 153 characters and sent individually, then reconstructed by the recipients’ devices. For example, a message of 161 characters will be sent with two separate messages, the first with 153 characters and the second with 8 characters.

If, in an SMS message, I include a non-GSM character like certain Western characters, this message must be sent using UCS-2 coding. Messages containing UCS-2 characters are limited to 67 characters and are then concatenated into messages segmented into 67 characters, even if the messages contain less than 160 characters.

 

In the preview, I can see the changes I’m making, in real time. The preview allows me to see how many SMS correspond to the message I wrote.

I don’t forget to click on Save to save my configuration changes.

 

6. I can configure the support  request link by clicking on the Advanced Options tab  .

I register the link to the page or application where the assistance will take place.

 

7. I activate the new model.

On the models dashboard, I pass the model I just created to On . If it remains off, the default template will be sent.

 

What are the tags offered to me?

  • Assistance requests link  : allows the requester to connect to assistance by clicking on the inserted link.
  • Event reference: event reference assigned by the support company when creating the assistance request
  • Event ID  : identifier or number of the event
  • Title of the event : the title is given by the requester when he fills out the request for assistance form or by the person of the support company during the creation of the request for assistance
  • Description of the event : description provided by the requester in the request for assistance form or by the person from the support company when creating the request
  • Priority of the event  : the priority has been defined by the supervisor of the support company
  • Applicant details  : information contained in the applicant contact form
  • Current date: today’s  date
  • Current  time: time at time of action
  • Support requests link: link to reach support
  • Link : link to the ticket dashboard, this link allows you to open the ticket on the web ( cloud.apizee.com 1 or web page)
  • Manager name : inserts the name of the supervisor who assigned the event
  • Planning date : inserts the date of the planned assistance
  • Acceptance link : inserts a link allowing the requester to Accept assistance. This tag must be inserted with the refusal link to allow the requester to choose to accept or refuse the date of assistance.
  • Link refusal : inserts a link allowing the applicant to refuse assistance. This tag must be inserted with the acceptance link to allow the requester to choose to accept or refuse the date of assistance
  • Content of the comment : inserts the comment text added to the ticket by the requester, the agent or the supervisor
  • Reason for closure : insert the reason for closure as written by the agent or supervisor when the ticket is closed

 

1. Custom domain

Note: cloud.apizee.com or your domain name (url, internet address)

It is possible that your company or your project may benefit from a specific domain name. So instead of typing: cloud.apizee.com , you can type for example:  mycompany.apizee.com  or myproject.apizee.com or even cloud-sante.monpreneur.fr and get the same service and this potentially with personalization graphic or functional. This is why there may be differences between your product and our documentation.

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