3. Administration

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  • Who is the Administration Part for?

This part is for me if I use the Apizee solution as an administrator: I am in charge of creating new user accounts and configuring the settings to adjust the Apizee solution to the needs of my company.

 

What will I find in the Administration section?

How to create new users?

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

 

 

 

 

 

 

 

 

 

Then I come to a page that groups all users related 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 this one 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 decide to create “Mathieu” with the password “Mathieu1985” (Warning the password must include at least: 8 characters, 1 capital letters, 1 lowercase and 1 digit). I do not forget to press “Save”. It is possible to generate a random password by clicking on “Generate”.
Once I created the user I can give him different roles.

 

 

Ticket configuration

I want to enable notifications for support requests

To access notifications, I go to the side menu.
In the Company section, I click Business Settings.
Then in the Notifications tab I click Event Notifications.

Notifications des événements

 

What are the different notifications for support requests?

 

There are 5 categories of event notifications:

  1. Opening notifications
  2. Update notifications
  3. Closing notifications
  4. Invitation Reminder
  5. Escalation notifications

1. Opening notifications

Ticket opening notifications are used to inform the various support actors (the applicant, the agent and the supervisor) of the acceptance of the opening of a new request for assistance.

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

I activate the assigned event notification.

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

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

What is the ticket status?

► 

1.2 I wish to activate a notification indicating to the applicant that his request has been accepted

I turn on the Event Approved notification.

In what context is the notification sent? ► The agent (or supervisor) opened the ticket

Who receives the notification? ► The applicant

What is the ticket status?

 

2. Update notifications

Update notifications are used to inform the various support actors (the requester, the agent and the supervisor) about the evolution of the ticket.

 

2.1 I want to activate a notification telling the supervisor a new event request.

I turn on the New Event Request notification.

In what context is the notification sent? ► The notification is sent when the requester has created a request for assistance via 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 ticket status?

2.2 I want to activate a notification telling the applicant that the assistance has started.

I turn on event notification notification started.

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

Who receives the notification?► The applicant

What is the ticket status?

 

2.3 I want to enable a notification that the support session is complete

I turn on the event notification.

In what context is the notification sent?

► There are 2 cases:

  • The requestor or support company agent chose in the dashboard to change the status to completed
  • The support session was completed by the system at the time of the scheduled end time

Who receives the notification?► The support company agent

What is the ticket status?

 

2.4 I want to activate a notification that the requester has declined the invitation to a support session

I turn on the Event Invitation Denied notification.

 

 

In context is the notification sent?► In case of non-urgent request, the applicant has the possibility to accept or refuse the invitation sent by the support company. A notification is sent when the applicant refuses the invitation

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

What is the ticket status?

► 

 

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

I turn on the expired event invitation notification.

In what context is the notification sent?► When the support invitation has been unanswered by the caller after a set time (see Events> Configuration> Advanced Options> Expiration time after invitation)

Who receives the notification?► The agent behind the invitation

What is the ticket status?

► 

 

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

I turn on the comment notification added to an event.

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

Who receives a notification?► The agent or applicant (whoever wrote the comment)

What is the ticket status?

► 

3. Closing notifications

Closing notifications are used to inform the various support actors (the requester, the agent, and the supervisor) of the cause of closing the ticket.

Notifications de fermeture d'événement

3.1 I wish to inform the applicant that his request for assistance has been rejected.

I enable the Event rejected notification.

 

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

Who receives a notification? ► The applicant

What is the ticket status?

► Ticket rejeté

 

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

I turn on closed event notification

Notification Evénement fermé

 

In what context is the notification sent? ► The assistance is complete, the agent closes the ticket and indicates the reason for closing the ticket.

Who receives a notification? ► The applicant

What is the ticket status?

► 

 

3.3 In case of automatic closing of the ticket, I want the applicant to be informed that the ticket is closed.

I turn on expired event notification closed

In what context is the notification sent? ► Support is complete but neither the agent nor the supervisor closed the ticket. The system closes the ticket automatically after a delay set by the administrator.

Who receives the notification? ► The applicant

What is the ticket status?

 

4. How to activate the invitation reminder?

I want to activate a notification reminding the invitation to assistance

I turn on notification Reminder invitation for assistance

In what context is the notification sent? ► When the support company agent or supervisor has invited the requestor to a scheduled support session, they receive the notification x minutes before the scheduled support time.

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

.

5. What are escalation notifications for?

Escalation notifications are used to inform the supervisor of cases of tickets left unresolved.
They are conditioned by the actions taken or not by the agent before the end of the acknowledgment time defined in advance (cf configuration of the acknowledgment time).

5.1 I want to activate a notification telling the supervisor that the ticket has been closed automatically following a declined invitation.

I turn on Event escalation notification: Refusal

In what context is the notification sent? ► In the case of a non-urgent invitation, the applicant may refuse the invitation. The notification is sent if, after a refusal by the applicant, the agent has not sent a new invitation within the period of the acknowledgment period.

Who receives a notification? ► The supervisor

What is the ticket status? ►

 5.2 I want to activate a notification inviting the supervisor to close the ticket following its transition to the Finished state

I turn on Event escalation notification: completed

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

  • The requestor or support company agent chose in the dashboard to change the status to completed
  • The support session was completed by the system at the time of the scheduled end time

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

Who receives the notification? The supervisor and the agent

What is the ticket status?

5.3 I want to activate a notification informing the supervisor that the ticket has been closed automatically following the expiry of the invitation

I turn on event escalation notification: expired

In what context is the notification sent? ► When the invitation has expired and the agent has not re-invited the requester within the time allotted.

Who receives the notification? ► The supervisor

What is the ticket status? ►

I do not forget to click Save to save my configuration changes.

Is it possible to configure the assistance route?

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

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

2. I configure the offer of assistance

3. To help the agents to perform the assistance I want to add a report template

4.I adjust the path of creating a request and inviting to a support

5. I configure the help request form

 

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 help request form based on who the service is for.

  • As part of a B to C assistance, I have the choice between the public People invited or All.
  • People invited: the people to whom my company will transmit the link to the form will be able to make a request for assistance
  • All: the assistance request form is available on my website and accessible to all

The public Managed Companies (customers) concerns the B to B assistance. For the description of this option, I refer to the documentation relating to this type of assistance.

 

1.2 Pourquoi dois-je choisir un groupe utilisateur assigné par défaut?

► I choose from the user groups of my company, the one that will receive the new requests.
This option is required so that support requests do not get lost. Any new request will be notified to the supervisor of the user group.

1.3 Pourquoi renseigner une adresse email de support?

► I wish to give the applicant the possibility to contact the support company by email in case of technical problem

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

 

I do not forget to click Save to save my configuration changes. 2. Je configure l’offre d’assistance

 

2. I configure the offer of assistance

2.1 I would like to offer assistance that allows several experts to connect.

I tick the box Conferences managed by your experts.

Conférences gérées par vos experts

This option allows for 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 who processes the request for assistance invites the requester to a videoconference as well as the persons involved in the diagnosis.

► Le demandeur recevra une invitation lui permettant de rejoindre la session d’assistance par visioconférence à partir de son mobile ou d’un ordinateur.

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

I check the Contact Agent box

Contacter un agent

This option provides support by connecting the requester and the agent to a video conference from a mobile. The applicant will use his mobile camera to allow the agent to make a live visual diagnosis.
► The requester will receive an invitation to assist them to contact an agent from their mobile

 

2.3 I want the requester to only send media to the agent

I check the Media Upload box.

Upload de médias

This option allows the agent to diagnose from photos or videos.
► The applicant will receive an invitation for assistance in transmitting media (photo or video) to the agent.

I want to determine a maximum number of media that can be transmitted to the agent

I provide the maximum number of media that the requester can send to the agent.

Je veux ajouter un lien vers les Conditions Générales d'Utilisation sur la page d'accueil du formulaire d'assistance

► J'insère l'url de la page des Conditions Générales d'Utilisation

► Le lien sera visible et cliquable par le demandeur sur la page d'accueil du formulaire d'assistance. En poursuivant la création du ticket, le demandeur accepte les CGU.

Je veux insérer un lien vers un Guide d'assistance sur la page d'accueil du formulaire d'assistance

► Je coche la case Guide d'assistance et j'insère l'url de la page contenant le guide d'assistance

► Le lien sera visible et cliquable par le demandeur sur la page d'accueil du formulaire d'assistance

I do not forget to click Save to save my configuration changes.

2.3 I would like the requester to send media to the agent if he / she is not available for a videoconference.

I check the Contact Agent and Media Upload options.

Contact agent et upload de médias

► As a matter of priority, the applicant may contact an agent by videoconference. However, if it is not available, the applicant will have the opportunity to transmit media pending the possibility of contact by videoconference.

 

 I provide the maximum number of media that the requester can send to the agent.

Je veux ajouter un lien vers les Conditions Générales d'Utilisation sur la page d'accueil du formulaire d'assistance

► J'insère l'url de la page des Conditions Générales d'Utilisation

► Le lien sera visible et cliquable par le demandeur sur la page d'accueil du formulaire d'assistance. En poursuivant la création du ticket, le demandeur accepte les CGU.

Je veux insérer un lien vers un Guide d'assistance sur la page d'accueil du formulaire d'assistance

► Je coche la case Guide d'assistance et j'insère l'url de la page contenant le guide d'assistance

► Le lien sera visible et cliquable par le demandeur sur la page d'accueil du formulaire d'assistance

I do not forget to click Save to save my configuration changes.

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

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

GTU Conditions Générales d'Utilisation

► Before creating a request for assistance, the applicant will be able to read the Terms of Use by clicking on the link:

 Demande d'assistance conditions générales d'utilisation

 

2.5 I would like to add a Help Guide to help the applicant complete the application

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

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

3. To help the agents to perform the assistance I want to add a report template.

 

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

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

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

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

I do not forget to click Save to save my configuration changes.

4. I adjust the steps for creating a request and inviting to an audience

In the Options section of the audience, I click on the Advanced tab:

Options des assistances Options avancées

4.1 I define the options of the route to create a request for assistance

 

I have different options regarding my use case :

  • Applicants will be regular and I do not want agents to enter their contact information each time: I activate the use of the contact form

 

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

 

  • Agents will be in contact with specific applicants: I disable the use of the contact form.

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

 

  • I want to guide the applicant by offering him a list of standard fields to qualify his request for assistance: I enable the Use type field option.

Utiliser le champ type

For the use of the type fields to be effective, I listed the useful type fields and passed them on to Apizee.
► When filling out the assistance request form, the applicant will select the type field corresponding to their need from the drop-down list.

 

 

  • Requests for assistance are very diverse, I want to let the applicant indicate the type of assistance he needs: I disable the Use the type field option

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

 

I do not forget to click 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 support after the helpdesk has been created.

 

I choose to display the edit page if the person who enters the request for assistance is not the one who invites the requestor.

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

4.2 I define the options to adjust the invitation route to the needs of my company

 

  • Not all support requests are urgent, I want to be able to allow agents to schedule support sessions: I enable the Enable scheduling option

  • Agents will be able to invite applicants to an immediate support session or a scheduled support session:

 

  • All requests for assistance must be processed as soon as possible, I do not want to allow agents to schedule a support session: I disable the Enable scheduling option

Agents will invite applicants to an immediate support session without going through the support planning page.

 

  •  The invitation can be sent via email and SMS. I activate or deactivate the options, regarding my use case

 

4.3 I define the ticket durations to adjust the route according to my needs

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

Expiry time after invitation: Inaction time beyond which the ticket goes into expired state if the applicant has not joined urgent assistance or has not accepted the invitation to non-urgent assistance.

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

Maximum Acknowledgment Time: Inaction Time beyond which the Supervisor receives escalation notification

End of transfer notification period: Inaction time beyond which the transfer of media is no longer possible

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

 

I do not forget to click Save to save my configuration changes.

5. I configure the help 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 Configuration.

Configuration Evénements

 

 

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

 

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

I write the text that 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 his need.

 

In the Query tab, I select the language I want to use.
I write the text that I want to appear in the description box 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 accompany the applicant in the procedure.

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

I write the text that 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 Apizee Diag tab:

 Personnalisation Apizee Diag

 

In the Logo section of support requests, I click 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.

Then I click Save to save the configuration change.

Personnalisation Logo demande d'assistance

Then I click 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 on Choose file to select the file I want to see appearing in the background of the request for assistance and the assistance 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

 

Then I click Save to save the configuration change.

I want to customize the notification messages.

 

Where to find the notification templates?

  1. There are 2 ways to access the configuration of notification templates:
  • Method 1: In the Customization section, I click Notification Templates.

Then I click on Events

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

In the Advanced Configuration section, I click Notification Templates.

 

I arrive at the notification templates configuration page.

 

How to customize the notification templates?

 

1. I choose the notification I want to edit, for example: Approved Event

2. I click on Add new template

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

I click on Create.

 

4. I can edit the notification that will be sent by email by clicking the Email Version tab.

I can customize:

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

 

5. How can I see the changes I make to the notification template?

In the preview I see the changes in real time.

 

I do not forget to click Save to save my configuration changes.

 

6. I can edit the notification that will be sent by SMS by clicking on the SMS Version tab.

What are the customizable features?

I can customize:

  • La langue : je choisis la langue dans laquelle je rédige le texte de la notification
  • Le contenu de la notification : je modifie le texte que de la notification et je choisis les tags que je veux insérer

► Attention: I take into account the limitations related to the SMS format:
When I send an SMS message of more than 160 characters, the message is divided 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 some Western characters, this message should be sent using UCS-2 encoding. Messages containing UCS-2 characters are limited to 67 characters and are then concatenated in messages segmented into 67 characters, even if messages contain less than 160 characters.

In the preview, I can see the changes I make, in real time. The preview allows me to see how many SMS matches the message I wrote.

I do not forget to click Save to save my configuration changes.

 

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

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

 

8. I activate the new model.

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

 

What are the tags that are offered to me?

• Support Requests Link: Allows the requester to connect to support by clicking the inserted link.

• Event reference: The event reference assigned by the support company when creating the support request

• Event ID: Event ID or number

• Title of the event: the title is given by the applicant when filling out the request for assistance form or by the person of the support company when creating the request for assistance

• Description of the event: description provided by the applicant in the assistance request form or by the support company person when creating the request

Event Priority: Priority has been set by the Support Company Supervisor

• Details of the applicant: information contained in the applicant’s contact form

• Current date: Today’s date

• Current time: time at the time of the action

• Link requests for assistance: link to reach the audience

• Link: link to the ticket dashboard, this link opens the ticket on the web (on cloud.apizee.com1 or web page)

• Manager Name: inserts the name of the supervisor who caused the event

• Schedule Date: Inserts the Date of Scheduled Assistance

• Accept link: inserts a link that allows the requestor to accept support. This tag must be inserted with the deny link to allow the requester to choose to accept or deny the date of assistance.

• Deny Link: Inserts a link that allows the requester to Deny Support. This tag must be inserted with the acceptance link to allow the applicant to choose to accept or reject the date of the assistance

• Comment Content: Inserts the comment text added to the ticket by the requestor, agent, or supervisor

• Reason for closure: inserts the reason for closing as written by the agent or supervisor at the time of closing the ticket

 

1. Custom domain

Note : cloud.apizee.com ou votre nom de domaine (url, adresse internet)

Il est possible que votre entreprise ou bien votre projet bénéficie d'un nom de domaine spécifique. Ainsi au lieu de saisir : cloud.apizee.com, vous pouvez taper par exemple : monentreprise.apizee.com ou monprojet.apizee.com ou bien encore cloud-sante.monentreprise.fr et obtenir le même service et ce potentiellement avec une personnalisation graphique ou fonctionnelle. C'est pour quoi il se peut que des différences existent entre votre produit et notre documentation.

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