Manager Guide

Level 2 Subscription

Please read Manager Guide Level 1 Subscription before proceeding.

Custom Form

When the default CRMHelpDesk form is too generic, it's time to create a custom form. Custom forms can be used for sales, support, product-related inquiries, and more. For example, a sales-related form may collect basic personal information like name and email address, while a support form collects product-related information like product type and model number.

Sales-form-1
Support-form-1

Or you can even combine all the fields you need in CRM task form by customizing it in Custom Fields settings (refer to the section below).
If you need multiple forms to make it easier for you and your staff to manage different tasks, the integration with Gravity Forms will suit your needs. Please get in touch with us for further support. Read the Multiple Form Guide
here and Gravity Form documentation here.

 

How to manage CRMHelpDesk Task Form Fields?

SC Custom Field
Custom Form Field Add new field

Custom Form Field

You can drag to reorder, edit or delete the current task form field. Form field in red indicates that it is not available for customer to insert while staff can edit these values.

Add new field

Default CRMHelpDesk task form is not always useful. You may need to get more information from user while creating task. Click here to add new custom field.

SC Add New Form Field
Add custom field

Add custom field

Field Label: It is the label of custom field

Extra Information: It is a description below the label.  You can provide information or instructions about this field.

Personal Information: Set whether custom field is accepting personal information of user. e.g. mobile number, address, etc.

Field Type: Text Field, Drop Down, Checkbox, Radio Button, Textarea, Date – accept date using calendar input, URL – accept and validate URL, Email – accept and validate Email, Number Only – accept and validate number only, File Attachment

Required: Set this if it is a required field

Width: You can set width of the field in the task form.

Visibility: You can set conditions to match for custom field for its visibility.

How to manage Staff Only Fields?

SC Staff Only Field
Staff Only Field Add new staff only field

Staff Only Field

Staff Only Fields are custom fields which can be used by staff for a task. It is not available in task form nor visible by the user who created this task. It has all the same field types as custom fields.

It is visible once a staff opens a task. If the staff has access to change staff only fields, he can edit and change it.

It can be used for storing some information like phone number, important note, etc. which is often needed for a quick overview of the task.

Add new staff only field

Click here to add new staff only fields.

How to add new Staff Role?

SC Add New Role
Label Task Permission

Label

Add the label of new role.

Task Permission

Configure the task permission for the new user. Basic settings are to enable settings related to "assigned me".

You can give the following permissions(capabilities) to a staff role.

  • Task visibility permission
  • Task assign staff permission
  • Task reply permission
  • Task status change permission
  • Change task fields permission
  • Change staff only fields permission
  • Change raised by permission
  • Delete task permission
  • Edit/Delete task threads permission
  • Add private note task permission
  • View log task permission

How to manage Staff and Customer Task List?

SC Staff Customer Task List
Staff Task List Customer Task List Add New Items Add New Items

Staff Task List

These are the items that will show the task information on Staff's Main Task Panel. You can drag to reorder or delete the items.

Customer Task List

These are the items that will show the task information on Customer's Main Task Panel. You can drag to reorder or delete the items.

Add New Items

Click here to add new items into Staff Task List.

Add New Items

Click here to add new items into Customer Task List.

How to manage Staff and Customer Task Filter?

SC Staff Customer Task Filters
Staff Task Filters Customer Task Filter Add New Items Add New Items

Staff Task Filters

These are the items allowed for staff to choose for the search filtering. You can drag to reorder or delete the items. Search will work irrespective of these filters.

Customer Task Filter

These are the items allowed for customer to choose for the search filtering. You can drag to reorder or delete the items. Search will work irrespective of these filters.

Add New Items

Click here to add new items into Staff Task Filters.

Add New Items

Click here to add new items into Customer Task Filters.

Task List settings

SC Task List Settings
Staff View Customer View

Staff View

This is the settings for Staff View on Main Task Panel.

Customer View

This is the settings for Customer View on Main Task Panel.

Task List Advanced Setting

SC Task List Advanced Setting
Completed status group

Completed status group

Default status for completed task is completed. You can manage your own status which refers to completed such as Abandoned so that it will not be classified in Unresolved filter.

CRMHelpDesk Report

SC Report
Dashboard Report Category

Dashboard

You can view the overall statistics on Report Dashboard.

Report Category

Statistics available for report are Task Statistics, First Response Time, Category and Active Customers.

CRMHelpDesk General Settings

SC General Settings
General Task Settings Completed Task settings General Settings Roles on Task Settings Login and Registration Settings

General Task Settings

You can set the default Task Status, default Task Category, default Task Priority and Task status after customer reply & staff reply.

Completed Task settings

You can set the Complete Task Status and determine whether to allow customer to complete the task.

General Settings

You can edit the Reply Form Position, Calendar Date Format and Task Alice in Email Notification Subject.

If the Reply Form Position is set to “Top” it will load reply form above task threads and threads will be loaded in descending order whereas, if is set to “Bottom” it will load reply form below task thread and threads will be loaded in ascending order.

Roles on Task Settings

You can manage the roles whether allowing to create new task and reply to completed task.

Login and Registration Settings

These are our recommended settings on Login and Registration.

How to manage Task Categories?

SC Task Categories
Task Categories Add new task category

Task Categories

Default Task Categories are General, Sales, Support and Project. You can add, edit or delete the Task Categories for your specific task needs.

Add new task category

Click here to add new Task Category.

How to manage Task Statuses?

SC Task Statuses
Task Statuses Add new task status

Task Statuses

These are the default Task Statuses. You can add, edit or delete the Task Statuses for your specific task needs.

Add new task status

Click here to add new Task Status.

How to manage Task Priorities?

SC Task Priorities
Task Priorities Add new task priority

Task Priorities

Default Task Priorities are Low, Medium and High. You can add, edit or delete the Task Priorities for your specific task needs.

Add new task priority

Click here to add new Task Priority.

How to manage Open Task Widgets?

SC Task Widget
Task Widgets

Task Widgets

These are the Task Widgets listed on the Task Conversation Panel. You can manage the widgets by editing the label, enable/disable it and determine the roles that are able to see the widget.

How to manage Thank You Page?

SC Thank You Page
Thank you message Thank you page URL

Thank you message

You can customise the thank you message that is shown after user submits the task.

Thank you page URL

You will require further support from us if you want to customise your own Thank You Page.

Attachment settings

SC Attachment
Attachment settings

Attachment settings

You can manage the settings for Attachment fields in task form.

How to set Auto Assign Staff Rules?

SC Assign Staff Rule
Auto Assign Staff Add new staff rule

Auto Assign Staff

You can set rules (conditions) to match when a new task is created and if rules are matched, assign that staff to the task. Default rules are tasks created in General category and Sales category are auto-assigned to Sales and Marketing Staff Group while tasks created in Support category are auto-assigned to Support Staff Group.

Add new staff rule

Click here to add new Assign Staff Rule.

SC Add New Staff Rule

Set a title for the rule and add the staff or staff group for the rule. Conditions could be based on Assigned Agent, Task Form Field such as Category, Status, Priority, Email Address, User Roles, User Groups etc.

Email Piping settings

SC Email Piping Connection
Email Piping Connection Setting

Email Piping Connection Setting

These are the information needed to set up Email Piping. We will set this up for you after you bought the CRMHelpDesk.

SC Email Piping Settings
Ignore Emails Allowed User Emails Forwarding Emails Receiving Email

Ignore Emails

You can set the Block Emails so that the emails listed will not be able to create or reply to tickets. Or set the specified words which incoming emails with these words in Email Subject will not be imported.

For example,
*@paypal.com*, it will be true if the email address contains @paypal.com word anywhere
*@paypal.com, it will be true if the email address ends with @paypal.com word at the end
paypal.com*, it will be true if the email address starts with paypal.com word

Allowed User Emails

You can allow anyone to create tasks by sending email or allow only registered users. If you set to only registered users, non-registered users will receive a warning email.

Forwarding Emails

If you wish to pipe emails from more than one email address, you can add those email addresses (except the one you used for piping) in Forwarding Emails.

For example, you have piping set for support@yourdomain.com and forwarded all incoming emails from sales@yourdomain, account@yourdomain, etc. to support@yourdomain to create task.

Receiving Email

We recommend to set All Emails in Accept Emails so new and reply emails will be piped. If is set to New Emails, users can create tasks but will not be able to reply to task using email while if set to Reply Emails, users can’t create tasks but only able to reply existing tasks

You can manage whether CC in incoming emails to be added as additional recipients in task.

Email Piping Rule settings

SC Email Piping Rule Settings
Email Piping Rule Settings Rules to apply

Email Piping Rule Settings

Set the title and condition for this rule whether to match the From Address, To Address or words in Email Subject and Email Description.

Rules to apply

The default category for piped emails is General while the default priority is Low. You can edit the rule applied for specified piped emails here for regular customers or partners in contact.

Example

Export Task settings

SC Export
Role setting Staff Export Task List Customer Export Task List

Role setting

You can set the roles allowed to export the task. Manager role is enabled for export by default.

Staff Export Task List

Select the fields allowed for staff to export.

Customer Export Task List

Select the fields allowed for customer to export.

Private Credentials settings

SC Private Credential
Private Credentials Setting

Private Credentials Setting

You can assign different levels of permissions to different roles for viewing, editing, and deleting users' private credentials.

Report settings

SC Report Settings
Report settings

Report settings

You may select the duration for the statistics shown on Report Dashboard.

How to add new User Group?

SC Add New User Group
Add new user group

Add new user group

You can create a user group for customers which is an organisation or company which requires multiple people to create tasks. Supervisors are able to view tasks created by all members of the group.

How to manage User Group settings?

SC User Group Settings
User Group Settings

User Group Settings

You can change the user group label, decide whether to allow user to change task category when creating task and allow supervisors to complete the ticket.

If the user group does not assign to any category then the user group will not be affected by the "Allow user to change category" setting.

SC Add New User Group Field
Add new user group field

Add new user group field

You may add new user group field to save extra information about the user group.