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Extension - Desk Addons

  • Updated

Index:

  1. Introduction
  2. How it works?
  3. Installation and configuration
  4. Support

NOTE (10/01/2024): Viewing service data will be temporarily unavailable for agents who are not added as MEMBERS of the CONTACT TEAM. As soon as a corrective update is available, we will notify the impacted user base. We are working on a way to enable the retrieval of this data.

 

Introduction

A Desk Addons is an extension that allows you to view and search for tickets directly on Blip Desk.Plus, you can view your individual performance and support metrics! 

For example, imagine that a customer service agent needs to quickly check the interaction history of a specific customer. With Desk Addons, he can search for the ticket by customer name or identification number and access the entire interaction history in a matter of seconds.

 

Important:

  • The history is limited to 3 months, in the same way as it is currently on Blip
  • Agents will only have access to the history of tickets they answered and/or transferred
  • We display a maximum of 1,000 tickets per search. If a message appears saying that it was “unable to search for one or more tickets”, it is likely because the limit has been exceeded.

 

How it works?

Desk Addons offers the following features:

  • Ticket search: No more endless scrolling! With Desk Addons, you can quickly search and find tickets using contact name or phone number, as well as other filters such as status, read/unread, dates, etc.
  • Message history:Need to reference past conversations? Desk Addons allows you to easily access your ticket history and closed messages directly from Blip Desk, ensuring you have all the information you need at your fingertips.
  • Metrics Visualization: You will be able to view up to 90 days of ticket data, such as: Opened, Transferred, Lost, Abandoned, Completed, and Closed. Additionally, you can see our queue metrics like AHT, FRT, among others.

 

It is supported on any channel as long as it is connected to Blip Desk.

 

Installation and Configuration

Blip Addons are installed via the Chrome Store.

To install, simply add to your browser: link

After installation, buttons will be added to the top right corner of the screen, which will give you access to the extension's features.

Usage Examples

Search by name/phone:

 

 

Reordering and filtering tickets:

 

 

Check ticket status:

 

 

See ticket details:

 

 

Easily find a ticket in progress:

 

 

See the full interaction history:

 



Individual Metrics Visualization:

 

Note:For the extension to work properly, the user who installs the extension must be added as a member of the service bot where they receive Desk interactions.

Support

If you have any questions or encounter issues with the extension, please contact us via email atsupport@blip.ai or directly via the extension's feedback component.


For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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