Data import into Deskie:
Migrating from Zendesk and Freshdesk (cases, notes, customer data, agents, and knowledge base)
Importing old emails from the mailbox
Loading users from a CSV file
Importing customers via API
Integrations with third-party services:
CRM systems: AmoCRM, PipeDrive
Mailing services: MailChimp, Campaign Monitor, GetResponse
Project management system for developers: Jira Cloud
Cloud storage: Dropbox, Google Drive, OneDrive
Subscription business analytics service: Chat Mogul
Sending notifications to Slack and Telegram using webhooks
Adding third-party data to a custom block in Deskie
API
Connecting channels:
Email: all incoming emails are converted into cases
(10 minutes to connect);Facebook: posts, comments, and direct messages to your page
(1 minute to connect);Twitter: mentions and direct messages to your page
(1 minute to connect)Telegram: messages to the bot
(10 minutes to connect)Skype: messages to the bot
(10 minutes to connect)Viber: messages to the public account
(10 minutes to connect)Slack: messages to the bot
(10 minutes to connect)WhatsApp: Integration with Chat API
(10 minutes to connect)Live Chat: Integration with Chatra
(15 minutes to connect)Calls: integration with virtual PBXs (Mango Telecom, UIS, CoMagic, Gravitel, etc.)
(15 minutes to connect)Reviews from the App Store and Google Play: integration with AppFollow
(10 minutes to connect)Ideas: section in the "Help Center"
(1 minute to connect)Widgets: buttons with feedback channels and/or knowledge base for your website
(10 minutes to connect)Custom channels: connect your own channels to communicate with the customers
(30 minutes developer work)API: connect your own feedback forms to Deskie
(30 minutes developer work)
Adding agents:
In the Deskie interface (flexible access levels and additional rights)
Creating agents using API
Workflow optimization:
Creating groups
Filters in the all cases list
Setting up automation rules
Creating macros
Business schedules
SLA (service level agreement)
Webhooks
Dealing with cases:
Quoting
Notes
Mention of colleagues
Favorite messages and notes
Changelog history
Merging cases
Attaching files
Custom fields
Automatic case reopening
Agent responses via email
Collaboration of agents
Even case distribution among agents
Reports:
Activity feed
Case channels
Overall workload
Time metrics
Leaderboard
Satisfaction ratings
Exporting cases as CSV/XLS
Attendance records in reports
Help Center:
Help center customization
Knowledge base
Remote Authentication (Single Sign-On)
Closed access to the knowledge base
Conclusion
This article is not a complete list of Deskie features. We still have something to surprise and please you with :)
If you have any questions or suggestions, please contact us in any convenient way.
We are constantly developing the service to make it comfortable and easy for you to work with it.
Subscribe to our channels, so you will always be up to date with the news: Facebook, Telegram, Twitter, YouTube.