Workflow Management

Workflow Management

Workflow Management is a set of Helpshift features which you can use to design the perfect support workflow for your team. You can set up these features so that when a new Issue comes into your Dashboard, it will automatically be properly categorized and prioritized so the Agent can immediately tell what it’s referring to […]

What are Queues, and how do I use them?

A Queue is a grouping of Issues sorted by customer wait time with a built-in backlog line. Queues can be used in your workflow in a number of ways, as detailed below. This feature may be a good fit for your team if you have at least 10 team members and 2 or more Agent […]

What is Agent Availability, and how can it optimize my team’s workflow?

Agent Availability allows you to route and assign Issues to Agents based on when they are available. It is designed to help you mediate the following difficulties support managers encounter when in their team’s workflow: Time management: Admins and Supervisors can’t tell when Agents are logged into the Dashboard but working on something else Shift […]

How do I limit the number of Issues Agents are assigned?

If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider setting a limit on the number of new Issues that can be assigned to those Agents. This prevents your Agents from being overwhelmed with too many new Issues at once. First, you’ll want to figure out […]

Where do I manage Queues?

You can manage existing Queues and create new Queues by navigating to Settings, then selecting ‘Queues’ under the ‘Workflows’ category. On this page you will see a list of any existing Queues you have previously created, including the default Queue. To learn how to create Queues, see How Do I Create A New Queue? If […]

How do I create a new Queue?

To create a new Queue, proceed as follows: 1. Navigate to the Settings, then under ‘Workflows’, select ‘Queues’ 2. On the page that appears, click the ‘+ New Queue’ button 3. The ‘New Queue’ pop-up will appear where you can enter the name and priority for the new Queue, and also select the Issues should […]

How do I delete a Queue?

The functionality for deleting a Queue is to archive it. Archiving a Queue effectively removes it from the Dashboard and the list of active Queues on the Queues page. When a Queue is archived, all Issues that were open and assigned to the Queue at the time of archival will be automatically reassigned to the […]

What are Teams, and how should I use them?

Teams is a feature that allows you to maintain a large organizational structure. Each Team consists of different Admins, Supervisors, and Agents. Some use cases for Teams include: Teams that are split up geographically, with each office location being one Team. User management can be controlled by the local Supervisor. Teams that are organized by […]

How do I move Issues back to a Queue?

When an Agent ends their shift and moves their open Issues back to the respective Queue (the Queue that those Issues were assigned to before they were assigned to the Agent), those Issues will either appear in the Queue as one of two possible Issue statuses: Agent Replied or Pending Reassignment. Agent Replied = Agent […]

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