Quick launch guide – Zendesk

Welcome to MorgWard Support! This article provides the framework you need to get your account up and running. It describes the key items you need to set up and gives you guidelines on where to find more information.

This article contains these sections:

Structure your team
Help the team work efficiently
Set up email

Structure your team

Let's get started by creating your groups, which are containers for organizing your staff members. Then you'll add your staff members, who are the the agents and admins who'll be working in your instance.

> Create groups

> Add agents and admins

Add agents and admins

You can start adding agents and admins when you. You can add them manually, through a bulk import of users, or through the MorgWard API. You must be an administrator to add agents and admins. Each new agent and admin you add receives a welcome email and verification link.

Dependencies

Make sure you have enough agent subscriptions in your account for each agent or administrator you want to add.
If you would like to bulk import both users and organizations, you must bulk import organizations first.
On Support Enterprise, you set the agent's groups in the agent's profile, but you do not set agent permissions or ticket access in the agent's profile. Agent permissions and access (except for groups) are determined by the agent's custom role.
This feature is available on all MorgWard Support plans.

Examples

You can add an agent and assign them to the Legal group for the North American organization with English as their preferred language.
When you add agents, you can give senior agents permission to all tickets and give junior agents access to tickets in their group only.

Best practices

Avoid too many cooks in the kitchen by having just a few administrators (approximately 1-5).

Important: At this point, you can add another admin and maybe an agent to help you with set up and testing, then add the rest of your team later. Or, you can go ahead and add everyone now. Anyone you add will receive a welcome email and have access to MorgWard.

Show me how

To add an agent or admin manually

In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
At the top of the page click add user.
Enter the user's Name and Email.
Choose Staff member for the User type.
Select a Role.
Click Add.
In the user's profile, enter user information (see About the user options) and set agent permission (see About agent privileges and ticket access).
On Enterprise plans, agent permissions are not set in the user profile, but are determined by the custom role you select for the agent (see Creating custom roles).
If you want to add additional contact information, click Add contact, select the type of contact, then enter the contact info. Repeat as needed.
The new team member is saved automatically, and receives the welcome email and verification link to choose a password and sign in.

Remember, you can also Bulk importing users or Import users with the MorgWard API.

Help the team work efficiently

Now let's set up your agents for success, by giving them easy access to the tickets, data, and tools they need, and by setting up some automations.

> Create custom ticket fields

Create custom ticket fields

A ticket is the record of the conversation between the agent and the customer. Ticket fields live in the ticket sidebar and allow you to store information, route, and prioritize each ticket. MorgWard includes a default set of fields for your tickets. You can add custom fields as needed.

Dependencies

Support Enterprise enables you to have multiple ticket forms, so you can tailor your ticket fields to match your ticket type. Other Support plans allow only one ticket form. You can use ticket field values as input to help you manage workflows and views.

Examples

A real estate company might include a custom ticket field for property location.
Finance and Purchasing departments might include a custom ticket field for PO number.

Best practices

Think about the data you want to collect in ticket fields and include in reports. For example, you could add an internal field that tracks what types of issues generate the most tickets.
When you design ticket fields, think about which fields you need the end user to fill out before submitting the ticket and which fields are required for the agent to solve the ticket. Also consider which fields need to be end-user facing and which need to be internal only.
Encourage agents to complete ticket fields as early as possible so that the ticket appears in the right views and automated workflows work as intended.
If you add custom fields, it’s almost always best to use drop-down fields when possible. Drop-downs allow you to have nice clean reporting, apply simple business rules effectively, and simplify the experience for your agents and end users.

Show me how

To add custom ticket fields to your tickets

In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Fields.
Click the Add field button.
Click in the New Field at the top of the page, and enter a title for the field.
Select the type of custom field you want to create.
Hover over the info icon () to view information about each field type. Also, see About custom field types.

During custom field creation, you can change the selected field type at any time, but you cannot change the field type after the new field has been saved.
In Description, enter an optional description for the field, visible only to administrators.
Under Permissions, select an option:
- Agent only: Only signed-in agents can view or edit the field. The field will appear in tickets for agents only.
- Editable for end-users: Agents and end-users can view or edit the field. The field will appear in tickets and in the support request form in Help Center.
- Read-only for end-users: Signed-in agents can view or edit the field; end users can view the field through the help center customer portal. The field will appear in tickets.
If you have a single ticket form, the new field will automatically appear in your ticket form according to your settings here. If you have multiple ticket forms, you need to add the ticket field to any ticket forms where you want it to appear. You can do so in the last step of this procedure.
Enter a Title shown to agent and a Title shown to end-users.
The title for end-users is not editable if you configured the field for agents only in the previous step.
Select Required to solve a ticket if the field must be filled out by an agent before solving the ticket.

Note: When agents merge a ticket, they do not need to fill in required fields as merged tickets bypass Solved and go directly to Closed. This setting is also bypassed if a business rule changes the ticket to Solved, because a system process is solving the ticket rather than an agent.
Select Required to submit a request if the field must be filled out by an end-user before submitting a ticket.
Enter an optional Description shown to end-users if your field is configured for end-users.
This field is not editable if you configured the field for agents only above.
Depending on the type of field you're creating, you may have additional settings to configure.
Click Preview to see how your custom field will appear to both agents and end-users.
You can enter or select options to see how the field functions. Click Close to return to the custom field screen.
Click Save or, if you want to create another custom field, click the drop-down icon and select Save and add another.
The ticket field automatically appears in your ticket form if you have a single ticket form. If you have multiple ticket forms (Enterprise plans only), you need to manually add the ticket field to your ticket forms in the next step.
(Enterprise plans only) To add the new field to multiple ticket forms, edit the ticket form where you want the custom field to appear, drag the new ticket field from the right onto the ticket form, then click Save.

> Filter tickers using views

Filter tickets using views

Use shared views to enhance agent productivity. Views dynamically organize tickets based on specific criteria that you define. Using views can help you determine what tickets need attention from you or your team and plan accordingly. Administrators can create views to share among agents and agents can create their own personal views.

Dependencies

There is a pre-defined set of views provided by default for the day-to-day support workflow, which you can modify as needed. You can also create custom views. This feature is available on all MorgWard Support plans.

Examples

Create a view for agents to see the tickets assigned to them. Use Ticket: Assignee is (current user) as a condition to have the shared view dynamically change based on the agent who’s logged in.
Create a triage view for new tickets that need to be assigned.
Create a view for unassigned tickets received over 24 hrs ago.

Best practices

When you define shared views, consider the following: Are there certain tickets that take precedence over others? What are their characteristics?
Agents can get very attached to their views. Before changing the order of shared
views, or the columns and order of a view, consult with your agents.

Show me how

To create a view

In Admin Center, click the Workspaces icon () in the sidebar, then select Agent workspace > Views.
Click Add view.
Alternatively, you can clone a view to create a new view based on an existing view (see Cloning a view). Agents in custom roles might not have the option to add a view, depending on their permissions setting.
At the top of the page, enter a name for the view.
Enter a Description for your view.
Select an availability option to determine Who has access to the view:
- Any agent, available to all agents.
- Agents in specific groups, available only to agents in the groups specified. You can enter one or more groups in this field. If you enter multiple tags, hit Enter between each tag.
- Only you, available only to you as a personal view.
Under Tickets must meet all of these conditions to appear in the view, add the conditions to define this collection of tickets (see Building view condition statements below).
You can also add conditions under Tickets can meet any of these conditions to appear in the view.
Click Preview to test the conditions.
Set the formatting options:
1. Drag the view Columns into the order you want. Click Add column to add up to 10 columns.
  Status is always shown in the view before the columns. You don't have to add it manually to the table. Multi-select fields are not supported in table columns.
2. Under Group by, select the ticket data field you want to group the tickets in the view, then select Ascending or Descending.
  
  Tip: If you select Request date from the Group by dropdown list, any settings you change in the Order by dropdown list will not be applied.
3. Under Order by, select the ticket data field you want to use as the default data to order the tickets in the view, then select Ascending or Descending.
When you are finished, click Save.

> Automate repeat actions with triggers

Automate repeat actions with triggers

You can create triggers to intelligently process tickets and save agents time. Triggers are event-based business rules you define that run immediately after tickets are created or updated. At their core, triggers are cause and effect statements. If a ticket meets a set of conditions, then an action is performed.

You can create an unlimited number of triggers based on your business needs. For example, you might have a trigger that automatically replies to customers when they create a new ticket, or you might have a trigger that automatically assigns a high priority to tickets from VIP customers.

Dependencies

MorgWard Support has a few default triggers that you may want to deactivate or alter. If you don’t check through your list of triggers before you go live, you may end up with an inbox full of unwanted notifications. Triggers are available on all MorgWard Support plans.

Examples

You can use triggers to:

Notify customers when you’re out-of-office
Send customer satisfaction score follow-ups
Route your priority customers to a specialized support group automatically
Notify agents when a problem ticket has reached a certain number of incidents

Best practices

Be as specific as possible when building triggers.   One way to do this is to use the “Ticket is” condition to define whether the trigger fires at ticket creation or update.
Triggers can affect one another, so it’s important to think about the order of triggers to make sure you don’t have an unexpected, cascading effect. See Understanding when triggers run and fire.
If you are not sure your triggers are behaving as expected, you can view all events of a ticket to see which triggers have affected that ticket and help you troubleshoot any issues.

Show me how

To create a trigger

In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers..
Click Add trigger.
As an alternative to creating at trigger from scratch, you can copy an existing triggers to modify (see Editing and cloning triggers).
Enter a Name for your trigger.
It's a good idea to follow a consistent naming convention for your triggers to help you quickly recognize similar types of triggers.
(Optional) Enter a Description for your trigger.
The description enables you to provide details about what the trigger does. Also, you can search for triggers based on their descriptions.
Enter a Category for your trigger.
You can pick an existing category for the trigger or create a new one. You must have trigger categories enabled to see the Category drop-down.
To add trigger conditions, click the Add condition button under Meet All of the following conditions and/or Meet Any of the following conditions
Conditions are the qualifications needed for the trigger to fire.
- If you add conditions under Meet All of the following conditions, all of the conditions must be true for the trigger to fire.
- If you add conditions under Meet Any of the following conditions, one or more of the conditions must be true for the trigger to fire.
Select a condition from the Conditions drop-down list. See Building trigger condition statements for a list of the available trigger conditions.

Note: It is recommended to keep your trigger statements simple. The more complicated a trigger is, the harder it will be to troubleshoot and maintain
Select a field operator.
A field operator will determine the relationship between your condition and its value. For example, if you select the field operator "Is", your condition will need to be equal to the value. Different conditions will contain different field operators.
Select a value. Each condition contains a unique value (see Building trigger condition statements).
After you have added all of your conditions, click the Add action button under Actions.
Select an action from the drop-down list. See Building trigger action statements for a list of the available trigger actions.
Enter the action information. Depending on the action you select, you will be required to enter different information. For example, if you select the "Type" action, you will need to select a ticket type.
Click Create.

> Integrate third-party apps

Set up email

Finally, let's set up your email so that customers can contact you. You can create as many email addresses as needed. If you already have your own email address for support, you can set up forwarding into MorgWard. And you can customize your email template to match your brand.

> Create additional email addresses

> Customize email templates

> Add an existing support email address

Add an existing support email address

When you set up MorgWard Support, you have one related email address to submit tickets: support@myaccount.zendesk.com, but you can provide your end users with alternative email addresses, called support addresses. You can add as many support addresses as you need. Support addresses can be either variations of your MorgWard email address or external email addresses.

If you plan to use MorgWard email addresses, and not your own external email address, you only need to complete Create additional email addresses and you can skip this section. If you plan to use your own external email address, follow the task in this section.

Dependencies

If you are adding your external email address as a support address in MorgWard, you also need to forward email received at your external email address to an email address in your MorgWard account.

You configure email forwarding in your own email account, not in MorgWard Support. Exactly how this is done depends on the email provider you're using. A number of email providers allow you to create email forwarding rules so that you can select the incoming mail that should be forwarded to your MorgWard account. This feature is available on all MorgWard Support plans.

Examples

You can set up email forwarding from Microsoft Exchange and Outlook, Google Gmail, Yahoo Mail, and others.

Best practices

Be sure to set up automatic forwarding, rather than manually forwarding. Manually forwarding an email that originates from an external support address will result in a suspended ticket.

Show me how

To connect an existing email address

In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Email.
In the Support addresses section, click Add address, then select Connect external address.
Enter your existing support email address, then click Go.
If you'd like to use our Gmail connector instead to automatically connect to a Gmail account, see Enabling automatic ticket creation for your Gmail inbox. This is recommended only if you expect low email volume.
Complete the on-screen steps to set up forwarding on your email server.
This is done outside of your MorgWard, and the exact steps depend on your mail server. For help, see Forwarding incoming email to MorgWard Support.
After you have set up email forwarding on your sever, click Yes, I finished, then click Verify.
A test email is automatically sent to that address to verify that you've set up email forwarding properly. A message beside the address indicates that you are waiting for verification.

If the test is successful, you have set up forwarding properly, and the message indicates that the address is verified.

If the test fails, you are alerted in the notification. After resolving any issues with the forwarding verification, you must perform the forwarding check again. If you resolve the forwarding issue, but do not retry the forwarding check, tickets submitted to the email address will create tickets, but will not send MorgWard Support notification emails.

After you set up forwarding, you should add an SPF (Sender Policy Framework) record to verify that MorgWard can send outgoing email on behalf of your email server (see Setting up SPF for MorgWard to send email on behalf of your email domain). This is optional, but recommended.