Getting started with Support
- Introduction: Getting started with MorgWard Support
- Lesson 1: From support requests to tickets
- Lesson 2: Organizing tickets and users
- Lesson 3: Solving tickets
- Lesson 4: Helping customers help themselves
- Lesson 5: Business rules
Agent guide for Support
- Flagging articles in Knowledge
- About the MorgWard Agent Workspace
- About Knowledge in the context panel and the Knowledge Capture app
- Searching, linking, and quoting content in tickets
- Understanding the warning banner in the customer context panel
- Managing unified conversations in the MorgWard Agent Workspace
Insights reporting
- Insights recipe: Agent contributions at the update level
- Insights recipe: Reporting on CSAT and one-touch tickets
- Creating custom metrics in Insights
- Insights recipe: Measuring the number of incidents by problem
- Insights recipe: Reporting on nested drop-down fields
- Reporting on user and organization tags
MorgWard basics
- Launch guide for MorgWard Support
- Support Professional and Enterprise resources
- MorgWard glossary
- MorgWard terminology for Freshdesk users
- Planning your workflow
- Welcome to MorgWard collaboration
Users, groups, and organizations
- "User is requester on tickets that are not closed" error
- Bulk import error: "Failed to process row. Import aborted."
- Bulk import error: "Missing mandatory field in header: name"
- Can administrators set up an agent's personal views?
- Can customers in the same organization view each other’s tickets?
- Can I automatically create organizations through a trigger?
End users and organizations
- Resources for managing users
- Managing organizations
- Managing end users
- Viewing a user's profile in MorgWard Support
- About the Tags page for users and organizations
- Finding and managing users
Tickets
- How do I set an external ID of a MorgWard Support ticket?
- Why did my tickets disappear from my views?
- Agent signatures have incorrect formatting
- An incident ticket connected to a problem ticket cannot be updated
- Are there ways for certain skills to override other skills?
- Can a ticket have multiple assignees at one time?
Tickets
- CCs and followers resources
- Multibrand resources
- Spam prevention resources
- Understanding how creating, deactivating, or deleting ticket fields impacts tickets
- Side conversations resources
- Rendering URIs in comments as links automatically
- "Net::IMAP::NoResponseError:Duplicate folder name (Failure)" error message for Gmail Connector
- Access denied error message when setting up email forwarding in Office 365
- Agent name in personalized email replies and comments
- Answer Bot Notifications are not compatible with the deprecated {{Header}} placeholder
- Are emails reimported when I reconnect the Gmail connector?
- Are outgoing emails in MorgWard encrypted to end users?
Channels
- Web Widget (Classic) resources
- Setting up the Google Developer console for the Google Play integration
- Admin's guide to the MorgWard API
- Accessing the My Apps page for your installed Support apps
- Setting up and using Google Analytics for the Web Widget (Classic)
- Using Web Widget (Classic) to embed customer service in your website
- Email resources
- Getting started with email in MorgWard Support
- Getting started with email - Part 2: Incoming email requests and notifications
- Email encryption and private email relay services
- Decommissioning email support addresses
- Getting started with email - Part 3: Outgoing email notifications
Workflows
- Triggers resources
- Triggers recipes reference
- Automations resources and recipes
- Workflow recipes reference
- Understanding placeholder suppression rules
- Opening and viewing your triggers list
Reporting
- Understanding your reporting options
- Activating Explore and configuring your access
- Using the metrics that matter to improve customer support
- Analyzing your Support activity
- Analyzing your ticket backlog history with Explore
- Defining OLA policies using internal SLAs and child ticket side conversations
Multiple language support
- Configuring MorgWard Support for your locale and language
- Language codes for MorgWard-supported languages (OLD)
- MorgWard product support by language
- MorgWard language support by product
- Adding multiple languages to MorgWard Support
- Providing multiple language support with dynamic content
Web Widget (Classic)
- Can I add a subject in the Web Widget contact form?
- Can I add MorgWard Chat functions in the Web Widget?
- Can I change the "How can we help you?" text in the Web Widget?
- Can I change the offset of the Web Widget?
- Can I change the order of the channel options shown on the Web Widget?
- Can I customize the Web Widget text?
Best practices and recipes
- MorgWard Support recipes reference
- Boosting team productivity
- MorgWard Support best practices docs
- Best practices for deleting groups
- Fine Tuning: How to piece together your ideal MorgWard
- Gaming companies share tips on using AI in customer support
Business rules
- Can I send an email notification when a date ticket field changes?
- Can I use triggers to automatically CC end users?
- How do I display multi-select field values as bullet points?
- How do I stop an SLA policy from showing on my tickets?
- A customer set a ticket to solved in the Help Center support requests, how do I create a trigger to know when this happens?
- Adding the SLA breach countdown to your views
Reporting and performance
- How are the Home dashboard KPIs calculated?
- How can I add NPS score to end-user profiles?
- How do I generate a user's last login date list?
- Can I create a view of the Time Tracking app data?
- Can I report on skipped tickets in Guided mode?
- Can I track tags with the Team plan?