Updated Request Panel
The atSpoke team is proud to present a new and updated request panel. We hope this update can help users a ccomplish more from their inbox, and more efficiently respond to requests, while minimizing clutter and cognitive load on agents. Allowing atSpoke to scale with you across multiple teams and connected apps.
The Request Panel
We've updated the request panel to make agents more efficient, and give more room for the tickets they're working.
Each request has a status indicator in the top bar to denote open, pending, or done.
If you have added any integrations to atSpoke, you will see a bolt icon, allowing you to take action in 3rd party tools. Selecting which tool you'd like to use will show a list of actions which can be accomplished.
If using a request Type, Questions are housed in their own tab, which can be accessed at the top of the request panel. If there are unanswered questions, a red bubble will show next to questions to denote that questions still need to be answered.
If using a request Type, Tasks are housed in their own tab, which can be accessed at the top of the request panel. If there are unanswered questions, a red bubble will show next to questions to denote that questions still need to be answered.
Uploading to the Knowledge Base
Each Knowledge base type now has its own icon. From left to right:
- Search the KB
- Google Drive
Fixed Dates and Timestamps
Formerly atSpoke used relational dates to show the amount of time since the interaction. Based on your feedback, we've added fixed Dates and timestamps to each request.
Click the magnifying class next to the requester's name to change the requester.
The All folder
Hover over the avatar on the left side of a request to expose a checkbox. Use these checkboxes to select which requests you'd like to edit.
Once you have selected your requests, press the button at the top that says "# requests selected" to reveal options for editing the request.
Bulk edit options
- File under - change the team to which the request is assigned.
- Assign to - edit to whom the request is assigned
- Mark as done or reopen - If an open request is selected, this will show as Mark as resolved. If the request is closed, this will show Reopen.
- Mark as pending - If you are blocked and cannot resolve the issue, use pending
- Mark as private or mark as public - If the requests selected are public, this will show as "Mark as Private." If requests are private, this will show "Mark as Public"
- Delete - Requests can now be deleted in bulk.
In addition to filtering requests, the filters button also reveals a search bar. Use this field to search the requests. This search indexes the request title, and words in the request.
When receiving a high volume of requests, you may need to filter to find what you need. Choose to view requests by status, or click the filter button to reveal new filters
All - All request statuses
Open - Only view open requests
Pending - Only view requests marked as pending
Done - Only view requests marked as done.
To filter requests based on other attributes, choose the Filters button and select the filters you'd like to apply.
- Team - choose to view only requests assigned to your team.
- Request type - Choose to view requests of a specific type
- Tag - Choose to view specific tags such as VIP or Urgent
- Requester - Choose to view requests created by a specific user
- Follower - Choose a specific user or users to view only the requests they are following
- Assignee - Only view requests assigned to a specific expert
- Task Assignee - View requests with Tasks assigned to a specific team member.
Custom filter views
Once you have selected the filters to get the view you'd like, you can choose "Save new list" and name the view to be used again.
Once you have saved a view, it can be accessed beneath the team folder in the left navigation. Notice My Tasks which has been saved to show any task that is assigned to me.