Workspaces Helpdesk

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |  v19.05 This feature was introduced in v19.05. |   Updated in v19.11 This feature was updated in v19.11.

Note

Your Workspaces portal may look different to what you see in this topic. This is because Workspaces is a highly configurable product, and this topic describes features based on the default configuration which may differ from how your Workspaces portal is configured; for example, you may see different branding or other fields. Nevertheless, the features described here work the same way in all Workspaces portals.

Sometimes, applicants need help. Some applicants need help to complete their application while others just want to know how their application is progressing. Whatever the inquiry, customer service staff can use Workspaces to help answer customer questions quickly and efficiently.

Customer service needs are supported in Workspaces via the inclusion of a Helpdesk space. In its default configuration, the Helpdesk space includes a List page and a Details page that are configured with features designed to make activities related to customer service fast and efficient, so that you can focus on providing a great customer service experience.

List Page

The List page in the Helpdesk space includes all of the standard features of a Workspaces List page.

  • An item list, containing a list of applications, which may be empty initially depending upon how it is populated.
  • A global filter that restricts the applications in the item list to just those for a selected form / product type.
  • A second global filter, Created Date, that restricts the applications in the item list based on the date they were created.
  • A global view selector, used to apply a pre-defined set of fields, filters and sort options to the item list.
  • Flexible search, filter and sort options that you can use to refine the set of applications in the item list.
  • Paging tools that you can use to browse the item list.

To learn about these standard features, click the links above or see Understanding the Workspaces List Page.

The item list on the Helpdesk space's List page is empty by default. You might find this surprising but there's a very good reason why this is the case. When you start helping an applicant with an inquiry, you don't have any information about the applicant or their application, and Workspaces reflects this situation via an empty item list. Once you obtain some information from the applicant, you can use this information to start looking for applications that are related to the applicant's inquiry. The most useful information you can get from the applicant is the App ID, but if the applicant doesn't have that to hand, you can try searching or filtering on other criteria, then browse the item list. To learn more about searching and filtering, see Search for a Task or Application and Filter the Item List.

Once you've found the application you're interested in, you can select it in the item list to perform an action on it. To learn about the available actions, see Helpdesk Actions below.

Details Page

The Details page in the Helpdesk space supports all of the standard features of a Workspaces Details page. It displays comprehensive information about the selected application and its tasks, and provides access to the helpdesk actions . This includes:

  • Key information about the selected application and its tasks.
  • A set of actions that the current user can perform on the task or application, while in the Helpdesk space, at the current stage of the application's life cycle.
  • A list of applicants and products where you can select an applicant to view more details.  |  v19.11 This feature was introduced in v19.11.
  • Personal information for the selected applicant, including identity and contact details.  |   Updated in v19.11 This feature was updated in v19.11.
  • The outcomes of pre-configured background checks which provide an assessment of the selected applicant's suitability.  |   Updated in v19.11 This feature was updated in v19.11.
  • A timeline of steps that the application has been through with key application details and accompanying notes.
  • Attached documents relating to the application.
  • Optional display of custom information; for example, information that is not included in the standard cards, or that is presented differently.

To learn about these standard features, click the links above or see Application Details Page.

Helpdesk Actions

The helpdesk actions are:

  • Receipt – See a read-only view of a submitted application.
  • View Form – See a read-only view of an application that has been saved but not yet submitted.

The Receipt and View Form actions are similar in that they both provide a way to view information entered by the applicant, but there are differences in how you can interact with that information. These two actions are described below in the context of the Helpdesk space, including examples of how to use them.

View a Receipt

When you're working on a task or application, you often need to see the information that the applicant has submitted; for example, to inform the decision making process. You can use the Receipt action to view the information in a submitted application.

Note

To view the information in an application that has been saved but not yet submitted, use the View Form action.

A receipt is a read-only view of the information submitted by the applicant, displayed in the same form that was used to capture that information. Note that a receipt does not allow you to change the application in any way.

View a Form

Some of the actions you perform in Workspaces rely upon you being able to see the information that has been entered and saved by an applicant; for example, when responding to a customer inquiry or assisting a customer to complete an application. You can use the View Form action to view the information in a saved application.

Note

To view the information in an application that has been submitted, use the Receipt action.

When you view a form, the information entered by the applicant is displayed in the same form that was used to capture that information. Viewing a form differs from viewing a receipt in that the form is not read-only. When you view a form, you can enter or update application information; for example, to help the applicant to complete their application.

Helpdesk Action Examples

Let's go step by step through some examples to demonstrate how you can use the helpdesk actions when responding to applicant inquiries.

You can find examples below for the following actions:

Step-by-step examples are available elsewhere for other actions you may need while responding to applicant inquiries:

View a Receipt

This example shows you how to view a receipt from the Details page, using the search feature to locate the application to be viewed.

  1. Login to Workspaces and select the Helpdesk space. The List page is displayed.
  2. Click in the (Search) box then type the full App ID to search for applications with this App ID. In this example, the App ID is "ZP57279", and just one item is found.
  3. Click the application item to display its details, then click the Receipt button on the Details page. The Receipt window opens displaying the application information. Scroll bars are available to allow you to see the full page, and you can use any navigation tools on the form to see all of the application.
  4. When you're finished viewing the receipt, click (Close) in the top-right corner to close the Receipt window and return to the Details page.

View a Form

This example shows you how to locate a task for a saved application using the search feature, then view and update the saved information.

  1. Login to Workspaces and select the Helpdesk space.
  2. Click in the (Search) box then type the full App ID to search for applications with this App ID. In this example, the App ID is "5ZSJKCJ", and just one item is found.
  3. Now, you can view the saved information related to this task. Point your cursor at the task item – the available actions appear at the right-hand side. The (View Form) icon appears, indicating the application has been saved but not yet submitted.
  4. Click (View Form) – a window opens displaying the application in the same form used to capture the original information. Scroll bars are available to allow you to access the full page, and you can use any navigation tools on the form to access all of the application.
  5. Update the form, adding or modifying details as appropriate, then click Save and Close on the form.
  6. When you're finished updating the form, click (Close) in the top-right corner to close the View Form window and return to the List page.