Workspaces Helpdesk

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |  v19.05 This feature was introduced in v19.05. |   Updated in v20.05 This feature was updated in v20.05.

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 graphical SLA indicator that lets you monitor application progress against an SLA at a glance.  |  v19.11 This feature was introduced in v19.11.
  • 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
  • The ability to track application progress against an SLA.  |  v19.11 This feature was introduced in v19.11.
  • A set of standard 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.  |   Updated in v20.05 This feature was updated in v20.05.
  • 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 feature-rich application timeline of all steps that the application has progressed through, showing key application details, and tasks with accompanying notes.  |   Updated in v20.05 This feature was updated in v20.05.
  • Timeline task items can be selected to refresh the Details page and present the application in the context of the selected task.  |  v20.05 This feature was introduced in v20.05.
  • Task-specific actions are presented for each timeline task item so that you know you're acting on the right task.  |  v20.05 This feature was introduced in v20.05.
  • Attached documents relating to the application.  |   Updated in v19.11 This feature was updated in v19.11.
  • 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:

  • Recover – Recover an abandoned or withdrawn application so that the applicant can continue with it.  |  v19.11 This feature was introduced in v19.11.
  • View Form – See a read-only view of an application that has been saved but not yet submitted.
  • View Notes – View all of the notes from all of an application's tasks.  |  v20.05 This feature was introduced in v20.05.
  • Withdraw – Cancel an application that has been saved but not yet submitted.  |  v19.11 This feature was introduced in v19.11.

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. The Recover and Withdraw actions allow you to change the status of applications, generally at an applicant's request. All of these 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.

Recover an Application

Let's say someone starts an application but their browser crashes before they can save or submit it. They give up on their application for now, and so it becomes abandoned. A short time later, the applicant decides to complete the application they started after all, so they call the support helpdesk. You're able to reassure the applicant because you can recover their application so that they can complete and submit it.

It's easy to recover an application. Go to the Helpdesk List page and locate the application to be recovered, then select the Recover option. Alternatively, once you've found the application on the List page, you can view its Details page and recover the application from there. This latter approach can be useful if you 're not able to determine from the limited details on the List page whether you've got the right application.

Note – How does an applicant access a recovered application?

Workspaces does not mandate how an applicant can access a recovered application in the default configuration as this is an aspect that will be specific to each Workspaces portal. However, it's likely that the applicant will have received an email at some point - such as when they started or saved their application - and this will include a link to take them back to their application.

In addition to abandoned applications, an application that has been withdrawn can also be recovered.

Withdraw an Application

Now, let's say someone starts an application but, before submitting it, they decide not to proceed with the application after all. So, they contact the support helpdesk and ask for the application to be canceled. You can help the applicant here by withdrawing the application.

Just like recovering an application, it's easy to witdraw an application. Go to the HelpdeskList page and locate the application to be recovered, then select the Withdraw option. Alternatively, once you've found the application on the List page, you can view its Details page and withdraw the application from there. This latter approach can be useful if you 're not able to determine from the limited details on the List page whether you've got the right application.

An application that has been withdrawn can subsequently be recovered should the applicant have a change of heart.

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 (missing or bad snippet) 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 Receipt 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 (missing or bad snippet) 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 (missing or bad snippet) 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 for this application. Point your cursor at the item you found – the available actions appear at the right-hand side of the item list.
  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 (missing or bad snippet) in the top-right corner to close the View Form window and return to the List page.

Recover an Abandoned Application

This example shows you how to locate an abandoned application using the search feature, then recover the application from the List page.

  1. Login to Workspaces and select the Helpdesk space.
  2. Click the (missing or bad snippet) box then type the full App ID to search for all matching applications. In this example, the App ID is "XDXSNXH", and just one item is found.
  3. Point your cursor at the item you found – the available actions appear at the right-hand side of the item list. The ( Recover ) action is available here because even though the application has not been submitted yet, it has been saved (either intentionally by the applicant or in the background by the form) before becoming abandoned or being withdrawn.
  4. Click ( Recover ) . The available actions change and a message confirming you have recovered the application is displayed briefly in the bottom left corner.

The application is now available for the applicant to continue. How the applicant accesses the recovered application will depend on how your Workspaces portal is configured. However, it's likely that the applicant will have received an email at some point - such as when they started or saved their application - and this will include a link to take them back to their application.

Withdraw an Unsubmitted Application

This example shows you how to locate an unsubmitted application using the search feature, view the application's details to confirm you have the correct application, then cancel the application by withdrawing it on the Details page.

  1. Login to Workspaces and select the Helpdesk space.
  2. Click the  (Search) box then type the full App ID to search for all matching applications. In this example, the App ID is "XDXSNXH", and just one item is found.
  3. If you point your cursor at the item you found, the available actions appear at the right-hand side of the item list. The ( Withdraw ) action is available here because even though the application has not been submitted yet, it has been saved (either intentionally by the applicant or in the background by the form). While you could withdraw the application here, click the application item instead to display its details.
  4. On the Details page, you can see more information about the application which is useful to confirm that this is indeed the application that you want to withdraw. Having confirmed that you're looking at the correct application, click a Withdraw button.
    • Workspaces v20.05 – Click the  ( Withdraw ) icon button for the selected task in the Timeline.
      Note that the Withdraw action is only available for the first task of an application that has been saved but not yet submitted.
    • Workspaces v19.11 and earlier – Click the Withdraw button in the Action panel.
  5. A message confirming you have withdrawn the application is displayed briefly in the bottom left corner.

The application has now been withdrawn, but can be recovered should the applicant want to continue with this application.