Canned Responses

Canned response settings are available for all admin, supervisor, and agents in the settings page. These responses can be viewed and used during a ticket raising in the comment page. To use these responses, click on the reply option and then on the canned response, the panel will open, select your response, and click on the add button.

There are 3 types of canned response.

Global canned response: These are public responses; all team members can create and use them freely.

My canned response: These responses are individual or user specific, one who has created, can view and use during a ticket raising in the comment page.

My signature: All team members can set their own default signature. The default signature comes up on the comment page during ticket raising. These responses or signatures are individual-specific.

To create the Canned Responses, follow the below steps:

1. Go to the Settings, click Canned Responses under Features.


2. CLick +Add, this displays Add Canned Response.
   
   
   


3. Enter Canned Response Title and Canned Message.
   


4. Click on Save button.
   
   
   

Customer Satisfaction

A survey link notification is sent to the ticket requester once their ticket has been resolved or closed. From here survey link notification can be set either for resolved or closed tickets or sent manually.

Custom Column

From here you can add, edit and delete the custom column.

To add new column, follow the below steps:

1. Click on + New Column, this displays New Column page.

   




2. Select the check box from the category.

   In the category, you have two options Ticket Description and Ticket Property. If you select ticket description, details will be visible on the comment page and If you select ticket property, details will be visible on the home page.

3. Enter column name, select type and active. Then Click on Save button.

   

1. Condition Based Column : In condition based column user can define the condition to show/hide the fields in the add new ticket page on the basis of option which are pre-defined in the choice type column.

   
   
   

2. Click on + Condition button

   
   
   

3. You can dynamically show and hide ticket form fields based on one of the choice fields. Click on Save button.

   
   
   

Business Hours

From here, the admin can add, edit and delete business hours.

To add business hours, follow the below steps:

1. Enter the Name and Description.

2. Select Civic Hours

3. Click Submit button.

Column Settings

From Column Setting admin can hide , show and sort columns.

1. There are four tabs available in the Column Settings panel: Unassigned, Team Tickets, Team Closed,Team Resolved and Report.

   
   
   

2. With the use of this setting, you can rearrange the columns in the desired order by dragging the columns.

   
   
   
   
   
   

3. Select the tab under which you want the columns to appear . Now tick the box next to the column you want to display. Click on save button.

   
   
   

4. Certain column that you have selected under the Team Tickets tab would appear on the Home Page.

   

Define SLA Policies

An SLA policy (service level agreement) lets you set standards of performance. They're like a target, or a deadline, within which your support team is expected to resolve tickets. If any of the policies are breached, a email notification would be escalate to the team.

By default SLA policies are disabled, you can enable it by clicking Enable SLA toggle switch.

SLA Calculation : Two types are displayed below: Initial Response SLA and Resolve Time SLA . Choose the desired option from the checkbox now and click on save button .

Approver-Workflow

Click on Configure button.

The Approval Workflow feature in Civic 365 allows users to create a customized approval process for different types of requests or tickets. For example, if an employee requests time off, their manager may need to approve the request before it can be finalized. With the approval workflow, the manager can be automatically notified of the request and prompted to review and approve it.

Rules & Automation

Click on Configure button.

In ‘Rule & Automation’ feature, enabling seamless client connectivity and effortless ticket management based on priority. With its intuitive interface, you can create rules, auto-generate tickets, assign tickets of VIPs to specific agents, auto close, auto escalate, and route the tickets virtually with unlimited conditions to cater for your specific business needs. Thus, saving valuable time and effort. Additionally, our ‘Except if’ feature offers the ability to exclude specific actions as needed.

Dashboard Settings

From here you can customize the chart which you want to show in the dashboard for each row.

1. First, click the Configure button next to the Dashboard Settings.

   
   
   

2. Dashboard Settings panel will open . There are four tabs: Row 1, Row 2, Row 3, and Row 4.
   

3. Select the checkbox option of charts which you want to show in the dashboard row.

   
   
   

Chatbot Bubble 365 Settings

Click on Configure button.

To activate this function, simply switch the toggle on.

You can establish Microsoft Teams for your Civic support groups. The bot will dispatch push notifications to the relevant teams/groups each time a new ticket is Created.

Through the use of the refresh function, team members will be added to or removed from Microsoft Teams based on the settings defined for each team or group.

Knowledgebase

A knowledge base serves as a hub storing articles and FAQs for users to access before raising any issues. It's designed to provide information and solutions, allowing users to self-assist and find answers to common queries without needing direct support. Encouraging users to explore the knowledge base before seeking help can reduce repetitive inquiries and empower them to resolve issues independently.

Click on Configure button.

To activate the knowledge base feature, toggle it on

Click on the bulb icon in side navigation bar to open the knowledgebase.
In knowledgebase you can create articles under the particluar team section.
User can also provide feedback on the published articles along with star ratings.

HD365 Migration

This feature facilitates the migration from a classic to a modern Civic site.

Click on Configure button.

After entering both the internal and external site names, proceed by selecting the "Migrate" button to initiate the migration process.

Configure different mailboxes for different team

When the toggle is activated, you can configure distinct mailboxes for various Civic365 teams. Any ticket that arrives in the IT mailbox will automatically be assigned to the IT team.

Time Tracking

1. Go to the home page and click the Ticket ID to open the comment page.


2. On the comment page, click the Reply button, this displays pop-up to write the comments.
   
   
   


3. Click the Update button, this displays the Track Time popup.


4. Enter the time taken to resolve the ticket in minutes.