What is the eSagu HelpDesk?

eSagu HelpDesk is an issue tracking system that is responsible for smarter, automated and time saving response to email inquiries from customers, mostly coming from Amazon and eBay customers.

eSagu’s issue tracking system manages all incoming customers inquiries and automatically assigns them to HelpDesk agents (in most cases, employees of the main HelpDesk user).

Say goodbye to time-consuming routine tasks!

eSagu HelpDesk is a major part of customer service, since it integrates everything your support team needs, such as translations, payment processing, tracking orders etc.

The software gives the support staff a precise overview of the previous customer history, for example issues that have already been resolved for the same customer or information provided by the customer on the current issue.

Setting up the HelpDesk

If you are already an eSagu user with an account, please follow the next steps:

  1. Go to My Account
  2. Add an account
  3. Choose HelpDesk

eSagu Account Manager needs to activate the service from his/her CRM tool.

If you are new to eSagu and the HelpDesk, then please follow the steps below:

  1. Go to esagu.de.

  2. Click sign up and fill in your email and password.

  3. Ask for the Activation code via email: support@esagu.de or feel free to give us a call at +441138680113.

  4. Enter your 5-digit activation code, select the service ’’HelpDesk’’, and your eSagu Account Manager will activate the service for you.

Settings

Accounts Settings

IMAP and SMTP

The first and most important step for starting up the HelpDesk is setting an IMAP- and an SMTP-Account.

Through IMAP (Internet Message Access Protocol) you can access your email messages wherever you are, all you would need is a good internet connection.

Email messages are usually stored on servers. When you open your inbox, your email client contacts the server to connect you with your messages. You do not actually download or store emails on your computer, you rather read an email message using IMAP; meaning you read it off of the server. This enables you to browse your emails from several devices.

To receive and send messages from the HelpDesk we need to connect with your IMAP and SMTP (Simple Mail Transfer Protocol) server respectively. Without a verified connection the HelpDesk will not get notified for any incoming or outgoing emails.

Please refer to our appendix for Email settings of common mail providers like Gmail…

Once the IMAP- and SMTP-Accounts are verified, set up the connections for:

  • Amazon shop. Also possible for different Amazon Marketplaces.
  • Ebay shop
  • External system. If you are using Plenty or Linnworks, add them here. If you are using other external ERP system, you can connect via CSV export, and our easySchedule - scheduled CSV imports.
  • Facebook page

Create the account groups

Without this step your emails won’t show on the issue’s page. An Account Group is the set of accounts which belongs together. For example, your email address associated with your Amazon shop or/and eBay shop. If each marketplace has a different email account, feel free to create 2 or more account groups.

Add agents

Each agent’s email address is the one he/she is using to log in into the HelpDesk.

In order to add your agent email address:

  • Go to My Account
  • Click the tab ‘’Users’’
  • Add the user and give permission for the listed roles.

Enable or disable notifications that an agent can receive, such as all incoming emails, new issues created or only the ones assigned to an agent and notifications about the activities of the system or the agents.

Step 1: Add a new user. Add a new user.

Step 2: Create an Agent with the same email address. Create an Agent with the same email address.

Create Templates

One of the advantages of eSagu HelpDesk is that the users can create their own ready to use answers for different issues, such as returns, refunds, payments etc.

These templates can be assigned manually on an individual issue or automatically.

On top of that, you can add placeholders in the templates in order to customize the answer to the recipient or use template variables to prefill templates with known data.

In our appendix you can find sample templates to use.

Placeholders

Placeholders allow you to create templates with replacement fields which can be filled before sending a message.

The example below shows a basic placeholder. A keyword surrounded by two square brackets e.g. [[NameOfPlaceholder]]. Instead of fiddling with the text you can fill the text fields and click on the check button to replace the placeholder with your input.

Placeholder for convenient text replacement. Placeholder for convenient text replacement.

Placeholder may contain default values. Those placeholders will be prefilled. For using default values separate the placeholder name with the = character from the default value. E.g. [[NameOfPlaceholder=DefaultValueOfPlaceholder]] ([[Sender=me@mydomain.com]]).

Placeholders may contain multiples options to choose from. Instead of passing a single default value you can provide multiple defaults by separating them with the pipe | character, e.g. [[NameOfPlaceholder=Option A|Option B| Option C]].

Template variables

Template variables are prefilled by the HelpDesk when selecting a template with data associated to the issue. Template variables are surrounded by two curly brackets e.g. {{ variable }}. The most common template variables are {{ agent.forename }} and {{ agent.surname }} which prefills the templates variables with the processing agent's fore- and surname.

Hello,

thanks for your response!

Best Regards,

{{ agent.forename }} {{ agent.surname }}

So a template looking like this one above would be converted to this text below.

Hello,

thanks for your response!

Best Regards,

John Doe

However, template variables can also be prefilled with data from your HelpDesk address book. So instead of writing a greeting each time, you could use the following formula to prefill the recipient's name if it exists in the address book.

Here is a list of available template variables associated to the address book.

  • {{ addressBook.salutation }}
  • {{ addressBook.forename }}
  • {{ addressBook.surname }}
  • {{ addressBook.addressLineOne }}
  • {{ addressBook.addressLineTwo }}
  • {{ addressBook.addressLineThree }}
  • {{ addressBook.postcode }}
  • {{ addressBook.city }}
  • {{ addressBook.country }}
  • {{ addressBook.phoneNumber }}

Message template with variables filled by the address book. Message template with variables filled by the address book.

So this template below would be converted to the text above if a recipient was selected before a template was selected.

Hello{% if addressBook %} {{ addressBook.forename }}{% endif %},

thanks for your response!

Best Regards
{{ agent.forename }} {{ agent.surname }}

Template variables and placeholders can be combined, too.

Hello [[Recipient{% if addressBook %}={{ addressBook.forename }}{% endif %}]],

thanks for your response!

Best Regards
{{ agent.forename }} {{ agent.surname }}

So when choosing a template the placeholder‘s default gets prefilled with the address book entry.

Combined template placeholders and variables. Combined template placeholders and variables.

Workflows

The workflows are the core of the HelpDesk.

Each action that happens automatically such as receiving a new issue, assigning an order ID, detecting the language and the mood, assigning an agent, translating the message (if needed and ordered), commissioning an autoreply etc., is set up in the workflows.

They are initially not editable and represent the basic and general flow of all the issues.

If a HelpDesk user want to adjust or edit a workflow to better suit their needs, they can request for that workflow to become editable. An Account Manager will then check the request and unlock that workflow from the CRM tool.

Most common additional workflows:

How to add agents?

  1. Edit workflow named New Incoming email

  2. Click Add Action and select from the drop-down Assign Agent.

  3. Choose the Agent’s name. Till here, the agent you choose will be assigned on each new incoming email. If you want to assign agents for different issues then,

  4. Go above and click Add filter

  5. Select one of the drop-down options in Field, Comparator and/or insert the Value associated with the options you chose in the filter.

  6. Add action Persist message.

  7. Click Save.

Assigning to agent (action) Katerina when (filter) subject contains payment received Assigning to agent (action) Katerina when (filter) subject contains payment received

How to tag issues?

  1. Edit workflow named New incoming email

  2. Click Add Action and select from the drop-down Add tag

  3. Select a tag from the ones you created beforehand. So far, this tag will apply on each new incoming email. If you want to add different tags for different issues, or to specify which email gets tagged then,

  4. Go above and click Add filter

  5. Select one of the drop-down options in Field, Comparator and/or insert the Value associated with options you chose in the filter.

  6. Add action Persist message.

  7. Click Save.

Add tag(action) Returns when(filter) subject contains 'return of order' Add tag(action) Returns when(filter) subject contains 'return of order'

How to set automatic response?

  1. Edit workflow named New issue created

  2. Click Add Action and select from the drop-down Autoreply.

  3. Choose the Template you wish to use for your autoreply.

  4. Optional, select the Agent that will be assigned on the issues. Until here, the selected autoreply action will apply on all the new issues that are created.

  5. If you want to send autoreply on individual issues, click above on Add filter and select from the options given.

  6. Click Save.

Setup a workflow to autoreply on messages containing the subject 'return' Setup a workflow to autoreply on messages containing the subject 'return'

Setting up automatic responses

Example: Out of business hours or holidays.

  1. Edit workflow named New issue created

  2. Click Add Action and select from the drop-down Autoreply.

  3. Choose the Template you want to use for your absence reply.

  4. Select the Agent that will be assigned to the issues.

  5. Go above and click Add filter.

  6. Select Business hours with the Comparator Outside (for auto response outside your business hours), or select Days off with the Comparator Outside (for auto response for emails coming in the days when you have your holidays)

  7. Click Save.

Setting up a workflow to automatically respond outside of business hours Setting up a workflow to automatically respond outside business hours

How to set up the translations for incoming messages?

  1. Edit workflow named New issue created.

  2. Click Add action and select from the drop-down Translate and select the language that you wish your emails to be translated to.

  3. Go above and click Add filter.

  4. Select Message language from the field drop-down, comparator equal, and from the value drop-down the language of the incoming message. You can add a filter for every language that needs to be translated.

  5. Click Save.

For translating different languages into the same target language, you can set up a filter for every language and connect them with an 'OR'. For translations into different languages, you will need to set up an action (including filtering directives) per target language.

Translate to English if the message language is Spanish Translate to English if the message language is Spanish

How to set up translations for outgoing messages?

  1. Edit workflow name New outgoing email.

  2. Add action and select Language detection.

  3. Add action and select Translate. Select the initial language of the message. For example, if you want to respond to someone whose initial message was in Spanish, then select Spanish so that he/she receives your response in Spanish.

  4. Go above and click Add filter.

  5. In the Field select Issue language, comparator equal, and the value needs to be the language of the message incoming.

  6. Add action Send message as email.

  7. Click Save.

Translate message from Spanish to Spanish Translate a message from Spanish to Spanish

Translate message from Spanish to Spanish and then to Italian Translate a message from Spanish to Spanish and then to Italian

For different languages, you need to set individual actions.

How to set up the state of the issue automatically?

  1. Edit the workflow New issue created.

  2. Go above and click Add filter.

  3. Select the issue state you wish to have. So far, the state you chose will apply to all new created issues. If you want to set up the state on individual groups of issues then,

  4. Go above and click Add filter.

  5. Select the Field, Comparator and fill in the Value that the message needs to contain.

  6. Click Save.

Set issue state(action) to 'in progress' where the subject contains the keyword 'return' Set issue state(action) to 'in progress' where the subject contains the keyword 'return'

For different state issues, you need to set up individual actions.

Set different issue states on different conditions Set different issue states on different conditions

Tags

HelpDesk users can customize tags for different issues so that later those can be filtered out efficiently, dealt with or even better, assigned to particular agents.

Create the tags by giving them a descriptive name, such as „Payments“, „Refund“, „Feedback“ and a different color for better clarity.

Business hours

In order to set up the automatic response for issues coming in outside your business hours, you will first need to select your time zone. In the „Global Settings“ tab select the time zone of your business.

Your next step would be to add your daily/weekly business hours in the tab „Weekly business hours“.

For days off and holidays, click on the tab „Holidays and vacations“ and Add day off by selecting the date, and whether that date is the same -valid- for every year (Christmas) or changes from a year to the next -valid only once- (Eastern/vacation).

Custom fields

Each HelpDesk user can create custom fields which are used in order to store specific information on issues.

You can add custom fields for:

Text

Text Custom field for text

Integer (numbers without fractions)

Integer (numbers without fractions) Custom field for Integer (numbers without fractions)

Float (decimal numbers)

Float (decimal numbers) Custom field for Float (decimal numbers)

Date

Date Custom field for Dates

Single Select

Single Select Custom field for Single Select

Multi Select

Multi Select Custom field for Multi Select

Boolean (check box)

Boolean (check box) Custom field for Boolean (check box)

Countdown (Date)

Countdown (Date) Custom field for Countdown (Date)

Issues

The issues page is where the HelpDesk user manages all the incoming and outgoing issues.

Statistics about issue states and assigned agents Statistics about issue states and assigned agents

In the upper left corner is a pie chart that shows the percentage of the status of the issues: New, in process, and done, as well as how many have an assigned agent and how many do not.

At the top center of the page there is a search box, and you can search for issues based on the title, order ID, keyword from the text of the message.

Customize your search, enter a keyword Customize your search, enter a keyword

In the upper right corner, there are few filtering, sorting and display options, which will be described in detail in the next section.

Create a new issue

The HelpDesk user can select the Account Group, type of the message, if it is an email or a Whisper (referring to another internal agent), then fill in the subject of the message, recipient which can also be found in own Address Book(link), select the template, or write your own text and add an attachment if needed.

Create new issue button(left) Create new issue button(left)

Display options

HelpDesk user can adjust details he/she would like to be displayed on each issue: State, date, recipient, agent, language, translation etc. All that needs to be done is to tick each of the listed desired options.

Customize what you see. Display and filtering options Customize what you see. Display and filtering options

Filter

To filter issues by various fields click on the filter icon.

Filter Filter issues by pressing the highlighted icon

Sort

In the HelpDesk, all issues can be sorted based on various fields.

Sort Sort issues by pressing the highlighted icon

Remove all the filters

Reset filters Reset filters by pressing the highlighted icon

Below the pie chart, the search box, the filter and display options is a horizontal tab-bar where the HelpDesk user can filter based on the state of the issues:

  • New
  • In progress
  • Done
  • Archived

In the issues-overview, each issue is represented by a list entry. This entry shows the state, the title of the issue and the display options you opted for in your display configuration.

There are two ways for opening an issue.

First, by clicking on the title of an issue. This will open a side pan overview of the issue, all the while keeping the issues-list visible on the left side.

The alternative would be to open the messages page by clicking on the ‘’Go to message’’ button.

Once the issue is opened, the whole history of messages from a particular customer is displayed in the middle as a timeline. The time axis with the date and time of the message is shown on the left-hand side. On the right-hand side at the top a menu to manually set up the issue's states can be found. Furthermore, there is the option to set the state and close the message page in one go. Below that menu, further issue related information is displayed:

  • the state, the language, the time the issue came in, the time the issue was last updated, and the number of messages,

  • the assigned agent(s),

  • the tags,

  • details about the eBay- or Amazon-item

  • the custom fields

  • And the related issues; issues which share the same sender, or the same order ID or the same ASIN or the same eBay Item ID.

With the round plus in the bottom right corner, you can access the following functionalities:

  1. Reply on message
  2. Whisper something to another agent
  3. Categorize. Manually add tags or set the mood of an issue.
  4. Sort the messages based on the date
  5. Hide or show activities (system, agents, all) on an issue.
  6. Show translations (if any).
  7. Assign order manually.
  8. Edit messages and issues.

Edit messages and issues allows to:

  • Move messages from an issue into another existing one.
  • Split an issue: move some messages from an issue into a new one.
  • Merge two issues into one: move all messages from one issue to another one.

Here is an example for how to split issues:

Edit messages and issues menu.

Edit messages and issues menu Edit messages and issues menu

  1. Select a single message.
  2. Or select all the messages.
  3. Move the selected messages to a new issue.
  4. Or move the selected messages to an existing issue.

Various options for selecting messages Various options for selecting messages

Select destination issue.

Select destination issue Select destination issue

Confirm your choices

Confirm your choices Confirm your choices

With the Save Search you can save your most used searches in the browser, so that you can use them on different devices. HelpDesk users can save them by clicking on the „Save search“ button and giving a descriptive name for the search term. Saved search terms are displayed as a search sub-menu.

Saved searches Submenu for saved searches

Bulk edit

The Bulk Edit option is a quick way of filtering quantity of issues, editing them at the same time or customizing the ones without an agent assigned.

Click on the Bulk edit option below the Issues and select the action you would like to take.

Bulk edit Click on the highlighted submenu to start a Bulk Edit

CSV files

eSagu HelpDesk allows you to import tracking data for your orders through CSV files. File delimiter needs to be a semicolon, and the format should be as shown in the following picture:

Tracking data CSV sample Tracking data CSV sample

All the columns shown in the sample are necessary. The column titles are keywords and not subject for alteration.

Address Book

The Address Book is the place where you can store email addresses and other contact information of people you frequently email.

Once you send an email or receive one from someone that you already have stored in the Address Book, the HelpDesk will show you it’s details on the issue page such as name, last name and address.

This will help you when creating a new issue to choose the recipient from here, instead of typing it, or copying it from somewhere else.

You can add your contacts by either manually adding them, or by importing a vCard file with existing contacts. For vCards imports to work properly with the HelpDesk, address book-entries need to include first and surname plus the email address.

Appendix

Glossary

Agent A person, usually an employee, who works with the HelpDesk to provide customer support.

IMAP stands for “Internet Message Access Protocol”.

Issue is the "synonym" for all the emails, inquiries, requests that are coming through the email account groups connected with the HelpDesk.

SMTP stands for “Simple Mail Transfer Protocol”.

Vcard or VCF (Virtual Contact File), is a standard file format for electronic business cards.

Workflow is the core of the HelpDesk and stands for all the processes that happen from receiving the issue, detecting the language, assigning an agent, assigning an order ID, tracking number etc., to sending a message as an email.

E-Mail Provider Settings

Gmail

Enter the following information in the IMAP account settings:

  • Server: imap.gmail.com
  • Encryption/authentication: SSL
  • Port: 993
  • Username: Your Gmail email address
  • Password: Your account password

Enter the following information in the SMTP account settings:

  • Server: smtp.gmail.com
  • Encryption/Authentication: SSL
  • Port: 465

Or:

  • Server: smtp.gmail.com
  • Encryption/Authentication: StartTLS
  • Port: 587

Google blocks by default third-party mail clients.

You can enable third-party mail clients from your gmail account by following the steps:

  1. My Account
  2. Sign-in & security
  3. Connected apps & sites
  4. Allow less secure apps

Outlook

Enter the following information in the IMAP account settings:

  • Server: outlook.office365.com
  • Encryption/authentication: TLS
  • Port: 993
  • Username: Your Outlook email address
  • Password: Your account password

Enter the following information in the SMTP account settings:

  • Server: smtp.office365.com
  • Encryption/Authentication: STARTTLS
  • Port: 587

Hotmail

Enter the following information in the IMAP account settings:

  • Server: imap-mail.outlook.com
  • Encryption/authentication: SSL
  • Port: 993
  • Username: Your Hotmail email address
  • Password: Your account password

Enter the following information in the SMTP account settings:

  • Server: smtp-mail.outlook.com
  • Encryption/Authentication: SSL
  • Port: 587

Yahoo

Enter the following information in the IMAP account settings:

  • Server: imap.mail.yahoo.com
  • Encryption/authentication: SSL
  • Port: 993
  • Username: Your Yahoo email address
  • Password: Your account password

Enter the following information in the SMTP account settings:

  • Server: smtp.mail.yahoo.com
  • Encryption/Authentication: SSL
  • Port: 587 or 465

Generate and manage third- party app passwords

Some older yahoo accounts require you to enter a single password for login credentials. In order to access your Yahoo Mail account on eSagu's HelpDesk, you’ll need to generate and use an app password. It is a long, randomly generated code that gives eSagu permission to access your Yahoo account. You will only need to provide this code once to sign in to your third-party email app (in this case for eSagu HelpDesk):

  1. Sign in and go to your Account security page on Yahoo.

  2. Click Generate app password or Manage app passwords.

  3. Select eSagu from the drop-down menu and click Generate.

  4. Follow the instructions below the password.

  5. Click Done.

  6. Go back to eSagu and use this password, and your yahoo email address in the IMAP and SMTP setting.

Templates

Return for refund

Thanks for your email

You are welcome to return if unsuitable, please return the product unused, in original packaging and upon receipt of this we will issue you a full refund (return postage not included). Please also remember to include a copy of your invoice or a note with your user ID or order number. Our return address is displayed below.

Best Regards,

[[sender={{ agent.forename }} {{ agent.surname }}]]

Lost

Sincere apologies, we have been tracing this with Royal Mail and was impossible. It must have been lost in post. As a reputable seller we have issued you a refund.

Sorry for the inconveniences.

Best Regards,

[[sender={{ agent.forename }} {{ agent.surname }}]]

Change address late

Sincere apologies, whilst we do our best to accommodate such changes on this occasion it was too late, this item has already been dispatched and the item was sent to the original address noted on your order.

Best Regards,

[[sender={{ agent.forename }} {{ agent.surname }}]]