Views

KA

Kiri Admin

Views are perhaps the most powerful feature of our helpdesk. By using context, logic and machine learning, they help you keep everything organised and do the heavy lifting for automations.

Whenever you receive a ticket from one of your channels, we infer the context and arrange it in the appropriate views.

We attempt to find information about the requester from their previous tickets or Shopify. This lets us know how valuable they are to your business, what orders they have placed and more. In addition to that, we know what the message they sent is and we do a pretty good job at categorising the ticket.

Most customer service/sales requests are repetitive. We have figured out 13 different categories that cover a large majority of e-commerce requests.

Thanks to this, all of your tickets receive a type. Examples of ticket types include

Order Status
Influencer
Change Order Details
Return Request

This allows you to sort your tickets into a view based on one or more ticket types. For example, you might want to create a Sales view for all Influencer and Partnership tickets.

Categorising tickets is not easy and we don't get it right 100% of the time. If you find it is categorised incorrectly and update the type, your reply suggestions are recomputed and the system will learn and improve based on your input.

Conditions

You can use a lot more than just ticket types to create Views. Every View can have Kiri and Shopify conditions.

Kiri Conditions

With Kiri conditions, you can check things such as

how valuable the customer is,
whether the ticket has an assignee, and
if the requester has a Shopify profile.

Shopify Conditions

You can use Shopify conditions to check

whether they have placed any orders
details about their recent order (fulfilled? paid? shipped?)

All of the conditions in a single conditions field must evaluate to True for a ticket to belong to the view (along with the other view settings).

If you use multiple Kiri and Shopify conditions fields, then only one of the fields for each must evaluate to True.

Custom conditions

You can set up your own custom conditions under Settings Custom conditions.

Custom conditions are very useful for giving customised responses to your order status tickets. One such application is to check how many days have passed since the the order was placed/shipped.

For example, you can create views of tickets where the order is slightly late or very late.
It does not sound very useful on its own to filter tickets this specifically, but it is highly valuable for your automations. You might ask the customer to wait a bit longer if the order is slightly late, but you'd most likely give an entirely different response if it is very late.

Ideas

You should set up two types of views:

1
Views that keep your tickets organised - unassigned, unsolved, sales, returns, high priority and current agent's tickets.
2
Views that let you automate most of your tickets.

Automation views is where most of your views should come from. We'll cover these in our automations tutorial.

If you are having trouble setting up the views you'd like or want to share what you came up with, don't hesitate getting in touch with us!

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