Iris Apps

support-desk

by Iris

One desk for every question, from every channel: mail, phone, WhatsApp, web chat and socials land in the same lanes, with a page customers can open and a board the house works from.

Install

or say to your Iris: install support-desk

Installs in your Iris ยท

Support desk

Every question from every channel ends up on one board, so nothing is answered twice and nothing is lost.

Mail, a phone call, WhatsApp, the web chat on your site, a DM on a social account: they all land on the same desk as a ticket in a lane, with the whole conversation behind it. The house answers from one place, and Iris can do the work with you: "what is waiting on me?", "answer T-4 that the refund is on its way".

What it gives you

  • One board at /desk on your own Iris address, with lanes: new, open, waiting on the customer, done.
  • A page for your customers at /help, which anyone can open without an account. They write their question, get a ticket, and can follow the answer in the same page.
  • A database of its own inside your house (sqlite): plugin db support-desk shows what is in it.
  • Tickets, not mail threads. Iris asks the desk what is open; you ask her what is waiting on you.

Channels

A ticket remembers where it came from. Iris brings new ones in with one command, whatever the source is:

desk intake mail "Ann <ann@example.com>" "my invoice 4412 is still unpaid"
desk intake whatsapp "Bram" "where is my parcel?"
desk intake phone "06 12345678" "called about a refund, promised a call back"
desk intake socials "@ann on X" "your app crashes on my phone"

For mail and WhatsApp that is exactly what Iris does with her own mail and WhatsApp tools: read the message, bring it in with desk intake, and answer in the thread. The desk is the one place where all of it stands.

Say this to your Iris

  • "what is on the support desk?"
  • "who is waiting on me?"
  • "answer T-3 that we are looking into it"
  • "close T-1, that is settled"
  • "bring in the mail from Ann as a desk ticket"

Answering

Replying in the desk records the answer and puts the ticket on "waiting on the customer". Iris sends it out with her own mail or WhatsApp tools when you ask her to: the desk is where the conversation stands, not a mail server.

Where it stops

Tickets hang on an issue (the issue tracker plugin) when something structural is behind them. The desk does not send anything by itself and does not touch another house's tickets.