The ‘give help’ icon is located in the top right-hand side of the community home page. Some of you reading this article may be confused as to why you cannot see this, for which there are the following two possibilities:
You are not logged into the community - the icon will only appear if you are logged into your community account.
You don’t have over 25 replies in the help and support forum - the current criteria for gaining access to the toolkit is reliant upon members having at least 25 replies in help and support.
Collaborating with our helpers we were able to get feedback on what’s needed for them to answer questions and made those features and functionalities available in the toolbox. From the already implemented quick reply function, along with the advanced reply function, to saving templates, batch editing thread lists, accessing the knowledge base, copying agent links and pre-made templates without losing the thread you’re replying too, giving kudos, filtering through and reporting threads, we have tried our best to make our toolbox a helper friendly experience. Thus, the toolbox is a combination of different helper focused functionalities, gathered in one place to make things easier for members who wish to help.
Continue reading to find out more about each functionality.
The first bottom tab found in the Toolbox is the thread list. Here you will find will all help and support threads which do not have a best answer set as yet. For each thread you will see a series of icons and badges designed to give you a better overview of the activity on each thread to make it easier to choose which one you want to open.
Besides the icons and badges there are two other functionalities we have introduced which give you the ability to Save a thread in your favourites or Dismiss a thread from your thread list. You can do this by either swiping right or left on the individual thread you’d like to action. On the other hand, you could always use the Batch edit feature that is found at the top right of the screen to action multiple threads at once.
As we have seen, the Toolbox lets you save threads that you want to keep an eye on. The second tab is the place you need to go to view all your saved threads. The functionality here is similar to the Threads list tab, but here, you will be notified at the bottom of the screen as well as a pink line on the right hand side of the thread as soon as one of the author's of the saved has returned to post again. When you no longer want to keep a thread in the list, simply swipe left or use the batch edit function to remove it.
One special feature we want to develop in the Toolbox is the ability to access to a space where you can save a few personal notes. At the top of this tab you will be able to see a predefined note that has all the direct Agent links that you will needed if the member’s issue can only be solved by the agents.
We are still working on bringing the personal notes to life and we hope they will make an appearance soon. In the meantime, let’s have a look at the Agent links note:
The dashboard has a quick copy and paste functionality, click on any link to copy it and simply click the thread list icon the return to the thread on which you wish to post it on. ‘Link copied’ will appear to confirm that your link has been copied.
The last tab, the Settings tab is all about personalising your thread list and will therefore allow you to only view threads that are of interest to you. This is just the beginning of what we can do in terms of filters and we would love to hear what else we can add to the list to make your life easier.
There are two types of filters:predefined and freeform. They can both be used at the same time if you want to be very specific about which threads you want to see in your threads list.
Chewy threads - These are threads which were posted over an hour ago and have not had any replies.
Forgotten threads - These are threads which were posted 1 day ago and have fewer than 3 replies.
Best Answers - The Toolbox’s default view is to exclude threads with a best answer, and this toggle, if enabled, will bring back those threads making them visible for you in the Threads list.
Keyword filter - If you’d like to help members with a specific question, this filter allows you to simply type in a keyword and it will filter the Threads list view to only show threads which contain this keyword.
After enabling or disabling any filter you will have to go back to the Threads list to see the changes. Don’t worry, a pop-up at the bottom of the screen will confirm that the change you made has been applied.
To bring everything to a close we have created a handy guide and as you may have already guessed, this guide runs through the various icons, badges and functionalities of the toolbox. Feel free to browse it if you ever need a quick refresh whist using the Toolbox.
After deciding on the thread you want to reply to, you will be met with a view that allows you reply by using Quick or Advanced reply, access the Knowledge base and your Notes as well as Save or Dismiss a particular thread.
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