There are two basic screens you’ll use day to day in FuseDesk. That’s it! The first screen is a case queue. A case queue is an organized group of cases, for example:
The sidebar of FuseDesk lists your various case queues starting with your Inbox, followed by Department queues and then Rep queues. Next to each queue name, you’ll see how many cases are in a given queue and how old “stale” a queue is (more on that in a moment). The first number is how many new cases are in a queue – these are cases that need your attention. The second number is the total number of active cases (new + open cases) in the queue. This includes both cases that need your attention as well as cases that are waiting on the customer but that you don’t want to forget. The color of the case queue can be green, yellow, or red, and reflects how old the oldest last response time is on a case. The longer a customer has been waiting to hear back from you, the worse this is, and the queue will go from green (good!) to yellow (careful!) to red (get back to your customers already!)
Click a queue name in the sidebar to access that queue, specifically a case queue with at least one case. FuseDesk will display a list of cases in the queue along with some options for managing your cases in bulk. On the right of each case is the relative time since each case was last updated or replied to. These also fade from green to yellow to red over time. Mouse over the relative time for the actual date and time if you need.
What gets measured gets done. At the top of a case queue, you’ll see four key stats that matter most for each queue. The first three numbers show you how long it’s taking you and your team to:
Following those three times, you’ll see a star rating for how happy your customers are with your support if you have feedback enabled for your department. Mouse over those stats to see the full details of the stats. If this is a brand new app, these numbers will likely be blank. That’s okay for now. They’ll automatically fill in as you start handling cases.
At times, you’ll want to organize or bulk manage your cases. You can do that right from a case queue. Simply check the boxes next to the cases you want to perform an action on. Then choose what you want to do with those cases from the menus at the top of the queue. You can bulk:
The main action you’ll be taking from a case queue is accessing a case. Simply click on a case to view it!