Kanban for Requests

A Kanban view of all customer requests and tickets across your workspace.

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Thena’s request management workflow on the web is situated within a Kanban operating board.

Thena offers the following stages in the Kanban:

  • Unassigned - a request was detected, but has not yet been picked up by an individual.
  • In progress - a request was detected, and has been assigned to a user OR a ticket has been created and is being worked on.
  • On Hold - a request was detected, and has been placed on hold as it requires time/resources from vendor, or inputs from the customer (e.g. Waiting on customer) OR a ticket has been marked on hold for the same reason.
  • Closed - a request was detected, and has since been resolved OR a ticket has been closed.

📘

Requests Visibility

Admins see all the requests even if they are not part of the channel. Others see only the requests of the channels they are part of.

Features

Card

The card contains the

  • Customer Icon, Customer Logo for Slack Connect channels (Requestor Icon, Channel Name for Guest Channels)

  • Requestor Name, Urgency (AI Generated), AI Tags, Request Date, Replies in request thread

  • Action buttons

    • Assignee: Can be added/updated from within the card. The assignee will get a notification with the relevant request details.
    • Not a request: Marks the request as invalid. The request will disappear from the Kanban view.
      If a new request is detected on a thread which was previously marked as 'Not a request', then the new request will show up in the Kanban.
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  • Optional: Ticket Integration logo (if applicable)

📘

The Not a request feature will help our ML model in accurately predicting requests for specific use cases in every workspace.

If the card has a red highlight, this is because it has not been replied within the First Response Alert timelines, and is pending a response. After an escalated request has been responded to, it will not have the red highlight, as the request is no longer requiring an urgent action.

Drawer

  • The AI Generated Title and summary is visible on the left card. Also, the total number of messages, and threads associated with the request along with a CTA to open the relevant request in Slack is available to the user. The actual communication with the customer is highlighted below this.
  • The details include all metadata on the request. This includes
    • Sender, Assigned To, Closed By, Creation and Closure Date.
    • Type, AI Generated Tags, Sentiment, Urgency, {Custom Tags}.
    • CSAT (for Tickets).
  • Internal Thread highlights the internal communication associated with the thread
  • Activity is an audit log of all activity associated with the request.

    Items not currently supported in the Drawer
    • Request ID (Coming by June end), Ticket ID (Coming by early July).
    • Assignment for Tickets (Coming by July end).
    • Ability to copy the request link (Coming early July).
    • Split request (Coming in Q3 end).
    • Suggested Response and associated Helpdesk link (Coming in Q3 end).

Download

Users can download all metadata from the Kanban associated with Requests/Tickets for custom use cases. The downloaded csv will show only those filtered rows that are visible in the Kanban.

Tickets

Tickets are visible in the Kanban, albeit with limited functionality. In the Kanban, one can

  • Create a ticket from a request.
  • Change the status of a ticket.
    Things to keep in mind on Tickets
  • Creating a ticket will not work if you have custom attributes for creating a ticket.
  • Unassigned is not a relevant status for a ticket.
  • Ability to assign a ticket from the Kanban is currently not supported.

Filters in Kanban

The Kanban will automatically show the filters of the last session of an individual user.

  1. Quick Filters
    1. My Requests shows all requests that are assigned to you.
    2. Escalated Requests shows all requests that have not been replied to the customer and have breached the First Response Alert set for a workspace.
  2. Default Filters
    1. Date: This filters on Request Creation date.
    2. Type (Options include Requests, and Tickets)
    3. Assignees (Dropdown of users that have been assigned a request/ticket)
    4. Account Owner (Dropdown of users that are marked as account owners)
    5. Customers (Dropdown of Account Names)
  3. Add Filter Options
    1. Sentiment (AI Generated for requests)
    2. Urgency (AI Generated for requests)
    3. Tags (AI Generated for requests)
    4. Solution Engineer (Dropdown of Solution Engineers configured in Thena)
    5. {{Custom Tag Based Filters }} (If you have setup tags for your Workspace, the relevant tags can be filtered here).
  4. Sort By
    1. Newest/Oldest: Show requests basis when they were created
    2. Recent Activity (Recommended): Shows all requests sorted by the descending order of activity seen in the thread (e.g. If a 30 day old request has a message that was sent a few minutes ago, it would show up higher than a request that is 10 days old but has had no activity in the last few hours).

🚧

Date Range Filters

On first login, Thena will show requests/tickets for the last 30 days.

Updated 23 days ago

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