Tutorial: a help desk room
Visitors ask, a few people answer.
Operators only. This section is for IRC operators.
Goal: a room where anyone can ask questions and only your staff can speak freely, with visitors going through.
1. Create it
irc
/join #support /msg ChanServ REGISTER #support Product support /topic #support Ask your question and wait for a reply. Staff are marked with @.
2. Staff are operators
irc
/cs AOP #support ADD agent1 /cs AOP #support ADD agent2
3. Keep order
- Turn on moderation during rush hours:
/mode #support +m. Staff keep operator status; give a visitor a turn with/voice nick. - Or leave the room open and use
/mode #support +Rto require registered nicknames. - Put the link in your product:
https://www.conferencerooms.org/chat/support/. Visitors land in the room with only a nickname to choose.
4. Follow up offline
irc
/ms SEND visitornick Here is the answer we promised
The visitor sees the memo when they come back and identify.
More in Guides and tutorials
- Tutorial: an announcement roomMany readers, few writers.
- Tutorial: build a moderation teamShare the work safely.
- Best practicesHabits that keep rooms healthy.
- Community guidelinesWhat is expected of everyone on the network.
- Privacy and securityWhat is visible, and how to protect yourself.
- Keyboard shortcutsKeys in the Web Chat and in this Help Center.
- Frequently asked questionsQuick answers.
- What is not availableFeatures that are not offered, so you do not look for them.