How to add/edit an escalation option in a help desk?

Add or Edit Escalation Options for a Help Desk in LearnWise

Escalation options in LearnWise are crucial touchpoints for students and faculty to access human support after interacting with the AI assistant. Each help desk can have unique escalation methods, and they can be configured with specific availability settings. Here’s a comprehensive guide on how to add or edit these options, ensuring that users have a clear path for additional support when needed.

Overview of Escalation Types

Escalation Option	Description	User Experience
Phone Number	Allows users to call for support directly.	Users are provided with a form to submit and then see a phone number to dial for support.
Email	Send an automatic email with the users request to the defined email address.	Users are provided a form to submit and then an email is automatically sent.
Live Chat	Present a link to instant messaging support with a live agent.	Users are provided a form to submit and then a link is provided for them to click into the live chat experience.
External Link	Present a link to the user	Users do not submit an escalation form and are directly presented with a link.
Create a ticket (Integration)	Escalate a ticket directly to the ticketing system used at your institute	Users are provided a form to complete and a ticket lands in the integrated system with some pre-populated fields

Adding or Editing Escalation Options

Navigate to LearnWise Admin: Log in at admin.learnwise.ai and access your administrative dashboard.
Select ‘Manage Help Desks’: Identify and click on the ‘Manage Help Desks’ section from your dashboard.
Choose and Manage a Help Desk:
- Each help desk has its own set of escalation options. Select “Manage Desk” to customize its unique escalation paths.
Add/Edit Escalation Options:
- Within the help desk settings, find and modify the ‘Escalation Options’.
- Ensure that at least one escalation option is active for the help desk to prevent user dead-ends.
- Use the table above to understand the different types of escalation methods and what end-users can expect from each.
Specify the “Button Name”
- The button name is what students and faculty will see while requesting support. Go for a short but descriptive name that is clear to the user how they will be reaching support.
- For Example: “Call Support”, “Email Us” or “Live Chat with IT”
Specify the Escalation Type
- There are 4 escalation types available:
  - Phone Number
  - Email Address
  - Live Chat Link
  - External Link
- Please refer to the table at the top of this page to learn more about how they impact the support workflow.
Customize Availability Settings:
- Define when each escalation option is available. Refer to our separate article on setting availability for detailed instructions.
Configure Ticketing Integration:
- If you have integrated a ticketing system like ServiceNow, Salesforce, TOPdesk or others - decide for each escalation option if a support case should be created when that option is used.
- For example, although you may not normally have tickets created for phone support or live chats; it can be particularly useful to provide support agents with additional context to resolve cases in real-time.
Save and Implement Changes:
- After customization, save your settings to update the help desk’s escalation options.

Implementing Escalation Options

Unique to Each Help Desk: Escalation options are not universal; they are configured per help desk to cater to the specific support needs associated with each.
Mandatory Inclusion: A help desk must always have at least one escalation option. This ensures that users can always find a way to seek further help if the AI assistant cannot resolve their issue.
Ticketing Software Integration and Context: Even for direct contact methods like phone calls, LearnWise can create a support ticket to provide the support agent with all the necessary background information to effectively address the inquiry.

By following this guide, administrators can ensure that their LearnWise help desks are equipped with the right escalation options to meet their community's needs. Properly configured escalation paths are essential for providing a seamless support experience and maintaining efficient and effective communication between users and support staff. For any assistance during this process, the LearnWise support team is ready to provide guidance.