Settings, Products tells the desk what you sell. With it filled in, a customer who asks "what is this?" or "where do I read about it?" gets a real answer and a link, the AI tags each ticket with the right product, and your reports and licence lookups stay accurate.
Where to find it:
Open Settings on the desk's menu bar, then the Products tab.
What you sell:
Each product has five columns:
- Product name, for example Planner Pro.
- Short code: how the product is named in your sales and licence data. Not sure? Use the name in lower case with dashes, for example planner-pro.
- What it is, in one line, for example "A WordPress plugin that takes bookings for your classes and workshops".
- Price, written however your page says it.
- Page address, the product's sales or information page.
Press + Add Product for another row, Remove to take one away, and Save Settings when you are done.
The short code drives triage and your reports. The other columns are what support is allowed to say about a product. Somebody whose problem one of your other products solves is told so in one short sentence with the address, after the answer; never somebody stuck or upset, and never twice. Leave the table empty and the AI does not guess a product at all.
About the price:
Write it the way your page says it. Support says exactly what you wrote and never makes one up. It never tells a customer what they themselves have paid; that is for you alone.
Paste a whole list:
Press Paste a whole list instead. Paste one product a line, with the page address and the price after a | sign, in either order. A product already on the list is updated rather than added twice.
Prices from your licence server:
If you sell through a ResultsAiX licence server, put its address on the Integrations tab. Then paste your Export token here and press Get My Prices to bring every price in. Only the price is taken; your names, descriptions and page addresses stay as you wrote them.
Other addresses people ask for:
Under WHAT PEOPLE CALL IT and ADDRESS, add anything that is not a product but gets asked for by name: your members area, your support hours, an install guide. Press + Add Address for more. Support gives these out in full when somebody asks.
Let support read those pages:
The address tells the desk where to send somebody. Reading the page tells it what the product actually does. Under Let support read those pages, Read those pages into the knowledge base reads every page you named, and reads each again every day. Save the screen first if you have just typed an address.
Step by step, adding your products:
- Open Settings, Products.
- Fill in the first row: Product name, Short code, What it is in one line, Price and Page address.
- Press + Add Product for the next one.
- Under Other addresses people ask for, add your members area, support hours and any guide people ask for by name.
- Press Save Settings.
- Under Let support read those pages, press the button to read the named pages into the knowledge base.
Good values:
- Short code: exactly what your sales feeds call the product, so tickets, sales and keys line up.
- What it is: one plain line a customer would understand, not a slogan.
- Page address: the page that explains the product best, usually its sales page.
Where this list is used:
- The Product picker on your contact form and in the contact page chat.
- Triage, which tags each ticket with one of your short codes.
- Analytics, Which products.
- Macros, For which product?
- Notifications, The product (own / do not own).
- Support answers about what a product is and where to read about it.
A real example:
Yoursite Studio lists four products: Planner Pro (planner-pro), Photo Editing Masterclass (photo-masterclass), Studio Membership (studio-membership) and Template Pack (template-pack), each with a one line description and its page on yoursite.com. Under other addresses: Members area, Support hours and Installing Planner Pro. A visitor who asks the chat "where is the install guide?" gets the Installing Planner Pro address in full.
Tips:
- Use the same short codes your sales feeds send, so licence lookups match.
- After adding products, press Sort It Again on a few open tickets to tag them.
- The contact form's Product list and the macros' product list both come from here.