Roby

Meet Roby - a refreshingly simple alternative to complex ticketing systems for companies that are looking to streamline support services. Submit, resolve, and manage tickets such as IT issues, HR questions, or any internal requests without leaving Microsoft Teams.

Key Features and Functions (*all within Teams)

Ticket Management

• Submit a ticket via private chat or turn messages in the channels into a ticket automatically.

• Close/Assign tickets.

• Send follow-up messages.

• Triage requests with priority levels and due dates.

• Add internal notes to a ticket.

• Attach files to a ticket.

Auto-response to Repetitive Questions

• Store your responses to specific questions.

• Manage/update your responses.

• Employees can auto-search stored responses before submitting a ticket.

Reminders/Notifications

• Automatically notify the employees when their tickets are resolved.

• Receive notification about ticket updates and deadlines.

• Weekly reminder for the tickets that need immediate attention.

• Notification when the follow-up messages are read.

• A reminder when the follow-up messages are marked as unread for 48 hours.

Add-ons

• Integrate with your existing ticketing system.

• Connect your support email to Roby and automatically create tickets.

• Connect your clients' Microsoft Teams and manage external tickets.

• Contact us for more information! info@tellroby.com

To Get Started

• Add Roby to a team.

• The members of the team will be able to use Roby.

For Requesters

• Type "help" in the private chat to Roby.

• Click “Make a request” to submit a request form.

• Or submit the ticket in the channel by typing "@Roby [your request]”.

For admins/agents

• Type "help" in the private chat to Roby.

• Click “Assign” to assign the ticket to other admins.

• Click “Follow up” to send out the follow-up message to the person who submitted the request.

• Click “View Dashboards and Settings” to enter the portal.

• Click “Add/remove admins” to manage admin accounts.

FAQs

How to set up a Roby admin account?

• The first person to install the Roby app on Teams for a new company will automatically become a Roby admin. Any subsequent installs of the app from other users within your organization will automatically become “employees”. Roby admins will be able to add or remove admin users.

What if my company uses multiple platforms?

• Roby is able to connect with multiple chat platforms. The support teams can choose either one of these platforms to manage incoming tickets. Please contact us for support.

Can I use Roby to manage the requests from external customers?

• Yes, Roby is able to connect your customers’ chat platforms so that they can submit support requests without leaving their workspace. Please contact us for support.

Can Roby connect to an email address?

• Yes, you can still keep track of the requests from your support email on Teams, Roby will automatically sync up the dialogue. Please contact us for support.

Can I customize the buttons on the menu?

• Yes, many aspects of the menu can be customized to fit your needs. Please contact us for support.

Contact developers at info@tellroby.com