The “help desk” module in eventbuizz is an integrated communication tool designed to enhance interaction between event organisers and participants. It provides a structured platform where organisers can initiate and manage discussions on various topics related to their event, and users can seek information or clarification on these topics. This module is particularly useful for resolving queries, providing additional information, and ensuring that participants have all the necessary details to fully engage with the event.
Purpose
The primary purpose of the help desk module is to streamline communication by creating a centralised space for discussions. It allows organisers to:
- Organise information: Present topics in a well-structured manner to facilitate easier access to relevant information.
- Address user queries: Receive and respond to questions from participants in a systematic way.
- Improve engagement: Encourage user interaction and feedback, leading to a more interactive and engaging event experience.
Accessing the help desk module
Organisers can access the help desk module through the following steps:
Eventcenter->app->help desk
This module is divided into three parts:
Functionalities of help desk module
Functionalities of help desk module
After accessing the help desk module the organiser have the further key features:
Key features
Topic creation
- Organiser will access the topic sub section in help desk module by following this path:
- Eventcenter->app->help desk->topics
- Click on the “Add” button, for creating the topic for interacting with users, on specific topics
- Enter a descriptive title for the topic.
- Click “Save” to add the topic to the list.
After saving the topic, all created topics will display on the listing
All created topics can be accessible to user through web app help desk module, user can interact with them, here is the detail of view it.
Organiser have the menu
against each created topics, where organiser have the different options, to manage the created topics, detail is given below of each given option.
- Edit
- Inactive/active
- Delete
- Edit:Enabling organiser to edit the name of created topics
- Inactive/active: Enabling organiser to hide or show the created topics to web app, if organiser want to hide temporarily, created topics organiser can inactive that topics from menu
- Delete: Enable organiser to delete the created topics permanently.
Asking questions
For users
Select a topic: Users click on the topic wish to inquire about.
Submit a question:
- Click on the “Ask a question” button within the topic.
- Enter your question in the provided field.
- Click “Submit” to send your question to the organiser.
Once the questions start submitting from users, organiser can see all the questions in the eventcenter help desk “overview” section. Every time a new question comes in, an email is also sent to the event support email address, which is inserted at the time of creating the event.
In eventcenter coming question will show like that:
On the help desk topics “overview” listing, organiser will found three different box, against each topics, which basically give the detail analytics to organiser about the engagements of users again each topics, each topic on listing consist of these sections:
- Topic name: Each help desk topics listing have their own title which is created by organiser in topics sub section, and users asked questions against that topics
- # of questions:Give analytics to organiser, that how much total number of questions asked against this topics
- New questions: Give analytics to organiser, that how much new number of questions asked against this topics, which are not read by organiser yet.
- Replied questions:Give analytics to organiser, that how much total number of replied givens by organiser against this topics
On overview screen of “help desk”in eventcenter, organiser can see a section of “Tools” and by clicking on tools drop down user will find a key feature of “Export”, which allows them to generate a comprehensive file containing essential information related to attendee questions. This feature is designed to streamline data management and analysis processes for event organizers.
And export file have following information, it seems like that:
In the eventcenter, you can choose to answer the questions asking by users through the app. There are different options available in the menu section, detail is given below:
Inbox
If organiser select “Inbox” from the menu option
Organiser will redirect on new screen, where organiser have multiple options available details are given below:
Detail of each available option is given below,and explain through numbering.
Available filters:
- All questions: Enable organiser to see the all questions asked by users against this topics.
- New questions: This filter enable organiser to see only “new questions” asked by users.
- Read questions:This filter enable organiser to see only “read questions” asked by users.
- Deleted:This filter enable organiser to see only “deleted questions” by organiser.
- Delegate only: It is also a filter, by clicking “delegate only” shows attendee who added with this number
The top right drop down shows the list of the topics against users asked questions, and organiser can also change the topics from the drop down list, it is quick way to navigate in between different topics.
Additionally on inbox screen, against selected question have menu, and in menu organiser have the following options:
- Mark unread:Enable organiser to mark unread to the selected question
- Delete:Enable organiser to delete the selected question.
In the inbox, organiser can write the answer to attendee directly, and the attendee will find the answer in the app. If you have activated the setting, then am email and/or pop up message will also be sent to the relevant attendee, to inform that a reply has been made.
After replying the question asked by attendee, organiser will click on “save” button and attendee will receive the reply which is given by organiser in app setting section called “help desk questions”.Below example is given how the attendee will find the reply to the question the organiser is given.
Users can also asked a counter questions as well, on the basis of given replies by organisers.
Moderator view
The “moderator view” in the “help desk” module provide organisers a powerful tool to manage and display incoming questions from attendees during events. Through this feature, organisers can showcase questions on projectors in real-time, enhancing audience engagement and facilitating seamless interaction.
By clicking on “moderator view” from the menu list user will redirect to moderator view screen, where organiser have numerous functionalities, let discuss each of them in detail:
Moderator View screen will look like this:
The moderator view screen feature is divided into two sections: “incoming” and “live,” each offering distinct functionalities based on the moderator setting.
Moderator setting
The moderator setting plays a pivotal role in determining how incoming questions are managed within the help desk module.
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Moderator on: When the moderator setting is enabled, all incoming questions are directed to the “Incoming” section. This allows administrators to review, accept, reject, or clone questions before they go live.
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Moderation off: When the moderator setting is disabled, incoming questions bypass the “incoming” section and are directly placed in the “live” section. Administrators can immediately make any question live without prior review.
Live section
In the “live” section, organisers manage questions that are currently active and visible to attendees. Key functionalities include:
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Live question management: Organisers can make questions live, ensuring that they are visible to attendees for engagement and discussion.
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Time limit: Each active question has a specified time limit for being displayed as live. Once the time limit expires, the question automatically moves to the archive.
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Archive management: Organisers can move questions from the archive back to the live section if necessary, providing flexibility in content management.
Tools section
The “Tools” section in the moderator view screen provides organisers with additional functionalities to streamline the management of the help desk session.
Following are the functionalities available in “Tools” drop down:
Projector listing
Only active questions, as determined by the time limit set by the organiser, are displayed on the projector listing screen. This streamlines the content presentation and keeps the audience engaged with the most relevant questions.
Copy projector listing url
By clicking on this option, organiser can copy the url of the projector listing, and directly access anywhere by calling this url.
Question on projector
“Question on projector” shows the all live section questions on the projector screen, and also active question will shows highlighted by default.
Copy question on projector url
By clicking on this option, organiser can copy the url of the question on projector , and directly access anywhere by calling this url.
Help desk module settings
Help desk module settings
Within the eventcenter , organisers have access to a comprehensive settings panel for the “help desk” module, allowing them to finely manage every aspect of the “help desk” experience. All settings are divided into multiple section, and each section have their own usage. Following are the section organiser have in settings:
Attendee details for projector
Attendee details for projector
In attendee details for projector a noteworthy feature called “sort fields”. Organiser can manage attendee profile representation on projector screen,by using this sort field settings.
The “sort fields” setting is part of attendee information management. It allows organisers to customise which attendee details are displayed alongside each question on the projector screen during the help desk Q&A session.
General settings
General settings
In the “general settings” section of the “help desk” module within eventcenter, organisers wield control over key parameters shaping the questioning and answering experience. Here’s a detailed overview of each setting:
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Enable answers: This setting enable organiser to give the permissions to give the answers of the questions. If this settings is “ON”, attendee can reply to questions from (settings ->Help desk questions).
- Countdown time: This setting will manage the “countdown time” on projector listing, whatever the organiser set time for active question, it will start showing on projector, and show till given time is not completed, if this setting is “off” then time will not show on projector screen, if “on” then it will show. Here is the example of it:
- Enable email to attendee: If organiser want to send email to attendee on his question reply, then he will on this setting, and whenever organiser answer to any question, an attendee will receive email from organiser, that his question is answered. Here an example is attached, where organiser give the answer of the attendee question and attendee get the mail from organiser.
- Enable moderator: This setting is used for enabling or disabling moderator toggle button in moderator view, if organiser want to “ON” it by default he will on this setting otherwise he can off it. And also user can do it manually in moderator view as well.
- Enable topic on projector: This setting enable organiser to show the topic name on projector screen, against which topic this active question asked by users. If this setting is “on” then topic name show only.
- Enable organiser info on projector: This setting is used for controlling the organiser info, if organiser want to show it on project he will enable it otherwise disable it.
- Enable archive questions on help desk listing: This setting is used for enabling the “Archive” tab in the help desk , ask a question history section, where attendee can see all the questions which are archived from organiser.
- Allow attendees to up vote: This setting is used for hide the up vote icon from the “Question on Projector” and ask a question section screen in web app, if organiser don’t want to give the right of vote he can hide this icon from setting.
- Enable attendee profile image on projector: This setting is used for showing the attendee profile on projector,if organiser don’t want to show the attendee image he can off this setting.
- Enable anonymous: This setting is used for showing the Send anonymous check box on “help desk” ask a question screen, if this setting is on then it will show otherwise this checkbox will not show on that screen.
- Enable questions listings on help desk detail page: This setting is used for enabling or disabling the history section from ask a question screen in web app, if organiser want to show the history section to attendees then he will enable it, otherwise disable it.
- Time for projector list refresh (In seconds): This setting is used for setting the time, after how many seconds projector screens will automatically reload and new changes will start displaying.
- Max. Time for projector list (In seconds): This is used for setting the time, how much time you needed to answer a question, selected time by organiser will start showing on projector screen
- Select background colour for questions on projector: Organiser can set the question background colour of the screen for displaying the questions on projector screen
- Font size: Organiser can set the font size of the question, by moving dot right or left, font size will auto adjust.
Select sort order for questions on projector
Select sort order for questions on projector
Select sort order for questions on projector
Organiser can set the order of the question, either he want to show default or he can show most liked question on top.
Select question projector template
Select question projector template
These templates are primarily utilised in the projector listing project display view. Organisers can select the desired template to showcase attendee questions and relevant information on projector screens during the event. This ensures a consistent and visually appealing presentation across all sessions and interactions.
By offering a variety of template options and customisation features, eventbuizz empowers organisers to create engaging and cohesive event experiences tailored to their audience and objectives.
Types of select question projector templates:
- Pre-defined business template: This template is tailored for a business-oriented setting. It includes predefined fields and layouts designed to suit corporate events or conferences. Organisers can easily utilise this template to display attendee questions and relevant information on projector screens.
- Pre-defined organic template: The organic template offers a more flexible and natural layout. It is suitable for events with a less formal or corporate atmosphere, such as workshops, seminars, or community gatherings. This template provides organisers with predefined fields and layouts optimised for organic and visually appealing presentations.
- Your own / create template: This option empowers users to design their own custom template from scratch. Organisers can define the layout, style, and content of the projector display according to their specific event requirements and branding preferences.
Common fields in each template:
Regardless of the template chosen, users have access to the following common dynamic fields, which they can easily activate by copying and pasting the corresponding function into the editor:
- Question: If this question field is used in template, then active question will show on projector
- Clock: Displays the time icon on the projector screen
- Attendee name: Name of the attendee who asked the active question.
- Department: Attendee’s department or affiliation.
- Organisation: Name of the organisation the attendee belongs to.
- Title: Title or position of the attendee.
- Company name: Name of the attendee’s company.
- Delegate number: Unique identifier for the attendee.
Features of Pre-defined templates
Pre-defined business:
In the Pre-defined business template, the editor automatically generates a layout that includes the event logo, a branding image, and a clock function. These elements are arranged horizontally and can be edited by the organiser to align with their branding and event theme. Here is the example projector screen will look like same as per selected template.
Pre-defined organic:
Similarly, the pre-defined organic template offers a layout with the event logo, a branding image, and a clock function, but these elements are arranged vertically. Organisers have the flexibility to customise these components to suit the aesthetics of their event. Here is the look of selected pre- defined organic template on projector listing screen.
BCC [e-mail for Help Desk]
BCC [e-mail for Help Desk]
The “help desk” module within our system facilitates seamless communication between attendees and organisers during events. One crucial aspect of this module is the email notification settings, By default, the organiser of the event receives the notification email on the designated event support email address, whenever attendee asked a question against any topic
BCC functionality: Organisers have the option to include additional email address(es) in the BCC field. If any email address is provided in the BCC field, a copy of the notification email will be sent to that address as well.
Different emails for different topics:
If the organiser wants to set up different BCC email addresses for various topics, then only the BCC email associated with the selected topic will receive a response when a question is asked about that topic.
BCC mail for all topics:
If the organiser selects all topics, then any questions related to any topic will be sent to the BCC email address associated with all topics.
Question listing
Question listing
The “question listing” section within our system empowers organisers to manage the visual aspects of question listings displayed on projectors during events. Organisers can exercise control over various elements such as question listing colour, speaker heading colour, and more. This documentation provides a comprehensive explanation of the available options within this section, allowing organisers to customise the appearance of question listings according to their preferences.
Available options:
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Attendee detail colour:
- Organisers can designate a colour for displaying attendee details alongside questions.
- Customising the attendee detail colour ensures that attendee information is displayed prominently and harmonies with the overall visual theme.
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Question text colour:
- This option enables organisers to set the colour for the text of each question.
- Customising the question text colour enhances readability and ensures that questions stand out effectively on the projector display.
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Speaker heading background colour:
- This option allows organisers to define the background colour for speaker headings.
- Choosing a suitable background colour enhances the prominence of speaker details, contributing to a well-organised question listing layout.
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Like icon colour:
- This option enables organisers to choose a colour for the like icon displayed next to each question.
- Customising the like icon colour enhances its visibility and attractiveness, facilitating attendee engagement.
- Like count colour:
- Organisers can select a colour for displaying the like count associated with each question.
- This allows for clear visibility and distinction of the like count against the background.
- Question box background colour :
- Organisers can select a colour for displaying the question box background colour.
- This allows for clear visibility and distinction of the box background colour.
Functionality overview:
- Selection: Organisers can individually select colours for each of the available options within the question listing section.
- Customisation: Colours chosen by organisers are applied to the respective elements of question listings, ensuring visual consistency and clarity during events.
Active question
Active question
The “active question” setting section serves as a vital component in our “help desk” settings, allowing organisers to manage the visual presentation of active questions on projectors during events. This section provides organisers with control over various aspects of the active question display, enabling customisation to suit specific event requirements. This section settings empowering organisers to tailor the appearance of the active question section according to their preferences.
Functionality overview:
Configuration: Organisers can individually customise each setting within the active question section according to their preferences.
Visual consistency: The selected colours are applied to the respective elements of the active question display, ensuring visual consistency and enhancing the overall event experience.
Labels
Labels
Within the “help desk” module of “eventbuizz”, organisers have access to a section called “labels”. This feature enables organisers to customise and manage the labels used throughout the “help desk” module screen dynamically. These labels are integral to the user interface and help convey information effectively to attendees.
Key Features:
- Dynamic label management: Organisers can set and update labels according to their specific event requirements. This dynamic functionality allows organisers to adapt the language and terminology used in the “help desk” module to align with the event’s theme, audience preferences, or organisational branding.
- Customisation options: Organisers have the flexibility to customise various labels used in the “help desk” module screen, including buttons, headers, prompts, and informational messages. This customisation capability ensures that the “help desk” interface reflects the organiser’s branding and communication style, enhancing the overall user experience.
- Real-time updates: Any changes made to the labels in the labels section are immediately reflected in the web app “help desk” module. This real-time synchronisation ensures that attendees and organisers always see the most up-to-date and accurate information, fostering seamless communication and interaction during the event.
Here is the example, how organiser will change the label from eventcenter, and it will update on real time in web app “help desk” module screens.
