Getting started with Inai Response

1Sign in for the first time

Start by checking that you can reach your workspace.

1. Open the sign-in link you received from your administrator or the inaivia team.
2. Enter your Email and Password, then select Sign in. If your company uses single sign-on, select Sign in with SSO (SAML).
3. Administrators can open the admin area to see the Command Center. Agents work from the Tickets queue.

2Set up your support rules

You will find these in the admin area. They decide how tickets are handled.

1. In Branding, add your company's look.
2. In SLA, set your response and resolution targets for each priority, and your business hours.
3. In Priority matrix, check how impact and urgency set priorities P1 to P4.
4. In Master data and Custom fields, add the categories and fields your team needs.
5. In Workflow, review the ticket statuses and when the SLA clock pauses.
6. In Escalation, define the tiers tickets move through, such as L1, L2 and L3.

3Add your team

Create teams first, so tickets have somewhere to go.

1. In Teams, create a team for each group that handles tickets.
2. In Users, add your agents, customer contacts and their companies.
3. In Roles, check the access for each role, such as Support Agent (L1), Senior Support (L2), Team Lead and Support Manager.
4. If you use single sign-on, set it up in SSO. SCIM can add and remove users automatically.

4Start receiving requests

Bring in what you already have, then open your channels.

1. Use Import to bring in your existing data.
2. In Assets, select CSV import to load your laptops, servers and software.
3. In Inbound email, select Connect Microsoft 365 to turn support emails into tickets.
4. In Widget, copy the embed code to add support chat to your website.
5. In Service catalog, add the services people can request.
6. Raise a test ticket and check that it reaches the right team with the right SLA.

Tip: Connect your mailbox last. Once it is connected, new emails become tickets, so make sure your teams and rules are ready.