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Adding & Managing Help Desks

All the step to adding a help desk for your employees queries

Shoshana Fleischmann avatar
Written by Shoshana Fleischmann
Updated this week

The Help Desk is an internal ticketing system that ensures seamless daily operations by allowing employees to send queries for different topics to the right personnel, who can give the answers they are looking for fast, whether in the office or out in the field. In this article, we will go over all the steps to set up your first help desk and every desk afterward and how to manage your multiple help desks.

How to Add a Help Desk

To begin Navigate to the Help Desk Feature on the left sidebar. Then navigate to the manage desks tab. Here, you'll be able to see all the desks you have set up and create new ones. To add a desk follow these steps:

  1. Click on Add Desk in the upper right-hand corner

  2. Give the desk a name, for example, Finance, IT, HR, etc; and add a description if needed.

  3. Next, assign the representatives. These are the employees who are responsible for answering users' messages to this desk. Note that to be a representative you must be an Admin or Owner on the platform.

  4. Assign the desk to your employees. This means deciding who will be able to open messages for this desk. Here you ahve three options: Smart Groups, Selected Users, or, Smart Groups & Selected Users.

  5. Review the Summary, and select Next. Now you've published your desk.

In the example below, you can see I added an IT desk, I assigned two representatives Myself and Derek and I assigned it to all user's smart groups.

How to Manage Your Help Desks

Managing help desks can be done from the manage desk tab. Here you can see all the desks you have set up. For each desk, you'll be able to see the number of reps and who they are, which employees each desk is assigned to, and the number of conversations per desk. You can also see when the desk was created and by who, as well as if the desk is active or deactivated.

If you need to make changes to a desk, you can click on the three dots displayed below. Here you'll have the option to access the desk settings, edit the assignments, reactive the desk, or delete it.

💡Tip: Remember if you delete a desk this is a permeate action and you will no longer have access to that desk message history.

Want to learn more about the Help Desk Feature? Check out some of our additional resources below:

Need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) replies to ANY question.

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