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Configuring basic helpdesk settings in Desk365

Author: Siva Raman

It’s important to have a good understanding of the basic helpdesk settings that you need to configure in order to provide effective customer support.

In this help center article, we’ll take a look at the key settings that you need to configure in order to set up your helpdesk and start providing top-notch customer service.

Setting up basic helpdesk settings

To configure basic properties of your helpdesk, head to Settings > Admin > Helpdesk Settings. Here, you can customize settings such as your Helpdesk Name, Date Format, Header Buttons, Reopening closed tickets, and more.

configuring helpdesk settings in Desk365

Let’s take a look at them in detail below.

Helpdesk Name

The first step in configuring your helpdesk is to set up the name that will be displayed to your customers. This should be a name that is easy to remember and that accurately reflects the nature of your business.

This is the name that will be shown to your users in the Support Portal and the Teams Support Bot.

Helpdesk settings

Next Ticket Number

Another important setting that you need to configure is your next ticket number. This is the number that will be assigned to the next customer support ticket that you receive.

Also when you are moving to Desk365 from a different helpdesk provider, you can use this to make sure your contacts see continuity in the ticket numbers.

Helpdesk settings

Choose Language

You can select your preferred language you would like to use in the Desk365 Teams Support Bot. Once you’ve changed the language, simply issue the ‘reset’ command to the bot to apply the new language settings.

This help center article explains in detail on how to change the language in the Desk365 Teams Support Bot.

Helpdesk settings

Date Format

You have the option to select your preferred date format for use throughout the helpdesk from this setting.

Helpdesk settings

Choose buttons for header

You have the option to include a maximum of three new buttons in the header, each linked to a URL of your choice. If you wish to add new buttons beyond this limit, you will need to deactivate existing buttons to create space for the new ones.

This is useful when you want to link to content that is outside of Desk365, like taking your customers to google, your website or anywhere else as per your wish.

Helpdesk settings

Helpdesk Access

You have the ability to determine the level of access you wish to grant for your help desk. You have two options to choose from:

Users from any domain: All users will be able to access your help desk with no restrictions on who can create tickets, use the Support Bot, or sign up for an account in the Support Portal.

Users from Allowed Domains only: Only users from Allowed Domains can access your help desk. This means that emails sent from other domains will be rejected and a notification will be sent to those users.

helpdesk access

You can also notify the senders when emails from non allowed domains are rejected.

helpdesk settings

Additionally, Teams Support Bot and the Support Portal can only be accessed by users from Allowed Domains. This option is particularly useful if you want to block certain domains, such as your own backup services or other companies that you do not want to create tickets.

Remove reCAPTCHA

reCAPTCHA is employed to verify that actual users, rather than automated bots, are attempting to access your Agent Portal. If you wish to eliminate it from your Sign In page, you can achieve this by selecting the corresponding checkbox.

Helpdesk settings

Original Sender As Contact

When an agent sends an email from their mailbox to the helpdesk by forwarding it, a ticket will be created with the original sender as the contact. Please be aware that this functionality is applicable exclusively to emails forwarded as .eml attachments. If this option is left unchecked, the ticket will be created with the agent as the contact.

Learn more in detail about this feature with the help of this help center article.

Helpdesk settings

Reopening closed tickets

You have the option to determine what should occur when a contact responds to a ticket that is in the ‘Closed’ status using this setting.

Helpdesk settings

Remove Desk365 Branding

You can eliminate the Desk365 branding from all channels displaying ‘Powered by Desk365’ by simply checking the box in this setting.

Finally, click on ‘Save’ to save all your changes.

Configuring your helpdesk settings is an important part of providing effective customer support. By following the tips outlined in this article, you can ensure that your helpdesk is set up to provide high-quality support to your customers. 

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