Welcome to Desk365! Desk365 is a cloud-based helpdesk software designed to streamline customer support across multiple channels such as email, Teams, support portals, web forms, and web widgets. Whether you’re a small business or a large enterprise, Desk365 provides your support teams with the tools needed to deliver outstanding customer service.
This 9 minute demo of Desk365 will walk you through the essential setup steps to get started, ensuring you can efficiently manage customer requests and deliver excellent support experience.
Home tab dashboard
The home tab dashboard is your starting point in Desk365, offering a complete overview of your support activity. Here, you can quickly track ticket volumes and get insights into team performance.
For more details, visit our Home tab dashboard guide.
Setting up departments
Desk365 allows you to organize your support teams into departments or groups. Each department or group can have its own identity, ticket management, and agent access.
For more details refer to our article Using Desk365 for multiple groups
Defining business hours
Setting up your organization’s business hours is crucial for managing ticket response times and ensuring Service Level Agreements (SLAs) are met. Desk365 automatically tracks when agents are available and calculates due times accordingly.
For more details refer to our articles:
Setting up communication channels
Desk365 supports a variety of communication channels, making it easy for customers to reach you. Start by configuring your email, support portal, web form and web widgets, and Microsoft Teams.
Customizing ticket fields and forms
Customizing your ticket forms in Desk365 allows you to capture the information that is most relevant to your support process. Desk365 supports custom ticket fields, such as dropdown menus, nested sections, and read-only text fields.
Managing users, roles, and permissions
Before adding your support agents to Desk365, define user roles and permissions to control what each agent can access. By configuring profiles and data-sharing rules, you can ensure data security and maintain compliance with internal policies.
Read in detail about Setting up custom roles
Setting up notifications
Stay on top of your support tasks by configuring notifications for both agents and customers. Desk365’s notification rules ensure that no ticket or customer query goes unanswered.
For more information, see Configuring notifications in Desk365.
Automating ticket assignment
Automating ticket assignment ensures that customer queries are routed to the right agent without delay. Desk365 offers round-robin assignment and automations to configure workflow rules to streamline the process.
For detailed information see How to configure workflow rules
Rebranding your Desk365 account
To align Desk365 with your company’s identity, you can customize the platform by adding your company’s logo, setting a unique portal name, and mapping your domain to Desk365’s support portal. Desk365 allows for multi-branding, enabling different help centers for distinct brands or product lines within your organization.
Importing your contacts and data
Desk365 allows you to import support tickets, contacts and companies into your helpdesk system. This step is crucial if you’re migrating from another helpdesk solution.
Setting up your knowledge base
A well-organized knowledge base allows your customers to find answers to common questions without needing to submit a ticket. Desk365 provides customizable options for setting up self-service articles.
Learn more at Building your knowledge base in Desk365.
Reporting and analytics
Desk365 comes equipped with powerful reporting tools to help you monitor your support team’s performance. Use built-in reports to track ticket trends, agent productivity, and customer satisfaction.
Next steps
Once you’ve completed these setup steps, your Desk365 account will be fully operational, and you can begin delivering efficient customer support. There’s much more to explore within Desk365, including advanced automation, integrations with third-party apps, and comprehensive security features.
Start by familiarizing your agents with the agent portal and leverage Desk365’s robust tools to enhance your customer support workflows.
Desk365 offers a full range of features to support both agents and customers, including omnichannel support, customizable workflows, and detailed reporting. By setting up these essential components, your helpdesk will be ready to manage customer inquiries and provide high-quality support right from day one.
