Getting Started

• Quick overview of Desk365
  • 9 minute demo of Desk365
  • Configuring basic helpdesk settings in Desk365
  • Create your first ticket with Desk365
• Setting up support channels
  • Creating a ticket via email
  • Creating a ticket via Support Bot
  • Creating a new ticket from the Agent Portal
  • Creating a ticket via Support Portal
  • Creating a ticket via Web Forms/Web Widgets
• Configuring your support team
  • Adding new support agents in Desk365
  • Adding agents to the correct group
  • Using Desk365 for multiple groups
  • Setting up custom roles
  • Automating Ticket Assignment with Round Robin
  • Understanding the Load-aware Round Robin Ticket Assignment
• Bringing in your contacts to Desk365
  • Understanding the Accounts tab
  • Creating companies and contacts
  • Create contacts with multiple emails
  • Import Contacts and Companies to Desk365
  • Share Tickets with Specific Contacts Using the “Share To” Feature
• Ticketing via email
  • Configure custom support emails in Desk365
  • Setting up forwarding rules in Office 365
  • Email domain verification using DKIM
  • Troubleshoot the DKIM Unverified Status
  • Using original sender as Ticket Requester in Agent forwarded emails
  • Email Domain Verification using SPF
  • Troubleshoot the SPF Unverified Status
  • How to Whitelist Support Emails?
  • Troubleshooting Email Bounces
• Ticketing via Teams
  • Support Bot – Setup guide
  • Using app setup policies to pin and auto-install Support Bot in Teams
  • Support Bot commands in Teams
  • Creating a ticket via Support Bot
  • Agent Bot – Setup guide
  • Agent Bot commands in Teams
  • Using original Contact as Ticket Requester in Teams
• Setting up your Customer Support Portal
  • Configuring your Customer Support Portal in Desk365
  • Logging into the Support Portal
  • Creating a ticket via Support Portal
  • Setting Up a Custom Domain for your Desk365 Support Portal
• Understanding ticket forms and fields
  • Understanding ticket statuses in Desk365
  • Adding custom ticket types in Desk365
  • Customizing the Create Ticket form in Desk365
  • Creating custom ticket forms in Desk365
  • Using Dropdown with Sections field in your ticket form
  • Using Nested Dropdowns in your ticket form
  • Using Read Only Text field in Desk365
• Payments
  • Configuring ACH Payment Methods for Your Desk365 Account

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