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
  • How to Delete Contacts in Desk365
• 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
  • Managing the Priority Field in Ticket Forms
• Payments
  • Configuring ACH Payment Methods for your Desk365 Account

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