Getting Started

• Quick Overview of Desk365
  • Quick 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
  • Understanding deleted and suspended contacts in Desk365
• Ticketing via Email
  • Configure custom support emails in Desk365
  • Setting up forwarding rules in Office 365
  • How to set up email forwarding from Gmail to Desk365
  • 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
  • Advanced email settings
• 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
  • How to upgrade or downgrade your Desk365 plan

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