Single Team Setup Guide

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​This guide walks you through how to configure for a single team. Within this guide, there are links to other articles that show specific steps and offer more information to customize your setup to best fit your organization.

In this guide

Managing Your Support Team

Agents are your customer support reps. Within, you can add Agents, define their permission levels, and organize them into groups. For this setup, the permission levels are for Agent and Administrator.

Agents and Administrators play the biggest role in your support teams

An Agent does the day-to-day support such as responding to Cases. A Administrator defines roles and privileges, creates Filters, and manages the Support Center.

What are Groups?

Admin Panel > Team > Groups

You can organize team members into Groups within to classify Agents how you see fit. Groups allow you to incorporate workflows that take actions on multiple Agents at once. Let's say for example you want your frontline support to handle all "lost password" Cases. You will create a Group called "Frontline" and add your frontline support Agents as members. You can have a setup where all Cases created and labeled with "lost password" or contain the keywords "lost password" will be designated to the entire frontline support Group. For this setup, we won’t be adding any additional groups because there are already default groups in for you. Make sure to add your Agents to these groups.

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Support Channel Cheat Sheet

You can add different channels such as Email, Facebook, and Twitter to Once connected, you can track interactions from these Channels as Cases in


Admin Panel > ChannelsEmail​ > Inbound Mailbox 

Easily add existing mailboxes to and turn your emails into Cases. comes with a dedicated email address and mailbox. It has the domain but you can change that to your domain. Emails sent to this address will create Cases and you can reply using this address. You can add both your and directly to, or you can set up forwarding on these mailboxes to direct all mail to This is how we will set up your mailboxes for this guide.

Desk mail makes setting up your Email Channel easy. See all your options for incorporating email:

Question and Answer

Admin PanelChannelsSupport Center > Advanced Settings

Having a public Community Q&A can help your customers find what they’re looking for and search for answers that are a lot more granular than things you would maintain in your knowledge base. Best of all, it’s a huge time saver for your Agents. The Community Q&A is enabled by default, but you can disable it by toggling the “Question & Answers” option to “Off.”


Admin PanelChannelsFacebook

Connect your Facebook to to create Cases from new messages, wall posts, and comments. This gives Agents the ability to respond to all wall posts and direct messages via the Agent Desktop. With, Agents can easily see a customer’s Facebook post along with their other Cases in the customer’s history.


Admin PanelChannelsTwitter

Connect your Twitter to to turn your tweets into Cases. Customer tweets will also be in their history so Agents can better understand the full context of an issue when replying. This gives Agents the ability to track all incoming and outgoing tweets directly from their support site.


1. Worried about non-support tweets overflowing your support queue? Set up your Twitter Searches to automatically search for tweets that you want to create Cases for.

2. Want your customers to see tweets in your Help Center? See Adding your Twitter Feed to your Support Center.


Admin PanelChannelsPhone

Track your phone conversations in and add them to your customer’s Case history.

Pro-tip:  Have a voicemail system that can send an email? Send those emails to your connected mailbox to create Cases that your Agents can follow up on.


Admin Panel > Channels > Chat

The Chat Channel lets your customers start a live chat session with your Agents.


1. Create alerts for your Chat Cases so that they get immediate attention from Agents and don't sit in your support queue waiting to be opened. Click here to set up routing and alerts for your Chat Cases.

2. If Agents are unavailable, redirect a wait chat session to an email form Click here to learn how to set this up.

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Labels: Categorize Your Cases

Admin Panel Cases > Labels

Labels are a great way to tag Cases with important information. Labels are used to:

  1. Visually Identify Cases in the Filter View - Visually tag your Cases (e.g. “72 - Aging Case” and “FAQ Candidate”) based on what matters the most to your Agents.

Pro-tip: Stay more organized by setting colors for your different Labels. A good example of this is an Aging Case Label. When a Case is not responded to quickly by an Agent, you can set up some automation to add this Label. We will set this up later in the guide.

  1. Use Labels in Filters and Rules to Identify Specific Cases - Automatically add Labels to Cases to make them stand out. Here is an example Rule that adds a Label to a Case if it has not been updated in 48 hours. We will talk more about setting up Rules to automate your workflow later in this guide.

View Label Reports

With Business Insights you can easily track the performance of your customer support teams right down to the individual Agent. For example, you can Filter your reports by Channel to view Case volume or analyze Actives Cases by Age.

Recommended Labels

Now that you know how Labels work, let’s build out the ones you’re going to need:

  1. 48 - Aging Case - If a Case has not been updated in 48 hours and is still Open, then this Label will automatically be added and visible to Agents looking at their Cases. In a later section, we’ll show you how to create the Rule “Aging Cases Notification” which will send your Agents an email.

  1. 72 - Aging Case - The “Aging Cases Notification and Timeout” Rule will automatically add this Label. Don’t worry — we’ll set this Rule up soon.

  1. FAQ Candidate - If an Agent notices that a number of customers are having the same issue, they can add the “FAQ Candidate” Label. An article that answers this commonly asked question can later be added to the Support Center.

Pro-tip: Review your “FAQ Candidate” Labels weekly as a support team and prioritize what content to add or update. This will help you identify new content to add to your Support Center.

  1. Category Required: Categorizing your Cases is a great way to keep track of the types of Cases that are causing the most issues. However, this is only effective if your Agents remember to update the Case with the correct category. If an Agent forgets and tries to resolve a Case, the rule will disallow it until the Agent updates the Case with a category.

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Custom Fields: Add Custom Information

​Unlike Labels, Custom Fields are best suited for information storage. You have the ability to add custom fields to Cases, Customers, and Companies. To create a custom field for each level go to the following locations:

  • Case: Admin Panel > Cases > Cases > Custom Fields
  • Customer: Admin Panel > Cases > Customer > Custom Fields
  • Company: Admin Panel > Cases  Company > Custom Fields

Recommended Custom Fields

  1. A Case Custom Field to Record the Category

Pro-tip: Your categories should be broad enough to have several Cases in them, but specific enough to give you insight into relevant trends. For example you may have a category named “Education”. When you see a spike in “Education” Cases then you know you need to update your Help Center documentation.

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Notifications: Set Real-Time Alerts

Notifications are emails that are sent based on an automated Rule. For example say an Agent assigns a Case to another Agent because they need help answering it. You can have a notification sent to this Agent to let them know to log into and help out.

When creating a new Notification you'll need to include who to send it to. By default there is some code in the "To" field but don't worry - you don't have to be in IT or a programmer to setup However, it is important to know who these Notifications are sent to so let's break down this code. uses a templating language called Liquid to provide access to the data within your support site.

The Code

Here’s the default code in the “To” field of the Notification: {% if case.user %}{{}}{% elsif %}{{}}{% else %}{{site.admin_emails}}{% endif %}

What this does is first check to see if there is an assigned Agent. If there is an Assigned Agent the Notification will be sent just to the Agent. If there is not an assigned Agent it checks to see if there is an assigned Group. If there is an assigned group the Notification will be sent to everyone in the group. If there is not an assigned Agent or an assigned group then the Notification will be sent to the site Admins.

Recommended Notifications

To build out your Notification Themes, go to: Admin > Cases > Notifications  
Later, we’ll show you how to use Rules to automatically send these out:

  1. 48 Hour Aging Case: This Notification will be sent to the assigned Agent if a Case is not responded to in 48 hours. Set the subject to: 48 - Aging Case: #{{}}

  1. 72 Hour Aging Case - This Notification will be sent to everyone in the group, not just the assigned Agent. That way if a Case has gone 72 hours without being updated, everyone in the group will be notified. In order to make sure this Notification is sent to the group we have to modify the “To” address of this theme.

The Code

Use this code in the "To" fields:
{% if %}{{}}{% else %}{{site.admin_emails}}{% endif %}

Set the Subject to: 72 - Aging Case: #{{}}

  1. Assignment Notification - This Notification will be sent to one Agent when another Agent assigns a Case to them. Set the Subject to: Assignment Notification - Case #{{}}

  1. New Interaction Notification - This Notification will be sent to the assigned Agent when a customer replies to their Case. We recommend this only if your Agents will be part-time to remind them to login to and respond to the customer. Full-time Agents do not need this Notification otherwise they will receive too many Notifications. Set the Subject to: New Interaction Notification - Case #{{}}

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Filters: Customize your View

Admin PanelCases > Filters

Filters help Agents organize their work. Think of them as work “queues” for different teams or groups. Your site comes with several default Filters.

Filters consist of two main parts, “All Conditions” and “Any Conditions”. For a Case to appear in a Filter it has to meet the criteria for every "All Condition" and at least one "Any Condition".

Recommended Filters

Now that you know how Filters work, let’s build out the ones you’re going to need:

  1. Group’s Queue - This is a “dynamic” Filter that will show all New, Open and Pending Cases assigned to your group but not assigned to an Agent. These are Cases that an Agent needs to work on but are not yet claimed by any Agent in the group. This will also be the primary Filter that your Agents will be using.

  1. My Queue - This is a personalized Filter for each Agent. Think of it almost like an inbox that shows all Cases assigned to that Agent. When an Agent responds to a customer the Case will be assigned to them. If the Customer replies back it will re-open the Case and show up in this Filter for the Agent to then respond back. This is the second Filter that your Agents will be using.

  1. All Cases - This Filter will show all Cases in When sorted with the most recently updated Case at the top, Agents can easily go back to the Case they just worked on.

  1. Outbox - This Filter will show all Cases in the process of sending or that failed to send. Use this Filter as an early warning system to identify if you are having trouble sending replies.

  1. Chat - We only need to create this Filter if you are using Chat. Take a look at our Case routing feature to make sure that Chat Cases are responded to quickly by Agents.

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Rules: Automate Your Support

​Admin PanelCases > Rules

Rules are the automated part of your workflow.You set them up once rather than performing repeated actions over and over. Rules are based on some type of action taking place in the Case. Here’s a breakdown of the different types of Rules in

  1. Inbound Interaction - This runs when an interaction comes into It could be an email from a client, a tweet, a reply, etc.
  2. Outbound Interaction - This runs when something is outgoing from, such as replying to a customer.
  3. Case Created - These run when a new case is created.
  4. Case Opened - These run when a case status changes from New to Opened.
  5. Case Reopened - These run when a case status is changed from Pending or Resolved to Open.
  6. Case Updated - These run whenever there is any update to the case.
  7. Case Pending - These run when a case status is changed to Pending.
  8. Case Resolved - These run when a case status is changed to Resolved.
  9. Case Closed - These run when a case status is changed to Closed.
  10. Time Rule - These run every 15 minutes and are based on time intervals. So, for example, you can have a case status change to Closed 3 days (72 hours) after it’s set to Resolved.

Rules run in the order that they’re displayed. Follow this link to learn more about setting up Rules in the Admin Panel.

Recommended Rules

Now that you know how Rules work, let’s build out the ones you’re going to need:

  1. Re-open Pending or Resolved Cases (Inbound Interaction) - This Rule will set the status of a Case back to Open if a customer replies. The Case will then go back into the Agent’s Filter so they know that the customer has more questions.

  1. Auto Assign to "General" Group (Inbound Interaction) - This Rule will assign New Cases to the “General” group for those Agents to work on.

  1. New Interaction Notification (Inbound Interaction) - This Rule will send a Notification to the assigned Agent when a customer replies. We only recommend that you create this Rule if your Agents are using part-time.

  1. Assignment Notification (Case Updated) - This Rule will send a Notification when an Agent assigns a Case to another.

  1. Require Category (Case Resolved) - This Rule will not allow your Agents to resolve a Case unless a category is selected. Once an Agent selects a category they will be able to Resolve the Case.

  1. Remove Category Label (Case Resolved) - This Rule will automatically remove the Label “Category Required” once the Agent selects a category and resolves the Case.

  1. Aging Cases Notification - 48 Hour (Time Rule) - This Rule will send a Notification and add a Label to a Case if it goes 48 hours without being updated.

  1. Aging Cases Notification and Timeout (Time Rule) - The purpose of this Rule is to notify the entire group if a Case has not been responded to in 72 hours. The Rule will also unassign it from an Agent so that it goes back into the group Filter for anyone to respond to.

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Congratulations! You made it through the Single Team Setup Guide to! Now you are ready to start providing some awesome support to your customers.

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