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We’re here for you. Find articles, help, and advice for getting the most out of Admin

Navigating the Admin Console

Overview When you log in to the Admin Panel, you have access to powerful tools to configure your system for optimal customer support. This article helps navigate the Admin Desktop guide fo...

Setting up Chat

Overview The Chat Channel is enabled by default. Visitors to your support site have the option to click a link to start a chat session with your agent. Enable or disable the chat feature Fr...

Using Apps

Overview This article will show you how to integrate with all the applications in Apps. Integrate with other applications for communication, marketing, and project management. ...

Managing your Team With Groups

Creating and Using Groups Use groups to organize team members into teams based on subject matter expertise. Agents can belong to multiple groups, and you can use groups to provide or limit filters ...

Adding Facebook as a Channel

Overview Connect a Facebook page to create cases from Facebook Messages, Wall Posts, and Comments. Note: Importing comments from Facebook Groups and Sponsored Ads is not currently supported. P...

Add Users

Overview Easily add Users (agents and admins) in the Admin, where you can view how many licenses you have available and how many you've used. Prerequisites You need Administrative Manager ...

Parsing Emails with Regular Expressions

This article reviews the basic and common uses of Regular Expressions and has some examples to demonstrate its power. Please continue reading the below to learn more. In Desk, we can use email rules...

Customer Satisfaction (CSat)

​Overview of CSat Customer Satisfaction (CSat) is the customer service rating feature from CSat allows customers to rate their support experience. You can set a question for customers to an...

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