Setup Guide

Last Updated -


The purpose of this guide is to provide the necessary resources to build a multi-team configuration utilizing important features. Each section walks you through a topic and how to set up specific components. We're using an example setup for an organization consisting of Support and Sales teams. Within the guide, there are links to other articles that show specific steps and offer more information to customize your setup to best fit your organization and workflows. After completing the steps in this guide, you will have a fully functioning customer service setup with

In this guide

Section 1: Setting up your Team

A team consists of Users and Groups. With Users, there are different roles. And you can place these Users within Groups.

Agents, Managers and Administrators

Agents, Managers and Administrators are the types of Users. There are variations of each of these Users with varying levels of permissions. You can add Agents, define their permissions and organize them into Groups.

Add Agents

Agents are the support representatives who handle Cases. You should familiarize yourself with Agent Permission Levels, then add your Agents by following the instructions in How to Add your Agents.

Add Managers and Administrators

Managers and Administrators are Users with additional privileges to manage and customize Some of their abilities include:
  • Adding Agents and defining their privileges
  • Creating Groups, Filters and workflows
  • Creating and managing the Support Center


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.

Administrators can create multiple Groups within and Agents can belong to multiple Groups. See Managing your Team with Groups and create your Groups before proceeding to the next section.

back to top

Section 2: Incorporating Channels


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

Email Channel

Admin PanelChannelsEmailInbound 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 You can even set up Inbound and Outbound Address Filters. 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:​

Phone Channel offers the ability to easily create Cases from your phone calls with customers. See Tracking Phone Cases to see how to capture information and call history gathered from phone calls into Cases.

Support Center

The Support Center is where you can provide your customers with help through multiple channels such as articles, community support, and chat.

Question and Answer

A Community Q&A helps your customers search for answers with more granular than topics you typically maintain in your knowledge base. The Community Q&A is enabled by default, but you can disable it by toggling the "Questions & Answers" option to "Off". For instructions to configure your Community Q&A, see Managing Questions & Answers.



The Chat Channel allows customers to start a live chat session with your Agents. Chat is enabled by default and is customizable. See Chatting with your Customer to learn how to customize Chat.

Using Chat as an Agent

The most straightforward way to incorporate chat is to use it without routing enabled. With routing enabled, a customer starts a chat and a Case is created. The Case enters the queue where an Agent can open it and enter the chat like a normal Case. With routing enabled, a popup appears in the Agent panel where they can respond to the chat. Routing allows to intelligently route chats toward certain Agents based on settings such as priority and availability. See Using Chat as an Agent to learn more about configuring the Agent experience with chat.


  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. See Setting up Routing and Alerts for Chat Cases to set up routing and alerts for Chat.
  2. If Agents are unavailable, redirect a wait chat session to an email form. See Redirecting a waiting chat session to the email form to set this up.

Twitter Channel

Twitter is a popular choice for receiving support by many customers. Connect your Twitter account to to track Tweets as Cases. Customer Tweets and Agent Tweets are included in the Case History so Agents can better understand the full context of an issue. This gives Agents the ability to track all incoming and outgoing Tweets directly from their Agent desktop. See Setting up Twitter as a Channel and follow the steps to connect your Twitter account to

Facebook Channel

Connect your Facebook page to and create Cases from 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. See Connect your Facebook to and follow the steps to connect your Facebook account to​

​Section 3: Labels Labels provide an easy way to categorize, Filter, and automate workflows. For exhaustive information on Labels, see Create and Use Labels. We will also walk you through using Labels throughout this guide.

Use Labels 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 that 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. You can Filter your reports by Label to view metrics for a specific set of Cases. For example you can see how many Aging Cases there were this week.

Recommended Labels

Now that you know how Labels work, let's create some important ones:
  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 an "Aging Cases Notification" Rule which will send your Agents an email.
  1. 72 - Aging Case - The "Aging Cases Notification and Timeout" Rule will automatically add this Label. We will set this Rule up a little later.
  1. FAQ Candidate - If an Agent notices that different customers are having the same issue, they add the "FAQ Candidate" Label to prioritize which issues need articles.
  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 tries to resolve a Case without a category, it will not Resolve and show that a category is required in order to do so.

back to top

Section 4: Filters

Filters help Agents organize their work. Think of them as "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 of every "All Condition" and at least one "Any Condition."

Recommended Filters

  1. Group's Queue - This is a "dynamic" Filter that shows all New, Open and Pending Cases assigned to your Group but not yet 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 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, it will re-open the Case and show up in this Filter for the Agent to respond back. This is an important Filter for Agents to view the active Cases they're working on.
  1. Support Queue - Much like the Group Queue but specific to Support, this Filter shows all New, Open and Pending Cases assigned to your Support Group but not yet assigned to an Agent. These are Cases that a Support Agent needs to work on but are not yet claimed by any Agent in the Group. Notice how the permission is set to the Support Group. This allows only the members of this Group to view this Filter. The purpose of this queue is to have insight into how many new and unassigned Cases there are for the entire Group.
  1. Sales Queue - Like the Support queue setup, this Sales Queue Filter shows all New, Open and Pending Cases assigned to your Sales Group but not yet assigned to an Agent. These are Cases that a Sales Agent needs to work on but are not yet claimed by any Agent in the Group. And the Permission to the Filter is set only for the Sales Group, which is particular helpful to funnel sales or account-related Cases only to the desired Agents. The purpose of this queue is to have insight into how many new and unassigned Cases there for the entire Group.
  1. All Cases - This Filter shows all Cases in This is useful to view any Case in any state.
  1. Outbox - This Filter shows all Cases in the process of sending or that failed to send. Use this Filter as an early warning system to identify if you're having trouble sending replies.
  1. Chat - This Filter is applicable only if you're using Chat. Take a look at our Case routing feature to make sure that Agents quickly respond to Chat Cases.

back to top

Section 5: Custom Fields

Custom Fields allow you to capture specific information from your customers such as the reason for the customer's inquiry or the location of the customer. You can create a Custom Field for Case, Customer, and Company. Here's where:
  • Case: Admin Panel > Cases > Cases > Custom Fields
  • Customer: Admin  Panel > Cases > Customer > Custom Fields
  • Company: Admin Panel > Cases > Company > Custom Fields

Recommended Custom Field

This is a Case Custom Field to record the Category (Admin > Cases > Custom Fields > Add Field)

​If you're incorporating Custom Fields, make sure to see Custom Fields for Case and Customer to learn how to configure them.
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.

back to top

​Section 6: Notifications

​ Notifications are real-time email alerts commonly used for internal use. You can configure notifications for all Rules as opposed to Auto-Acknowledgements which are only configurable for Inbound Interaction Rules. Notifications are traditionally used to notify others within the organization that a Case was assigned to them.

Default Code uses a templating language called Liquid to provide access to the data within your support site. The default code in the “To” field of a Notification Theme checks to see if there is an assigned Agent. If there is an assigned Agent, the Notification just sends 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 sends to everyone in the Group. If there is not an assigned Agent or Group, the Notification sends to the site Admins.

Recommended Notifications

First, you must build your Notification Themes. Then you can use Rules to automatically send Notifications.
  1. 48 Hour Aging Case - This Notification sends 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 sends to everyone in the Group, not just the assigned Agent. In order to make sure this Notification is sent to the Group, we have to modify the “To” address of this theme:
  • 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 sends to one Agent when another Agent assigns a Case to them. Set the Subject to "Assignment Notification - Case #{{}}"

  1. New Interaction Notification - This Notification sends to the assigned Agent when a customer replies to their Case. We recommend this only if your Agents are 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 #{{}}"

You can also learn how to create a custom Notification Theme.

back to top

Section 7: Rules

Rules are the automation components of your workflow. A Rule depends on action(s) taking place in a Case.

Recommended Rules

  1. Re-open Pending or Resolved Cases (Inbound Interaction) - This Rule sets the status of a Pending or Resolved Case to Open if a customer replies. The Case then goes back into the Agent's Filter so they know the customer replied.
  1. Auto-assign to "General" Group (Inbound Interaction) - This Rule assigns New Cases to the "General" Group.
  1. New Interaction Notification (Inbound Interaction) - This Rule sends a Notification to the assigned Agent when a customer replies. We recommend you create this Rule only if your Agents are using part-time.
  1. Assignment Notification (Case Updated) - This Rule sends a Notification when an Agent re-assigns a Case to another Agent.
  1. Require Category (Case Resolved) - This Rule does not allow your Agents to resolve a Case unless a category is selected. Once an Agent selects a category, they are allowed to Resolve the Case.
  1. Remove Category Label (Case Resolved) - This Rule automatically removes the Label "Category Required" once the Agent selects a category and resolves the Case.
  1. Aging Cases Notification - 48 Hour (Time Rule) - This Rule sends a Notification and adds 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 hasn't been responded to in 72 hours. The Rule also unassigns it from an Agent so that it goes back into the Group Filter for anyone to respond.

To learn about advanced Rules, see Advanced Rule Concepts.


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

Related Articles