Skip to main content

Setting up the desk

These pages are for admins: how to set up the desk for your organization, its channels and its workflow.

Settings are under the menu under your name, bottom left → Settings, which switches the sidebar to grouped settings. The groups below match the sidebar; agents only see Your account and Workspace there.

Your organization​

  • Organization: organizations and units, case prefixes, and what each unit decides.
  • Users: inviting people, their units and roles, countries, two-factor and passwords.
  • Teams: groups of people with the same units and roles, and team queues.
  • Roles: what each built-in role allows, your own roles, and who may give which role where.
  • Brands: logos, colours, sender address, email footer, links and signatures.
  • Data properties: your own fields on accounts, contacts, cases and incidents.
  • Who may see what: units, and who may work on cases: by country, team or person.
  • Agreements: the templates for DPAs, NDAs and other agreements with accounts.
  • Personal data requests: exporting and deleting a contact's data (GDPR), tombstones and legal hold.

Channels​

  • Forms: request forms on your own website or hosted by the desk.
  • Portals: help pages where requesters pick what they need and follow their requests.
  • IP allowlists: the server addresses that server-mode forms accept requests from.
  • Email replies: requesters answer by email; the reply arrives on the case.

Workflow​

  • Automations: rules that act on cases when something happens to them.
  • Service levels: response and resolution targets, and business hours.
  • Satisfaction surveys: what requesters are asked after a case is resolved, and which units ask it.

Integrations​

  • Webhooks: send case events to your own systems.
  • All API tokens: every token on the desk, with its owner, and revoking them.

Plugins​

  • Plugins: turning plugins on and off, and the permissions they add.
  • Plugin pages: a page per plugin that is on, by its name, such as the Software Development plugin's list of every project. Each project's own settings and access are on the project (Software Development).
  • Incident Management settings: lifecycle, priority and targets, categories and notifications, with the plugin on. Working on incidents is in Incidents.

System​

  • Installation: the setup wizard and installation settings.
  • Updates: the version the desk runs, whether a newer release is out, and every release's notes.
  • Language: the languages your desk speaks to requesters in, and the translation tabs.
  • Housekeeping: removing old data on a schedule.

Compliance and audit​

  • Compliance and audit: process controls, approvals and exceptions; populations, samples and evidence packs; the Auditor role, the configuration, conflicts of duties and exports with checksums.
  • Audit log: sign-ins, settings changes, security events, exports and what auditors read.