Video guides

Find your way around

The sidebar, the inbox, search and where everything lives.

Handle a ticket

Read, reply, add a note, and close a ticket.

Ticket statuses

Open, pending, on hold and closed, and what each means for the customer and your SLA.

Your inbox

Filters, saved views and search.

Working as a team

Assigning, following, collision detection and mentions.

Canned responses

Reusable replies that can also close, tag or assign.

AI in your helpdesk

Summaries, Draft with AI and AI triage.

Tags, priorities and custom fields

Organise tickets so filters and reports make sense.

Contacts and companies

Every customer's history in one place.

Keep the inbox clean

Merge duplicates, block senders and delete spam.

Set up your workspace

Create the workspace, invite your team and choose roles.

Connect a mailbox

Gmail, Outlook or any IMAP mailbox.

Several teams, one workspace

A help desk per team or mailbox, and who sees what.

SLAs and business hours

Response and resolution targets, and what happens when they're at risk.

Triggers and automations

Route, tag, remind and close automatically.

Live chat

Chat with website visitors, with an AI assistant first.

A contact form on your website

The embeddable widget, in two minutes.

The customer portal

Where customers raise requests, follow them and reply.

Your knowledge base

Help articles for customers, your team and the AI.

Status page and incidents

Tell every customer at once when something's wrong.

Notices

Announcements in the portal, widget, status page and app.

Projects: run a board

Create a project, add cards and set up the workflow.

Cards in depth

Checklists, files, @mentions, templates and duplicates.

From ticket to project

Move a request to a board and get the customer's approval.

Project notes and files

The brief, shared notes and the document library.

Tracking your time

Timers, adding time by hand, the week view and Pomodoro.

Timesheets for managers

Categories, submissions, approvals and exports.

Reports and customer satisfaction

Volume, agents, SLAs, CSAT and the backlog.

Stay on top

Your Daily Brief, notifications and IntelliDesk on your phone.

Connect your tools

Slack, the REST API, webhooks and MCP for AI agents.