Welcome to IntelliDesk: orientation for new agents
Welcome to IntelliDesk IntelliDesk is a shared helpdesk and project tool for teams that handle customer support. Every conversation (email, live chat, your website's contact form, WhatsApp or the c
Understanding ticket statuses
Understanding ticket statuses A ticket's status tells your team whose move it is. It also decides what the customer sees in the portal, which counts the ticket appears in, and whether the SLA c
Your inbox: filters, views, and search
Your inbox: filters, views, and search The Inbox is where most of your day happens. Get fluent with the filters and you'll spend less time scrolling and more time replying. Active, Done and
The customer portal: what your customers see
The customer portal: what your customers see The customer portal is where your customers raise requests, follow them and reply, without writing an email. It's at ** https://intellidesk.co/portal
Tracking time: timers, manual entries, Day & Week views, Pomodoro
Before you start Time tracking has to be switched on twice: once for the workspace by a manager, and once by you. If you don't see Timesheet in the sidebar, see *Setting up your personal times
Setting up your personal timesheet (opt-in, rate, currency)
Why you opt in yourself Timesheets are a two-step opt-in . A manager turns them on for the workspace (see Enabling timesheets for your workspace ), and then each agent who wants to track time
Global search: the command palette (Ctrl+K)
Global search: the command palette (Ctrl+K) The command palette is the fastest way to get anywhere in IntelliDesk. It jumps to a ticket by number, searches your tickets, contacts, companies and pro
Stay on top: Daily Brief, notifications and IntelliDesk on your phone
Stay on top Your Daily Brief Daily Brief in the sidebar is a short list of the open tickets most worth your time today, with the reason each is there: a customer waiting on a reply; hi
My customer didn't get their portal sign-in code
My customer didn't get their portal sign-in code Customers sign in to the customer portal at https://intellidesk.co/portal with their email address and a 6-digit code that IntelliDesk email
My customer can't sign in to the portal: error messages explained
My customer can't sign in to the portal: error messages explained When a customer tells you the portal "doesn't work", the message they saw usually says exactly what's wrong. This article lists eve
What is Jev? The AI in IntelliDesk explained
What is Jev? The AI in IntelliDesk explained Jev is the name of IntelliDesk's AI. It reads new tickets and replies and makes quick, careful decisions: how urgent is this, is it spam, is it a du
Signing in, and changing your name, photo, email or password
Signing in, and changing your name, photo, email or password Your IntelliDesk user account is yours, not your company's. You use the same sign-in for every workspace you belong to, and your nam
Seeing only open, customer-responded and pending tickets
Seeing only open, customer-responded and pending tickets Sometimes you want a list of everything that still needs a nudge, but not the tickets parked On Hold . The inbox's Status pills let y
What's on my Home page? Tiles, streak and your performance
What's on my Home page? Tiles, streak and your performance Home (the first item in the sidebar) is your start-of-day view: how much work is waiting across the team, what's yours, and how you're
Getting help from IntelliDesk support: questions, bugs and feature requests
Getting help from IntelliDesk support: questions, bugs and feature requests Stuck, found something broken, or have an idea? Everything starts from the Feedback menu at the bottom of the sidebar
Keyboard shortcuts
Keyboard shortcuts Most of your day in IntelliDesk can be done without the mouse. Most shortcuts are a single key, with no Ctrl or Cmd. On macOS, use Cmd wherever this article says Ctrl .
The Workload page: new tickets, who's busy, and unassigned work
The Workload page: new tickets, who's busy, and unassigned work Workload (in the sidebar, under Work ) shows the team's work in one place: tickets and project cards together. Use it to catch
Troubleshooting: something isn't working
Troubleshooting: something isn't working Start here when something in IntelliDesk isn't behaving. Find the symptom below and open the article named next to it. Most problems are a setting, a filter
Why am I not getting notifications?
Why am I not getting notifications? IntelliDesk notifies you in the bell at the top right, and, if you've switched them on, as push notifications on your computer or phone. If something you