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;
• high priority;
• an SLA at risk or breached;
• how long it's been open;
• other open tickets from the same customer.

On each ticket you can Open ticket, Close, or Skip today (it comes back tomorrow if it still needs you). Close works like the Close button on the ticket itself: the customer gets the satisfaction survey if the desk has surveys on.

Turn on Make my home to land on your Brief when you open IntelliDesk.

Admins can switch the Brief off, set how many tickets it shows, and choose what counts most when ranking them. These settings are in Settings → AI, under Daily Brief.

Notifications

The bell at the top right collects what needs you, with a count of unread items:

• someone mentioned you;
• a customer replied to your ticket;
• a ticket was assigned to you;
• an SLA warning: a ticket's due time is close;
• an SLA was breached, or a ticket was escalated to managers;
• a new ticket arrived on a desk you watch;
• no one was available on a desk you manage, so a new ticket is waiting unassigned;
• a customer approved or rejected a card;
• a timesheet decision;
• a chat visitor is waiting.

While a ticket's owner is away, on leave or absent, customer replies also go to the desk's backup (or its managers). See Away, on leave or absent: your availability and what happens to your tickets.

Click one to go straight to it, or Mark all as read.

The cog in the bell sets which of these you're told about, and Push notifications (this device).

Notifications (View all in the bell) keeps everything. Filter to unread only, or to mentions or customer replies.

IntelliDesk on your phone

IntelliDesk works in your phone's browser, and you can install it like an app:

1. Open intellidesk.co on your phone and sign in.
2. iPhone (Safari): tap Share, then Add to Home Screen. Android (Chrome): tap the menu, then Install app (or Add to Home screen).
3. Open IntelliDesk from your home screen, tap the bell, then its cog, and turn on Push notifications (this device). Allow notifications when asked.

Push notifications arrive even when IntelliDesk is closed. Tap one to open the ticket or card. On iPhone, push only works once IntelliDesk is added to the home screen.