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 customer portal) lands as a ticket in a shared inbox, and your team works through it together. When a ticket turns into longer work, such as a feature request or a multi-step investigation, you can turn it into a card on a project board.

Finding your way around

The sidebar is grouped by what you're doing.

Work

• Home: your dashboard. It shows ticket counts (active, open, unassigned, pending, on hold, SLA breached), alerts for things that need you, your performance this week, your open tickets and project cards, and the team's workload.
• Daily Brief: a short list of the tickets most worth your time today, with the reason for each (high priority, SLA breached, a customer waiting). Open a ticket, Close it, or skip it for today. Switch on Make my home to land here instead of the dashboard (this is remembered on the device you set it on).
• Inbox: the shared ticket queue. Click the arrow next to it to list each help desk with its open count.
• Live Chat: website chats waiting for a person (if live chat is on).
• Projects: boards for work that outlives a single ticket.
• Workload: who is working on what across the team.
• Timesheet: your time tracking (if your workspace uses timesheets).

Customers: Contacts and Companies, with each customer's full history.

Insights: Overview and Reports (volume, agents, SLA, customers, satisfaction, backlog).

Operations: the public Status page and Notices (announcements to your customers).

Settings: help desks, team, mailboxes, business hours, SLA policies, triggers, automations, and your own signatures.

At the bottom are Collapse sidebar, Feedback, your profile, and the workspace switcher (if you belong to more than one workspace).

The top bar

• Search everything (or press Ctrl+K, or /): jump to a ticket by number, or search tickets, contacts, companies, projects and pages. See Global search: the command palette.
• Portal (the arrow-out-of-box icon): opens your customer portal in a new tab, so you can see what customers see.
• Help (the question mark): these help articles and the keyboard shortcut list.
• Notifications (the bell): mentions, customer replies on your tickets, SLA breaches, and chats waiting. Click one to go straight there; Mark all as read clears the badge. The full list, with filters, is at Notifications.
• Light or dark mode (the sun or moon icon).

How tickets get in

1. Email: when your team's support@ (or any connected) mailbox receives a message, IntelliDesk creates a ticket and threads the replies.
2. Live chat: a visitor on your website chats with the AI first, then with a person when they need one.
3. Website contact form: the widget on your website lets visitors raise a ticket from any page.
4. WhatsApp: messages to your WhatsApp Business number.
5. Customer portal: customers sign in to raise and follow their own tickets.

You can also create a ticket yourself from the inbox, for example to log a phone call.

What a ticket looks like

Each ticket has a number like HD-1042, a subject, a status, a priority, and a conversation. Messages are either public replies (the customer sees them) or internal notes (only your team sees them). The side panel shows the assignee, status, priority, type, due date, the SLA clock, the contact and company, tags, and any linked cards.

Your first hour

1. Open Settings → Team and check you're on the right help desks.
2. Open Settings → My Signatures and add a reply signature.
3. Open the Inbox and read a few tickets to get a feel for your team's tone.
4. Press Ctrl+K and search for a customer or a ticket number.
5. Open Daily Brief to see what needs you today.

If something here doesn't match what you see, your admin may have turned a feature off (live chat and timesheets, for example, are optional). Ask them, or suggest a correction using Feedback.