Connecting a mailbox: Gmail, Outlook, and IMAP
Connecting a mailbox: Gmail, Outlook, and IMAP IntelliDesk doesn't host your email. It connects to the mailbox you already use, such as support@yourcompany.com . Email that arrives there becomes tic
SLA policies and business hours
SLA policies and business hours Service-level agreements make response and resolution times measurable. IntelliDesk starts an SLA on each ticket from the policy for its priority, then tracks it thr
Triggers and automations
Triggers and automations Let IntelliDesk do the routine work. Both are rules you set up once under Settings ; the difference is when they act. A trigger acts the moment a ticket arr
Running the status page
Running the status page Your status page tells all your customers at once when something's wrong, instead of answering the same question on every ticket. Manage it under Status in the sideb
Enabling timesheets for your workspace
Overview Timesheets are off until you turn them on, and they're a two-step opt-in : A manager switches timesheets on for the workspace. Each agent who wants to track time turns on **Trac
Time categories and charge-out rates
What time categories are for A time category is for work that isn't a ticket or a project: Admin , Meetings , Internal training , Sales and so on. Agents attach time to a category when th
Running several teams and mailboxes in one workspace
Running several teams and mailboxes in one workspace Many teams run more than one support address — support@ , billing@ , shipping@ , one per branch or region — with a small group of agents look
Reports and analytics: response times, resolution and volume
Reports and analytics: response times, resolution and volume Reports (under Insights in the sidebar) shows how your support is performing: how quickly customers get a first answer and every
Live chat: setting it up and answering chats
Live chat: setting it up and answering chats Live chat lets visitors on your website talk to your team in real time, through the same IntelliDesk widget you may already use as a contact form. Every
Setting up your workspace: team, desks and roles
Setting up your workspace: team, desks and roles This is the admin's first half hour in IntelliDesk: create the workspace, invite your team, and decide who can do what. 1. Create your workspace
Your knowledge base: help articles for customers, agents and the AI
Your knowledge base: help articles for customers, agents and the AI Write an answer once and it works three ways: customers find it on your help centre , your team links to it in replies, and In
Notices: announcements in the portal, widget, status page and app
Notices A notice is an announcement you write once and show in several places: holiday hours, a new feature, planned maintenance, a warning about a phishing email. Manage them under Notices
How long is the free trial, and what happens when it ends?
How long is the free trial, and what happens when it ends? Every new IntelliDesk workspace starts with a 90-day free trial with every feature switched on. Nothing is locked behind a higher plan
Why am I asked for a card when I sign up?
Why am I asked for a card when I sign up? If you create a workspace with a personal email address , IntelliDesk asks you to add a card before your free trial starts. You'll see a screen called *
Plans and pricing: what IntelliDesk costs and what counts as an agent
Plans and pricing: what IntelliDesk costs and what counts as an agent IntelliDesk has one plan with one flat monthly price . Every feature is included: there are no tiers, no features held back
Subscribing, changing your card and finding invoices
Subscribing, changing your card and finding invoices Everything to do with paying for IntelliDesk lives under Settings → Billing . Payments are handled by Stripe , so card details and invoice
How do I cancel my subscription, and what happens to my data?
How do I cancel my subscription, and what happens to my data? You can cancel IntelliDesk at any time. There are no contracts and no cancellation fees. Only an organization admin can cancel (see
Your monthly summary report (and downloading it as a PDF)
Your monthly summary report (and downloading it as a PDF) The Monthly summary is a two-page report on one calendar month of support: what came in, how fast the team answered, how customers felt
Removing someone from your team, and what happens to their tickets
Removing someone from your team, and what happens to their tickets When someone leaves the company, remove them from the workspace so they can no longer see your tickets and their agent seat is fre
Turning on AI triage for a help desk
Turning on AI triage for a help desk AI triage & assist lets Jev, IntelliDesk's AI, read every new ticket on a desk as it arrives. It sets the priority, fills in the ticket type, and flags angr
How IntelliDesk calculates your report numbers
How IntelliDesk calculates your report numbers Every number on Reports , Overview , Home and the Monthly summary comes from one shared set of definitions. This page lists them, so you
Setting up AI: your own key, the platform AI and what each feature needs
Setting up AI: your own key, the platform AI and what each feature needs Most of IntelliDesk's AI works without any setup: IntelliDesk's own AI account is used. You can also connect **your own AI k
Switching between workspaces, renaming your workspace and organization admins
Switching between workspaces, renaming your workspace and organization admins A workspace (also called an organization ) is your company's space in IntelliDesk: its help desks, tickets, contac
Why didn't the AI answer my visitor's chat?
Why didn't the AI answer my visitor's chat? In live chat, the AI answers first and hands over to a person when it can't help. It's built to hand over rather than guess , so a chat that goes to y
Why don't the numbers on Home and Reports match?
Why don't the numbers on Home and Reports match? Home , Overview and Reports all use the same definitions (see How IntelliDesk calculates your report numbers ). When two screens show di
Why aren't my emails arriving as tickets?
Why aren't my emails arriving as tickets? You've sent an email to your support address, but no ticket has appeared in the inbox. This article goes through the usual causes, most likely first, and h
Exporting your data from IntelliDesk
Exporting your data from IntelliDesk Your data is yours. You can download your tickets, contacts, companies, reports and project cards as spreadsheets at any time, including while your workspace is
Customer health report: which customers need attention?
Customer health report: which customers need attention? The Customer health table shows, company by company, how much each customer needs from you and how well you're serving them. Use it to sp
Importing your tickets from Zendesk
Importing your tickets from Zendesk Moving from Zendesk? You can bring your ticket history across, with each customer's conversations, so your team has the full background from day one. The import
Reconnecting a mailbox that shows Error
Reconnecting a mailbox that shows Error When IntelliDesk can't sign in to a desk's mailbox, the mailbox card shows a red Error badge and an Email account error box with the reason. While it
Where is my data stored, and how is it protected?
Where is my data stored, and how is it protected? This article answers the questions IT, compliance and customers usually ask about IntelliDesk: where data lives, who else handles it, how it's secu
The AI & automation report: what Jev did and how much time it saved
The AI & automation report: what Jev did and how much time it saved Reports → AI & automation shows what Jev and the AI did for your team over a period: tickets triaged, chats answered, tickets
Fixing Outlook and Microsoft 365 connection errors
Fixing Outlook and Microsoft 365 connection errors When you click Connect Outlook / Office 365 , Microsoft asks you to sign in and approve IntelliDesk. If something in your Microsoft 365 setup b
What data does the AI see? AI and your privacy
What data does the AI see? AI and your privacy IntelliDesk's AI features send ticket text to an AI provider to get an answer. This article explains what's sent, when, and where, so you can decide w
IMAP/SMTP connection errors: app passwords, servers and ports
IMAP/SMTP connection errors: app passwords, servers and ports When you connect a mailbox with Connect IMAP/SMTP , IntelliDesk must sign in to two servers: IMAP (incoming mail) and SMTP (
Can the AI reply to customer emails on its own? (and other places AI writes for you)
Can the AI reply to customer emails on its own? (and other places AI writes for you) Only the first acknowledgement, and only if you switch it on. IntelliDesk's AI doesn't carry on email conver
Automatic acknowledgement emails (auto-reply)
Automatic acknowledgement emails (auto-reply) An auto-reply tells customers straight away that their request has arrived, and gives them the ticket number to quote. It's set per help desk, and it's
Customer satisfaction (CSAT) surveys: turning them on and what customers see
Customer satisfaction (CSAT) surveys: turning them on and what customers see A CSAT survey asks customers how you did once their ticket is closed. It's one click for them, and it gives you a satisf