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
After you sign up, IntelliDesk asks for your company name. That creates your organization. Then click Create workspace. You get:
- a first help desk (a shared inbox), called "Your company Support". You can rename it at any time.
- a free trial of every feature. If you signed up with a personal address (Gmail, Outlook.com and the like) you'll be asked to add a card first; company addresses aren't.
A short tour then points you to the next steps, and the Getting started list on Home keeps track of them:
- Connect email, so customers can reach you. See Connecting a mailbox: Gmail, Outlook, and IMAP.
- Invite a teammate.
- Explore your inbox.
Dismiss the list once you're done with it.
2. Invite your team
Go to Settings → Team and click Add member.
- Invite by email for someone new. Enter their address, then pick the help desk they'll work on and their role. They get an email invitation, and the moment they accept, they're on that desk with that role. You don't need to come back and set them up.
- Existing member for someone who's already in your organization and needs to join another desk.
Invitations that haven't been accepted yet are listed under Pending invitations, with the desk and role they're for. Click Revoke to cancel one.
Only managers can invite people and revoke invitations.
New agent checklist: help desk and projects
To set up a new agent so they can work tickets and project boards:
Invite them to the workspace and a help desk. In Settings → Team, click Add member → Invite by email, pick the help desk and the Agent role. When they accept, they're on that desk.
Add them to more help desks, if needed. In Settings → Team, click Add member → Existing member, then pick the other desk and a role. Or open the desk under Settings → Help Desks, go to its Members tab and click Add member.
Add them to a project. Open the project board, click the cog (Project settings) at the top right and go to Members. Add them and pick a role:
- Owner: can manage the project, including its settings and members.
- Editor: can work on cards and add or remove members.
- Viewer: can see the board only.
Workspace managers, and the project's owners and editors, can add people to a project. Repeat for each project they need.
Optional: make them one of the people who get new cards automatically under Project settings → General → Auto-assign new cards, or turn on auto-assignment for their help desk so new tickets come to them.
Desk access and project access are separate. Being on a help desk doesn't put someone on any project, and being on a project doesn't give them a desk's tickets.
3. Roles
Roles are set per help desk, so someone can manage one desk and simply work tickets on another.
| Role | What they can do | Billed? |
|---|---|---|
| Manager | Everything on the desk: connect email, change settings, add and remove people, assign anyone | Yes |
| Agent | Work tickets: reply, add notes, change status, assign themselves, manage tags | Yes |
| Observer | Read-only: can see tickets and follow them to get updates. Good for a boss or a colleague in another team | Free |
To change someone's role, open Settings → Team, click the desk next to their name and pick the new role. To take them off a desk, remove the desk there too.
Someone who is in your organization but on no desk sees a note asking them to contact a manager, and no tickets. That usually means an invitation was accepted before a desk was chosen; add them to a desk from Add member → Existing member.
4. More desks
One desk is enough for most small teams. Add more under Settings → Help Desks → Add desk when you want separate queues, for example one per team (Billing, Deliveries) or one per mailbox. Each desk has its own members, mailbox, settings and blocked senders. See Running several teams and mailboxes in one workspace.
5. Next steps
- Connect a mailbox (Settings → Help Desks → Channels).
- Set your business hours and SLA policies so response targets are fair.
- Add canned responses for the questions you answer every day.
- Brand your customer portal under Settings → Portal Branding.
Related: Connecting a mailbox: Gmail, Outlook, and IMAP · Running several teams and mailboxes in one workspace · SLA policies and business hours · Projects: running a board