Articles on: Helpdesk Settings

SETUP CHECK-LIST

Check-list




New Agents

In order to create new user agent you need to follow these steps:

Settings → Agents → ”Create an agent”


Tip: You can create unlimited number of user agents.

New Inbox

In order to create a new email account you need to follow these steps:

Settings → Email channels → ”Add email”


Tip: Create different emails for supporting different stores. Bigger stores might separate channels for support, business, marketing or any other purpose.



Mailbox Setup

Outlook

You can connect Outlook accounts automatically by following Microsoft instructions.


Gmail, Yahoo, and others

For other email providers, please follow the steps provided in the app.

Receiving emails



Sending emails



HelpDesk can use the email provider (Gmail, Yahoo, etc.) that you already have or send the emails from our server.



Signatures

Follow these steps to create personal Signatures for added email channels.

Settings → Signatures


Tip: If you already have a signature we recommend to send an email with the signature to HelpDesk inbox and copy it from there. Paste it in this field.

This way, the styles will be automatically converted.

Templates

Follow these steps to create Templates (pre-written responses - macros):

Settings → Templates



Tagging

Follow these steps to create Tags for your tickets:

Settings → Ticket Tags


Tip: Agents can add tags to each conversation.


Rules

Rules are a powerful tool to improve your workflow.

You can keep a list of your customers, automatically add a VIP tag once you hear from them, and assign higher tier support or yourself to answer them. You can also use the Round Robin strategy, automatically assigning tickets to active agents in a cycle.

Follow these steps to create Rules for your workflow automation:

Settings → Rules



Tip: Round Robin strategy= the tickets are automatically assigned to agents in a cycle.


You can create special list of VIP customers, add VIP tag and their tickets will be automatically assigned to VIP support.

Inbox Workflow

All inbox emails are split into 3 major statuses:

  • New
  • In progress
  • Archived

Integration with Shopify

Easy access from the Help Desk to customer's orders:

  • Possibility to see customer order history (number of orders, income)
  • Easy access from the Help Desk to such options as “Duplicate”, “Cancel” or “Refund” an order.
  • Note! Currently, access is possible to 1 store’s orders.

Live Chat Accounts



Chatbot

Follow these steps to create your Chatbot for a live chat account.

  1. Settings → Chatbots
  2. Click the “Create new chatbot” button:

[](https://storage.crisp.chat/users/helpdesk/website/-/8/2/a/9/82a95f0fbc0a7800/image_1k85cnb.png)


Messenger Accounts

Follow these steps to connect your Facebook Messenger account to HelpDesk:

  • Settings → Messenger channels → ”Add account”
  • Click the “Continue with Facebook” button:Make sure you are logged in with the Facebook account that has admin permissions for your Facebook business page.![](https://storage.crisp.chat/users/helpdesk/website/-/8/2/a/9/82a95f0fbc0a7800/image_1uvod0o.png)


  • Choose your business page (or pages) from the list.


  • Keep the default permissions for the HelpCenter app. Please note that the permissions are needed to activate social chat conversations in the HelpDesk:


  • Receive your email address
  • Manage and access Page conversations in Messenger
  • Show a list of the Pages you manage
  • Manage accounts, settings, and webhooks for a Page


  • You will be redirected back to the HelpDesk app. Select your messenger page to add.


  • Choose the users that will have access to this messenger account.

Dashboard, Inbox analytics

You can access Analytics from the main mailbox window - the blue ”Analytics” icon in the left bottom corner. Here you can find useful statistics about customer support activities in the Help Desk system:

  1. Dashboard:

1.1. Issues by channel: number of new tickets created during the selected date range

1.2. Average first response time

  • 1.3. Tickets:![](https://storage.crisp.chat/users/helpdesk/website/-/8/2/a/9/82a95f0fbc0a7800/image_t958ub.png)
  • New tickets. All the new tickets in specific date range: IN + OUT + all the channels (Inbox / Chat / FB Messenger).
  • Messages received. All the new IN messages within the tickets - e.g., 1 ticket and 10 IN messages from the client.
  • Messages sent. All the new OUT messages and auto-responses are not included.
  • Archived tickets within the selected period.
  • Avg. time to archive. The archive times of the tickets for the selected date range.
  • Facebook Messenger ticket count resets every day at midnight.


1.4. Popular ticket tags:IN + OUT tickets with specific tags.

1.5. Agents:statistics about each agent's activities:


  • Tickets archived: all the tickets archived by a specific agent.
  • Avg. first response time: all the tickets which were assigned to a specific agent.
  • Messages sent: all the OUT messages sent by a specific agent.
  • Time active: counts all the time from Login to Logout.


  1. Inbox Analytics:


2.1. Overview:number of inbound, outbound, and archived tickets, average first response, first archive time.

2.2. Tickets received:all the new and archived tickets.

2.3. Inboxes:new, reopened, archived IN + OUT tickets, messages per ticket.


  • New tickets: IN + OUT tickets, without auto-responses and empty chat tickets.
  • Reopened tickets: IN + OUT tickets which were reopened during the date range.
  • Archived tickets:IN + OUT tickets that were archived during the date range.
  • Messages per ticket: doesn't count auto-response messages.


2.4. Distribution of new tickets:IN + OUT tickets in different channels except for empty chat tickets.

2.5. Agents:more detailed information about particular agent activities: number of assigned, sent, forwarded, and archived tickets.


  • Assigned: counts all the tickets that have been assigned to an agent.
  • Sent: doesn't count drafts and OUT messages with sending errors.
  • Forwarded: all the tickets were assigned to a specific agent and forwarded the ticket to a different email address.
  • Archived: counts all the tickets which are archived and assigned to a specific agent.
  • Avg. Time to first response:all the tickets assigned to a specific agent. Doesn't count auto-response messages.
  • Avg. time to archive:all the archived tickets assigned to specific agents. E.g., if received ticket on 06 02 10 am, archived on 06 02 5 pm - archive time is 7 hours. Then the ticket is reopened on 06 05 and archived on 06 07 -> agents still see the First archive time (7 hours).
  • Log in time: counts the time from Login to Logout. The count resets at 23.59h GMT +2.


  1. Analytics data export:

Possibility to export analytics data:


Updated on: 05/08/2025

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