FAQs: Difference between revisions
Created page with "= Frequently Asked Questions = Here you will find answers to the most common questions about Desque. == Examples == * How do I reset my password? * Can I add multiple brands? * Does Desque support custom domains? * How do I contact support? ''This page is under construction. More FAQs will be added soon.''" |
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= Frequently Asked Questions = | = Frequently Asked Questions (FAQs) = | ||
This page contains answers to the most common questions about using Desque. It covers ticket management, contacts and organizations, communication tools, account settings, rules, and automation. If your question isn’t listed here, please visit our other support sections or [[Contact Support|reach out to our team]]. | |||
== | == Ticket Management == | ||
''This page is under | '''Q: How do I create a new ticket?''' | ||
A: Tickets can be created automatically from incoming emails, web forms, or chats. You can also use the '''Add Ticket''' option in the left-hand menu to manually log an issue. When creating a ticket, be sure to select the correct requester, assign it to an agent, and set the priority and status. | |||
'''Q: What’s the difference between Internal and External messages?''' | |||
A: Internal messages are visible only to your support team and are used for private notes or collaboration. External messages are sent directly to the requester and form part of the customer-facing communication history. | |||
'''Q: Can I reassign tickets to another agent?''' | |||
A: Yes. Use the '''Agent''' dropdown within the ticket to assign the issue to a different team member. This is useful when balancing workloads or escalating issues to specialists. | |||
== Contacts and Organizations == | |||
'''Q: What is the difference between a contact and an organization?''' | |||
A: Contacts represent individual people who interact with your support system, while organizations group multiple contacts under a shared company or entity. This allows you to track issues both at the personal and organizational level. | |||
'''Q: How do I update a contact’s details?''' | |||
A: Go to the '''Contacts''' section, click on the person’s name, and update their profile fields. You can edit names, emails, phone numbers, roles, and status. Remember to save changes before leaving the page. | |||
'''Q: Can I deactivate a contact or organization?''' | |||
A: Yes. Both contacts and organizations have a '''Status''' field that can be set to Active or Inactive. Inactive records remain in the system for historical purposes but are excluded from new activity. | |||
== Communication and Call Logs == | |||
'''Q: Where can I find records of past calls?''' | |||
A: All inbound and outbound phone interactions are stored in the '''Call Log'''. This includes details such as caller number, recipient, date and time, duration, status, and related tickets. | |||
'''Q: What do call statuses mean?''' | |||
A: Common statuses include Completed, No Answer, Busy, and Failed. These help you understand the outcome of each call and whether follow-up is needed. | |||
'''Q: How are calls linked to tickets?''' | |||
A: Many calls are automatically associated with tickets. This ensures that both the conversation and any related issues are tracked together, giving agents full visibility into customer history. | |||
== Account Settings == | |||
'''Q: How do I change my login password or email address?''' | |||
A: Go to the '''Account Settings''' page under the General tab. From there you can update your login email, password, and other personal details. Don’t forget to save your changes. | |||
'''Q: What’s the difference between OAuth and SMTP/IMAP email settings?''' | |||
A: OAuth uses secure token-based authentication for email providers like Google and Microsoft, while SMTP/IMAP requires you to manually enter server information, ports, and app passwords. Both methods allow Desque to send and receive customer emails. | |||
'''Q: Why is my email not being delivered?''' | |||
A: Check your SMTP/IMAP or OAuth settings to make sure the credentials and encryption type are correct. Also verify that your email provider allows third-party connections and that you’re using an app-specific password if required. | |||
== Rules and Automation == | |||
'''Q: What are Automated Response Rules?''' | |||
A: These rules automatically send pre-written replies when a ticket matches a specific subject pattern or keyword. For example, a password reset email can be sent immediately without agent intervention. | |||
'''Q: How do AI Response Rules work?''' | |||
A: AI Response Rules use system prompts to generate contextual replies. Instead of relying on a static template, the system drafts a dynamic response that agents can edit or approve before sending. | |||
'''Q: Can I set rules to prioritize certain tickets automatically?''' | |||
A: Yes. Priority Rules allow you to flag tickets with keywords like “outage” or “urgent” as high priority, ensuring they are addressed quickly. | |||
== General Questions == | |||
'''Q: Can Desque scale for larger teams?''' | |||
A: Absolutely. Desque is designed for both small teams and enterprise-level support operations. Features like roles, permissions, and rules make it easy to manage larger workloads efficiently. | |||
'''Q: How do I get support if I encounter issues?''' | |||
A: You can submit a ticket directly from your Desque account, visit [[Contact Support]], or email our support team at support@desque.ai. | |||
'''Q: Can I access Desque on mobile devices?''' | |||
A: Yes. Desque is fully web-based and optimized for mobile browsers. You can access all core features from your phone or tablet without installing extra software. | |||
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Latest revision as of 20:29, 1 September 2025
Frequently Asked Questions (FAQs)
This page contains answers to the most common questions about using Desque. It covers ticket management, contacts and organizations, communication tools, account settings, rules, and automation. If your question isn’t listed here, please visit our other support sections or reach out to our team.
Ticket Management
Q: How do I create a new ticket? A: Tickets can be created automatically from incoming emails, web forms, or chats. You can also use the Add Ticket option in the left-hand menu to manually log an issue. When creating a ticket, be sure to select the correct requester, assign it to an agent, and set the priority and status.
Q: What’s the difference between Internal and External messages? A: Internal messages are visible only to your support team and are used for private notes or collaboration. External messages are sent directly to the requester and form part of the customer-facing communication history.
Q: Can I reassign tickets to another agent? A: Yes. Use the Agent dropdown within the ticket to assign the issue to a different team member. This is useful when balancing workloads or escalating issues to specialists.
Contacts and Organizations
Q: What is the difference between a contact and an organization? A: Contacts represent individual people who interact with your support system, while organizations group multiple contacts under a shared company or entity. This allows you to track issues both at the personal and organizational level.
Q: How do I update a contact’s details? A: Go to the Contacts section, click on the person’s name, and update their profile fields. You can edit names, emails, phone numbers, roles, and status. Remember to save changes before leaving the page.
Q: Can I deactivate a contact or organization? A: Yes. Both contacts and organizations have a Status field that can be set to Active or Inactive. Inactive records remain in the system for historical purposes but are excluded from new activity.
Communication and Call Logs
Q: Where can I find records of past calls? A: All inbound and outbound phone interactions are stored in the Call Log. This includes details such as caller number, recipient, date and time, duration, status, and related tickets.
Q: What do call statuses mean? A: Common statuses include Completed, No Answer, Busy, and Failed. These help you understand the outcome of each call and whether follow-up is needed.
Q: How are calls linked to tickets? A: Many calls are automatically associated with tickets. This ensures that both the conversation and any related issues are tracked together, giving agents full visibility into customer history.
Account Settings
Q: How do I change my login password or email address? A: Go to the Account Settings page under the General tab. From there you can update your login email, password, and other personal details. Don’t forget to save your changes.
Q: What’s the difference between OAuth and SMTP/IMAP email settings? A: OAuth uses secure token-based authentication for email providers like Google and Microsoft, while SMTP/IMAP requires you to manually enter server information, ports, and app passwords. Both methods allow Desque to send and receive customer emails.
Q: Why is my email not being delivered? A: Check your SMTP/IMAP or OAuth settings to make sure the credentials and encryption type are correct. Also verify that your email provider allows third-party connections and that you’re using an app-specific password if required.
Rules and Automation
Q: What are Automated Response Rules? A: These rules automatically send pre-written replies when a ticket matches a specific subject pattern or keyword. For example, a password reset email can be sent immediately without agent intervention.
Q: How do AI Response Rules work? A: AI Response Rules use system prompts to generate contextual replies. Instead of relying on a static template, the system drafts a dynamic response that agents can edit or approve before sending.
Q: Can I set rules to prioritize certain tickets automatically? A: Yes. Priority Rules allow you to flag tickets with keywords like “outage” or “urgent” as high priority, ensuring they are addressed quickly.
General Questions
Q: Can Desque scale for larger teams? A: Absolutely. Desque is designed for both small teams and enterprise-level support operations. Features like roles, permissions, and rules make it easy to manage larger workloads efficiently.
Q: How do I get support if I encounter issues? A: You can submit a ticket directly from your Desque account, visit Contact Support, or email our support team at support@desque.ai.
Q: Can I access Desque on mobile devices? A: Yes. Desque is fully web-based and optimized for mobile browsers. You can access all core features from your phone or tablet without installing extra software.
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