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Welcome to '''Desque''', your all-in-one helpdesk and customer support platform. Desque is designed to centralize communication, streamline workflows, and empower your team to deliver efficient and personalized support. From managing tickets and tracking customer interactions, to automating responses and analyzing performance, every feature in Desque is built to help you maintain control and consistency in your support operations. This page provides a high-level overview of the platform and directs you to key areas for deeper learning. | |||
== Managing Tickets == | |||
''' | At the heart of Desque is the ticketing system, where all customer requests are captured, tracked, and resolved. Tickets can be created automatically from emails, web forms, and chats, or manually through the '''Add Ticket''' menu. Each ticket includes fields for requesters, agents, priorities, and statuses, ensuring that work is properly assigned and organized. Agents can switch between '''Internal''' and '''External''' replies to collaborate privately with colleagues or communicate directly with customers. Additional tools like signatures, AI-assisted responses, and macros make it easier to maintain professional, accurate, and efficient communication across your team. [[Managing Tickets|Learn more about managing tickets →]] | ||
== Contacts and Organizations == | |||
[[ | Desque maintains a complete record of everyone who interacts with your helpdesk through the '''Contacts''' section. Each contact stores essential information such as names, email addresses, phone numbers, and roles (customer, agent, or administrator). For companies or teams, the '''Organizations''' section groups multiple contacts under a shared profile, allowing you to track interactions at both the individual and organizational level. Keeping contacts and organizations updated ensures accuracy when assigning tickets, reviewing histories, or managing high-value accounts. [[Contacts|Learn more about Contacts →]] · [[Organizations|Learn more about Organizations →]] | ||
== Communication and Call Logs == | |||
In addition to tickets, Desque integrates voice communication through the '''Call Log'''. Every inbound and outbound call is recorded with details such as date, time, caller, recipient, duration, and outcome. Metrics summarize call volumes, average duration, and agent activity, giving managers insight into both customer behavior and team performance. Calls can also be linked to tickets, ensuring that no detail is lost and that agents always have the full conversation history. Together with email and chat, this integration provides a unified view of all customer communications. [[Call Log|Learn more about Call Logs →]] | |||
== Account Settings and Configuration == | |||
Desque provides flexible configuration options in the '''Account Settings''' area, where administrators and agents manage login details, authentication methods, and email connectivity. The General tab contains personal information, login credentials, and time zone settings, while the OAuth and SMTP/IMAP tabs control how the system connects with email providers. Correctly configuring these settings ensures reliable email delivery and secure authentication. Administrators should also regularly review account information and credentials to prevent disruptions in communication. [[Account Settings|Learn more about Account Settings →]] | |||
== Rules and Automation == | |||
Automation is a core strength of Desque. The '''Rules''' section allows you to define workflows that reduce repetitive tasks and improve consistency. Automated Response Rules send pre-written replies to common inquiries, AI Response Rules leverage intelligent prompts to generate contextual replies, and Priority Rules automatically escalate urgent issues. These tools help your team respond faster, maintain consistent standards, and ensure critical cases are never overlooked. Administrators can edit or expand rules at any time to align with evolving business needs. [[Routing Rules|Learn more about Rules and Automation →]] | |||
== Putting It All Together == | |||
Desque is more than just a ticketing tool—it is a complete platform that unifies your support operations. By maintaining accurate contact and organization records, tracking communication across channels, enforcing well-structured routing rules, and configuring accounts correctly, your team can deliver faster, more reliable, and more personalized service. Whether you are a small team or a large enterprise, Desque adapts to your needs and provides the insights and automation necessary to scale support effectively. | |||
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Latest revision as of 20:26, 1 September 2025
Welcome to Desque, your all-in-one helpdesk and customer support platform. Desque is designed to centralize communication, streamline workflows, and empower your team to deliver efficient and personalized support. From managing tickets and tracking customer interactions, to automating responses and analyzing performance, every feature in Desque is built to help you maintain control and consistency in your support operations. This page provides a high-level overview of the platform and directs you to key areas for deeper learning.
Managing Tickets
At the heart of Desque is the ticketing system, where all customer requests are captured, tracked, and resolved. Tickets can be created automatically from emails, web forms, and chats, or manually through the Add Ticket menu. Each ticket includes fields for requesters, agents, priorities, and statuses, ensuring that work is properly assigned and organized. Agents can switch between Internal and External replies to collaborate privately with colleagues or communicate directly with customers. Additional tools like signatures, AI-assisted responses, and macros make it easier to maintain professional, accurate, and efficient communication across your team. Learn more about managing tickets →
Contacts and Organizations
Desque maintains a complete record of everyone who interacts with your helpdesk through the Contacts section. Each contact stores essential information such as names, email addresses, phone numbers, and roles (customer, agent, or administrator). For companies or teams, the Organizations section groups multiple contacts under a shared profile, allowing you to track interactions at both the individual and organizational level. Keeping contacts and organizations updated ensures accuracy when assigning tickets, reviewing histories, or managing high-value accounts. Learn more about Contacts → · Learn more about Organizations →
Communication and Call Logs
In addition to tickets, Desque integrates voice communication through the Call Log. Every inbound and outbound call is recorded with details such as date, time, caller, recipient, duration, and outcome. Metrics summarize call volumes, average duration, and agent activity, giving managers insight into both customer behavior and team performance. Calls can also be linked to tickets, ensuring that no detail is lost and that agents always have the full conversation history. Together with email and chat, this integration provides a unified view of all customer communications. Learn more about Call Logs →
Account Settings and Configuration
Desque provides flexible configuration options in the Account Settings area, where administrators and agents manage login details, authentication methods, and email connectivity. The General tab contains personal information, login credentials, and time zone settings, while the OAuth and SMTP/IMAP tabs control how the system connects with email providers. Correctly configuring these settings ensures reliable email delivery and secure authentication. Administrators should also regularly review account information and credentials to prevent disruptions in communication. Learn more about Account Settings →
Rules and Automation
Automation is a core strength of Desque. The Rules section allows you to define workflows that reduce repetitive tasks and improve consistency. Automated Response Rules send pre-written replies to common inquiries, AI Response Rules leverage intelligent prompts to generate contextual replies, and Priority Rules automatically escalate urgent issues. These tools help your team respond faster, maintain consistent standards, and ensure critical cases are never overlooked. Administrators can edit or expand rules at any time to align with evolving business needs. Learn more about Rules and Automation →
Putting It All Together
Desque is more than just a ticketing tool—it is a complete platform that unifies your support operations. By maintaining accurate contact and organization records, tracking communication across channels, enforcing well-structured routing rules, and configuring accounts correctly, your team can deliver faster, more reliable, and more personalized service. Whether you are a small team or a large enterprise, Desque adapts to your needs and provides the insights and automation necessary to scale support effectively.
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