Help
Clear answers for setting up your desk, supporting customers, and solving problems.
Set up in 4 steps
Follow these in order and test the whole journey before launch.
Start here
Get your desk live and learn the essentials.
Getting started with QuickDesk
Learn how chat and email become one shared support desk, then follow a reliable first-day setup.
Install the chat widget
Add QuickDesk chat to a website, restrict where it appears, and verify the live launcher before launch.
Connect your first mailbox
Route an existing support address into QuickDesk and confirm that incoming and outgoing email both work.
Run your first end-to-end test
Test chat, email, assignment, replies, and closure before inviting customers to use the new desk.
Tickets and customers
Triage, reply, organise, and keep customer context.
Understand the inbox and ticket queue
Learn how the unified queue orders live chat and email work and how to pick the next conversation.
Manage a ticket from start to finish
Follow a customer conversation from triage through a clear reply to a properly resolved ticket.
Use ticket statuses consistently
Choose active, pending, or closed states consistently so the queue reflects what the team must do next.
Claim and assign tickets
Give each conversation a clear owner without duplicating replies or losing work during a handover.
Write and send ticket replies
Compose clear chat or email responses, use saved replies carefully, and attach files only when they help.
Use customer records and history
Link conversations to the right customer so agents can see useful history without creating duplicate records.
Search and filter tickets
Find conversations by subject, reference, tag, or customer and return to a queue view that shows the result.
Widget and chat
Install chat and shape the visitor experience.
Customise the chat widget
Match the launcher and chat panel to your brand while keeping the experience readable and recognisable.
Set chat appearance and greeting
Choose a clear greeting, launcher label, colours, and identity that set the right expectation for visitors.
Set chat availability and working hours
Publish realistic working hours and an offline experience so visitors know when a human response is likely.
Configure the pre-chat form
Collect only the visitor details agents need before a chat begins and verify the form on the live widget.
Manage chat file attachments
Control chat uploads and retention, then teach agents how to share and handle files safely.
Install the WordPress plugin
Add chat to a WordPress site with the QuickDesk plugin, which needs no code and recognises people already signed in.
Email and mailboxes
Bring support email into the shared desk.
Manage support mailboxes
Connect, review, and maintain the support addresses that turn customer email into QuickDesk tickets.
Forward support email into QuickDesk
Configure provider forwarding without exposing mailbox passwords or creating loops and duplicate tickets.
Publish DNS records for sending email
Add the shown SPF and DKIM records correctly so replies can use your support domain with better deliverability.
Troubleshoot outbound email delivery
Check sender verification, ticket status, recipients, and spam placement when a customer does not receive a reply.
Tasks, automation and AI
Speed up repeatable work while keeping people in control.
Create and manage tasks
Track follow-up work beside customer conversations with an owner, due date, list, and clear completion state.
Use task board, list, and My tasks views
Choose the task view that best fits planning, scanning, or focusing on work assigned to you.
Create and use saved replies
Turn frequent answers into reusable drafts while requiring agents to review customer-specific details before sending.
Set up automation rules
Create keyword rules that immediately send their stored response when a visitor message contains a specific matching phrase.
Use AI reply drafts responsibly
Generate an editable response draft, review it against the ticket, and keep the agent responsible for the final message.
Understand AI credits and usage
See the available AI assistant balance and action-specific team usage, then decide when a human-written result is better.
Use AI actions on a ticket
Catch up on a ticket, improve a reply, or prepare an internal handover with a clearly priced AI preview.
Team, workspace and integrations
Manage access, workspaces, and connected tools.
Invite and manage team members
Add agents and admins, keep seat usage visible, and remove access promptly when responsibilities change.
Configure roles and permissions
Control which QuickDesk areas each role can use while keeping the owner role protected and fully capable.
Update workspace settings
Change organisation details and understand which owner-only settings affect the whole customer support desk.
Connect QuickDesk with Shopify
Link the correct Shopify store and verify that authorised support workflows can use the integration context.
Manage agency workspaces
Create and oversee separate client desks without mixing customer conversations, members, or settings between them.
Manage agency members
Give agency staff appropriate access across client desks and remove it when their assignment ends.
Use the agency SLA agenda
Review response targets across client workspaces and open the right conversation before a deadline is missed.
Billing and account
Understand plans, usage, and personal settings.
Understand plans, billing, and usage
Review the current plan, renewal, seats, conversations, and available changes without unexpected automatic overages.
Manage invoices and subscription changes
Open the billing portal or in-product quote flow to update payment details, invoices, plan, or cadence safely.
Update your account and notifications
Change your own name, email, password, availability, and notification preferences without altering workspace settings.
Developers and troubleshooting
Connect safely and diagnose common setup problems.
Create and protect API keys
Create a named API key for a specific integration, copy it once, and revoke it immediately when no longer trusted.
Connect an MCP client
Run the QuickDesk MCP server with a protected API key, then verify its workspace identity and read-only tools before allowing changes.
Troubleshoot a missing chat widget
Check the installed snippet, allowed site addresses, browser state, and saved configuration when chat does not appear.
Troubleshoot missing email tickets
Trace provider forwarding, loops, workspace mailbox state, and test-message details when inbound email does not become a ticket.