Help Desks overview

An assistant should know its limits. When it cannot help, or when a visitor simply wants a person, a Help Desk is how the conversation reaches your team. A Help Desk is an escalation destination that belongs to your organization and groups one or more channels a visitor can use.

You manage help desks from the Help Desks area in the sidebar, which lists every desk in your organization. From there you can create a desk or open one to edit it.

Create a help desk

1. Open Help Desks in the sidebar.
2. Create a new desk and give it a name and a description. The description matters, because an assistant can use it to decide when this desk is the right one to offer.
3. Add one or more channels, described below.

Support channels

A channel is a single way to reach your team. Each channel has a name, which becomes the button label a visitor sees, plus settings specific to its type. The available channel types cover the common ways people ask for help:

• Email sends the request to a destination address.
• Phone number shows a number the visitor can call.
• Live chat opens a live chat address.
• Create a ticket raises a case in your connected ticketing system.
• External link opens a web address in a new tab.
• Salesforce Chat Handover connects to a Salesforce embedded chat.
• API endpoint sends the request to a service you specify.

Add the channels your team actually monitors, and order them so the preferred option comes first.

New channel versus editing a channel

When you add a new channel, a short setup flow walks you through its essential settings first, then unlocks the rest once the basics are in place. When you open an existing channel, all of its settings are available at once and you can save your changes directly.

What comes next

• Shape the information you collect and when a channel is open in Forms and availability.
• Connect a ticketing system and auto generate improvements in Ticketing and improvements.
• Offer a desk from an assistant in Connect a help desk to an assistant.