Authorize.net receipts (like PayPal receipts, order confirmations, and many other "notification" like emails) aren't support tickets and shouldn't be cluttering up your help desk. To send your authorize.net receipts somewhere besides FuseDesk: Log into your Authorize.net Merchant Interface at https://account.authorize.net Click User Profile in the main left side menu. Click Edit Profile Information. Change the [...]
Your profile photo can easily be updated by editing your preferences and clicking the link to update your photo. Your photo shows up in case history and through the application to represent you, and your team will love seeing your smiling face throughout FuseDesk! To edit your profile, either click on Settings and Preferences, or [...]
When you call an Infusionsoft contact via FuseDesk, you’ll need to have an outbound CallerID setup. Outbound CallerIDs are set on a department by department basis. Your CallerID can be your company’s main number, a department or brand specific number, or anything you like. […]
One of the most powerful automations in FuseDesk is the ability to run automation on inbound emails. Let’s review how to set up email rules: In Preferences, go to Email Rules. Click Add New Rule at the bottom. Select Conditions as desired. Ie: Subject – subject line contains Refund Select Actions as desired. Ie: Assign [...]
We have several alerts and types of notifications you can customize within FuseDesk making it easier than ever to stay on top of all cases and ensure your support team is doing the same! Go to Preferences, and then Notifications will be located toward the bottom of that page. From here you can customize the [...]
Find out how well you are taking care of your customers by asking them directly using the rating and feedback system within FuseDesk. Enable and customize the rating and feedback settings in your department editor in a few simple steps: Go to Preferences, then Departments. Ratings and Feedback will be located toward the bottom of [...]
When you take a case, it's immediately assigned to you in your default department. You can adjust your default department by click on Preferences and then adjusting your default department there. If at any time you want to take a case to a different department than your default department, simply Assign the case to yourself [...]
In FuseDesk, individual cases can have Case Tags which allow you to track cases on a given topic. Case Tags in FuseDesk are different from Contact Tags in Infusionsoft as Case Tags are applied to individual cases whereas Infusionsoft Tags are applied to Contacts. Suppose a customer emails you with a glowing testimonial. You might [...]
To configure your departments, click on Preferences on the left hand side and then Departments. Note: You must be an admin to modify your department settings. If you have multiple departments, you’ll be able to choose the default department for new reps up top. Next, you’ll see a list of your departments and who is [...]
To view when a case status changes, edit your (or another rep's profile) and under Permissions, change the Show Case Log option to Yes. This will show full case status change history on a case, which is really helpful to see who's closed a case, when a case was reopened, and more. Now you no [...]