We have several alerts and types of notifications you can customize within FuseDesk making it easier than ever to stay on top of cases and chats ensuring your support team is doing the same! Go to Preferences (the pencil icon by your name in the top left) and then Notifications will be located toward the Keep Reading...
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 Keep Reading...
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 Keep Reading...
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 Keep Reading...
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 Keep Reading...
To edit support reps, visit the Support Reps page, and click on a rep to edit their profile Note that you’ll need to be an Infusionsoft or FuseDesk admin in order to view or edit support reps. On a rep’s profile, you can easily click to edit their profile in Infusionsoft, including their email address Keep Reading...
You can easily restrict which cases a rep can work with by editing their permissions. Note that this is available on Pro and Enterprise accounts only. From your preferences page, click on Support Reps to view a list of your reps in FuseDesk. Next, click on a rep’s name to edit their profile. Scroll down Keep Reading...
For security reasons, some pages in FuseDesk require you to be an Administrator. If a rep is an admin in Infusionsoft, they’ll automatically be an admin in FuseDesk, too. You can also manually set a rep as a FuseDesk admin from the Support Reps page. To make someone an Admin in Infusionsoft: Keep Keep Reading...
When you’re creating an Infusionsoft email template to use in FuseDesk, you can add in merg fields for the current rep, so the email can come from a rep, be signed by a rep and more. Currently, we support each rep’s name and signature. Specifically, ~LoggedInUser.FirstName~, ~LoggedInUser.LastName~, and ~LoggedInUser.Signature~. Where might you use these fields? Keep Reading...
To modify which reps are in a given department, go to your Department Options. If you have multiple departments, you can select the default department for new reps up top. Click on a department name to edit it's settings and then choose whether to include ALL current and future reps in a given department, or Keep Reading...