FuseDesk logins linked to an Infusionsoft ID are handled completely by Infusionsoft. When your password expires in Infusionsoft, you'll need to reset it directly in Infusionsoft. FuseDesk Only Rep logins that login directly to FuseDesk without an Infusionsoft ID need to create a new password every 90 days. This follows both industry best practices and [...]
You can invite anyone to be a rep in FuseDesk even if they don't have an Infusionsoft Seat when you're on a FuseDesk Enterprise plan. Simple head to Support Reps under Settings and click on Invite New User. Enter in your team member's name and email and click on Send Invitation!
Every FuseDesk Rep on a Lite or PRO plan needs to have an Infusionsoft login, specifically an InfusionsoftID with access to your Infusionsoft application. FuseDesk Enterprise Plans can invite any rep to login to FuseDesk even if they don't have an InfusionsoftID. Logging in with an InfusionsoftID allows the emails that you reps send in FuseDesk, [...]
If you have multiple product lines or brands within your business, you can setup FuseDesk Departments to keep your cases organized, your team specialized, reporting separate, and branding intact. For product lines, you might have your departments setup as Product Support, Events, and Membership. For brands, you might have a department each for ABC Widgets, [...]
When you add a new user to Infusionsoft so they can log into FuseDesk and handle your help desk support tickets, you'll have the option of setting User level permissions in Infusionsoft. For the most part, the user level permissions in Infusionsoft don't impact FuseDesk. Everything FuseDesk does is via the Infusionsoft API which doesn't get restricted [...]
By default, emails from FuseDesk come from your team members' name but your support email address, for example "Alice Smith" <support@yourcompany.com> so that in your customers' inbox, they see Alice Smith, but the reply goes back to support and into FuseDesk. This setup allows you to centralize all support emails in FuseDesk while maintaining a [...]
Join us for a short walk down Kaizen Road where we'll explore a recent journey we had in rolling out new case queue stats... One of our core values is Kaizen, the practice of Continual, Never Ending, Improvement. When we train customer support teams and managers, we often talk about the reports that matter most being [...]
Instantly see where your team members are in FuseDesk and what they're up to with our new live in-app presence! Wherever you are in FuseDesk, if a colleague is looking at the same page you are, you'll see their face at the top of the screen. Additionally, if you're looking at a case queue, you'll [...]
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 [...]
With Campaign Builder you can create and open cases via an HTTP post that will feed right into FuseDesk. Just follow these steps: In Campaign Builder, create a new campaign, name and save it. You can add a Welcome email, Apply tags, etc. Then, grab HTTP Post under Process. In Post URL enter https://YOURAPPNAME.fusedesk.com/api/v1/cases Under [...]
