By default, emails from FuseDesk come from your team members' name but your support email address, for example "Alice Smith" <[email protected]> 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 Keep Reading...
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 Keep Reading...
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 Keep Reading...
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 Keep Reading...
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 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...
If you're logging into FuseDesk directly and not authenticating with your CRM (like Infusionsoft), click on the Reset My Password link on the FuseDesk Login form to get a password reset link sent to you via email. Simply click the link in the password reset email and create a new password to login! You can 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...
