Organized Help Documentation organized by app screen

How do I connect FuseDesk to Twilio?

Ready to link up Twilio so you can reply to SMS chats right in FuseDesk? In FuseDesk, click into Chat Settings under Settings and then click Create New on the Twilio tile. You'll need your Account SID as well as your Auth Token both of which you can find in your Twilio Console. After you've Keep Reading...

View Recently Closed Chats

By default, when you're viewing your list of chats, we show you unassigned and active chats. If you're looking for a recently closed chat, however, you can click on the View Recently Closed Chats link at the bottom of the chats list. This will quickly show you all chats that were recently closed!

How Can I Attach Files to a Case?

You can easily attach files, images, documents, and other attachments to a case in FuseDesk right from the case view. Attaching a File to a Case While viewing a case, click to Add a Note and then click Attach Files and select your files to attach. Complete your note title and body and then click Keep Reading...

Case Idle Automations

FuseDesk Case Idle Automations are run when a case has been idle for too long. This allows you to, for example, send an automatic follow up reminder to a customer if you're looking for a reply, or automatically close a case after a certain period without any activity. Case Idle Automations require at least one Keep Reading...

Workflow Grouping by Row

When you create or edit a FuseDesk Workflow, you can optionally group your cases into rows. You can group your cases by Rep, Department, Status, or Contact. Grouping your cases in a workflow allows you to further visually organize your cases. For example, if you service clients and have multiple open cases at a time Keep Reading...

Setting up a Sales Pipeline in FuseDesk

You can easily use FuseDesk Workflows to create a Sales Pipeline for your team in just a few quick steps. Head to Workflows and click the Plus button to create a New Workflow. Name your Workflow something like "Sales Pipeline". For Column Field choose Case Tags. For View Filter you'll likely only want the Status Keep Reading...