Organized Help Documentation organized by app screen

Call Disposition Reporting in FuseDesk

How many of your incoming calls get through to one of your team members? How often do they go to voicemail because no team members are online or available? Now you can find out in your FuseDesk Call Disposition report! You'll find your new Call Disposition report under the Call category in Reports. Incoming calls Keep Reading...

High/Medium/Low Case Priority in FuseDesk

If your team is used to organizing your cases by case priority, you can organize your cases in FuseDesk in much the same way. To assign a High, Medium, Low Priority to a case, you'll simply assign a Case Tag. You can even create your own custom Priority case tags on the fly right from Keep Reading...

Setting Chat and Call Availability in FuseDesk

As a rep, you can set yourself to be available for chat and or calls right from the sidebar in FuseDesk. Next to your name, click the Chat icon to enable or disable chat availability. Click the Phone icon to enable or disable chat availability. When unavailable for chats or calls, you won't be notified Keep Reading...

Live Chat First Question Asked Reporting

What are you website visitors most often reaching out to your team about on Live Chat? Find out in our First Question Asked report in FuseDesk. From Reports choose First Live Question Asked from under Chat reports. This will show you all messages sent by website visitors before your team responded. You then have one-click Keep Reading...

What are Case Tags?

In FuseDesk, individual cases can have Case Tags which are helpful in 3 ways. First, organizationally, case tags let you organize your cases so at a glance you can see what your cases are about right from a Case Queue. In your Workflows, you can even organize your cases into Workflow stages or columns based Keep Reading...

Managing Blocked Numbers, Emails, and Visitors

FuseDesk allows you and your team to easily block specific phone numbers, emails, countries, IP addresses, and more from creating new live chats or cases in your app. When a new message, chat, SMS, or email, etc. comes, we check all of your blocks to see if there are any matches, and if so, immediately Keep Reading...

Draft Emails, Note, and Templates

Ever start replying to a case and then get pulled away by something else? Or start writing a note on a case before heading somewhere else to look up a related case? Fear not! Your hard work is easy to find again with Drafts in FuseDesk! FuseDesk automagically saves your unsent email drafts, unsaved notes, Keep Reading...

Keyboard Shortcuts and Hotkeys in FuseDesk

Calling all Power Users! Step up your game with Keyboard Shortcuts (aka "Hotkeys") in FuseDesk. Navigating around your FuseDesk app is a breeze with our keyboard shortcuts. Click the ( ? ) Help Icon in the top right of any FuseDesk page and we'll show you what keys are available for the view that you're Keep Reading...