Help By Screen

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Organized Help Documentation organized by app screen

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...

Average of Averages in Reports

Many FuseDesk reports average data in a period of time for you, for example, the average first response time per week or the average case rating per month. At the top of reports that average data, we'll show you the Average of the Average in the report legend. It's important to note that an Average Keep Reading...

Configuring Inbound Phone Calls with Twilio in FuseDesk

Ready to receive phone calls from your prospects and customers right in FuseDesk? With inbound phone call handling for FuseDesk, you can not just make outbound phone calls from FuseDesk, but also receive them right in your FuseDesk app! To get started, you'll want to connect Twilio under Chat Settings in FuseDesk. Once you've added Keep Reading...