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...
You can easily restrict which cases a rep can work with by editing their permissions. Note that this is available on Pro and Enterprise accounts only. From your preferences page, click on Support Reps to view a list of your reps in FuseDesk. Next, click on a rep’s name to edit their profile. Scroll down Keep Reading...
If you'd like to see which reps have logged in, which reps have been deactivated, or invite a rep to log into FuseDesk, visit your Support Reps page under Settings. On this page you may see two or three groups of users. Active Reps The Active Reps up top shows you all users who have active Keep Reading...
When an email comes into your FuseDesk account, if it’s not part of an existing case and it’s not a generic auto-response, you have the option of running the email through Automations that you create to decide how to handle the email. If you’re an Administrator for your account, click on over to Automations under Settings Keep Reading...
Utilizing multiple departments has three great advantages: You can have department specific templates, i.e. a different reply address and footer allowing you to "brand" different departments or product lines. (think VIP support phone number, different membership site, direct billing phone number, etc...) You can choose which reps are in each department to allow them to Keep Reading...
Action Sets are created directly in Infusionsoft and not in FuseDesk. To Create an Action in Infusionsoft: Log into Infusionsoft and click on the Infusionsoft logo up top Under the CRM column, click on Settings Under Contact & Company Settings on the left, click on Action Sets Click on Add an Action Set in the top Keep Reading...
For security reasons, some pages in FuseDesk require you to be an Administrator. If a rep is an admin in Infusionsoft, they’ll automatically be an admin in FuseDesk, too. You can also manually set a rep as a FuseDesk admin from the Support Reps page. To make someone an Admin in Infusionsoft: Keep Keep Reading...
If you use Stealth Seminar to run your automated webinars, you can configure the "live chat" to send you questions via email. When you do so, if you set those questions up so that they are emailed to a support address that comes into FuseDesk, we'll read them, link them up to the right contact and Keep Reading...