Help centre
How to use GoDesk, step by step. Search every guide, or start with your role.
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Your first day in GoDesk
A one-page quick start for new agents: sign in, find your way around, get your phone ready, take your first call, wrap it up and end the day. Each part points to the guide that covers it in full.
Read guide →Agent guidesSigning in and your status
Activate your account, sign in, check in, take breaks and check out. Your status decides whether calls and chats can reach you.
Read guide →Agent guidesNext up: your work in order
Next up is one list of everything you should do next: call-backs, missed calls, tickets, tasks and more. The most urgent is always at the top.
Read guide →Agent guidesAnswering calls and wrap-up
Get your phone ready, answer and make calls, use mute, hold and transfer, call back missed calls, and finish every call with a wrap-up.
Read guide →Agent guidesChats, WhatsApp and email
Take a chat, reply with quick replies and knowledge, send files, pass a chat on and close it when you are done.
Read guide →Agent guidesWorking on tickets
Find the tickets that are yours, write to the customer or to your team, change the status and resolve a ticket.
Read guide →Agent guidesTasks and call-backs
See what is due today and what is late, keep the call-backs you promise, and finish each task with its outcome.
Read guide →Agent guidesContacts and customer history
Find a customer, read their history, save a new caller during a call and keep their details right.
Read guide →Supervisor guidesThe Floor: live view, listen, whisper and join
See what every agent is doing right now and who is waiting, close the lines in an emergency, act on team alerts, and listen to, whisper to or join a live call from your own GoDesk Voice phone.
Read guide →Supervisor guidesThe wallboard
Turn a GoDesk dashboard into a full screen wallboard with live queues, agents and today's figures, share it with the right people, and put it on a screen for the whole floor.
Read guide →Supervisor guidesQueues and service levels
Decide who takes calls and chats in each queue, move people between queues, and watch service levels for calls, chats and tickets.
Read guide →Supervisor guidesQuality reviews
Set up scorecards, choose calls, chats and emails to review, score them, share the result with the agent, decide disputes and follow up with coaching plans.
Read guide →Supervisor guidesWorkforce: shifts, breaks and adherence
Know how your agents check in and take breaks, approve break requests, keep shifts, the roster and leave up to date, watch staffing and check adherence.
Read guide →Supervisor guidesReports for supervisors
Use the standard reports for calls, queues, chats, contact outcomes, availability and tickets, open and download the records behind any number, check your team's calls in the Calls list, and build and share your own reports.
Read guide →Supervisor guidesManaging your team day to day
Read the alerts at the top of your screen, check your team's calls, reassign tickets, conversations and tasks, chase late callbacks, hand work over and see GoDesk as one of your agents sees it.
Read guide →Supervisor guidesService reports for your client organisations
Show a business client how you performed against the targets they are held to: tickets raised and resolved, first reply and resolution within target, and missed targets for a period, shared as a link or a PDF.
Read guide →Supervisor guidesContact outcomes: what each call and chat led to
See for every channel how many calls and conversations led to a ticket, an opportunity, first-contact resolution, or nothing at all, open the ones behind any number, and download them.
Read guide →Administrator guidesSet up your workspace and get your team running
The order that works for setting up a new contact centre workspace, from company details to a first test call, with where each setting is and which guide covers it.
Read guide →Administrator guidesCompany details, region and opening hours
Tell GoDesk who you are and when you work: your company profile, logo and brand colour, country, currency and time zone, and the opening hours and holidays your service targets and phone lines follow.
Read guide →Administrator guidesPeople, teams and roles
Add the people who use your workspace, get them signed in, group them into teams and decide what each role can open, change and see.
Read guide →Administrator guidesPhone lines and the softphone
Give each person a phone line, make sure their browser phone signs in, and use the phone line check to test, repair and troubleshoot a line.
Read guide →Administrator guidesQueues and call routing
Create your queues, choose who works in each one and on which channels, link a queue to a phone queue on GoDesk Voice so calls ring the same people, choose how calls ring, and set the targets and missed-rings rule used to judge queue calls.
Read guide →Administrator guidesCall outcomes and after-call work
Set up the call outcomes (dispositions) agents pick at the end of a call, what each one demands, the wrap-up time and rules, the messages sent after an outcome, and the scripts agents read on calls.
Read guide →Administrator guidesThe agent workspace: focus, Next up and after a call
Shape the screen your agents work from: what the floor does, what feeds Next up and in what order, what the start screen shows, what happens after a call, and the one-click actions and callback times. Set it once for the workspace, or differently for each team.
Read guide →Administrator guidesSetting up contacts and organizations
Decide what your team records about people and organizations: the new-contact form, the kinds of contact you deal with, tags, how people are linked, and organization types and roles.
Read guide →Administrator guidesConnecting WhatsApp, SMS, email and web chat
Connect the channels customers use to reach you, put GoDesk web chat on your website and limit it to your own sites, and get your WhatsApp templates ready.
Read guide →Administrator guidesTicket statuses, SLAs, routing and automations
Set up the stages tickets move through, how tickets are handled and shared out, the response and resolution targets you promise, escalation, routing rules for incoming conversations, and the messages GoDesk sends customers by itself.
Read guide →Administrator guidesPipelines, lead sources and QR codes
Set up your sales pipelines, connect the places leads come from, decide who gets each lead and what happens straight away, send an automatic reply, and print QR codes that count every scan.
Read guide →Administrator guidesReports, custom reports and dashboards
Decide who sees reports, use the standard reports, build your own report and share it with roles, and set up the dashboards and landing page each role and team sees.
Read guide →Administrator guidesSign-in security and support access
How long sign-ins last, how passwords and sign-in emails are changed and reset, what happens when you remove someone, where changes are recorded, and how GoDesk support can help your people with your permission.
Read guide →Administrator guidesModules and your plan
What is always included in GoDesk, which add-on modules your workspace can have, how plans and agent seats work, what people see when a module is not included, and how to ask for more.
Read guide →Administrator guidesYour support form and customer self-service
Put a support form on your website that asks the right questions for each kind of request, takes files, and gives every customer their own page to follow and reply to their requests.
Read guide →Administrator guidesDirectory sign-in with Active Directory or LDAP
Let staff sign in with their organisation account, give roles and teams from directory groups, and remove access automatically when someone is disabled in the directory.
Read guide →WhatsApp / Business owners and administratorsStart here: your WhatsApp journey
The whole WhatsApp onboarding journey on one page: what to prepare, the steps in order, rough timings and who does what.
Read guide →WhatsApp / Business owners and administratorsCreate your Meta Business portfolio
Set up or reuse the Meta Business portfolio (formerly Business Manager) that will own your WhatsApp account, with the right administrators and business details.
Read guide →WhatsApp / Business owners and administratorsVerify your business with Meta
What Meta business verification is, when you need it, which documents to prepare and the common reasons a submission is rejected.
Read guide →WhatsApp / Business owners and administratorsChoose and prepare your phone number
Pick the right number for WhatsApp: a new number, one on the WhatsApp or WhatsApp Business app, or one with another provider, plus the code and your two-step PIN.
Read guide →WhatsApp / Business owners and administratorsDisplay name and business profile
Choose a WhatsApp display name that Meta will approve, fill in your business profile, and know what to do if the name is rejected.
Read guide →WhatsApp / Business owners and administratorsHand over to GoDesk to connect your number
When you are ready to hand over your WhatsApp setup to GoDesk, how to do it, what GoDesk does and how you know your number is live.
Read guide →WhatsApp / Business owners and administratorsMessage templates and approval
What WhatsApp message templates are, the three categories, how to write templates Meta approves, and where to create and sync them in GoDesk.
Read guide →WhatsApp / Business owners and administratorsThe 24-hour window, limits and costs
How WhatsApp’s 24-hour customer service window works in GoDesk, messaging limits and quality rating, and how Meta’s charges and GoDesk’s fee work.
Read guide →WhatsApp / Business owners and administratorsWhatsApp onboarding FAQ
Answers to the common WhatsApp onboarding problems: rejected verification or display name, number already registered, missing codes, rejected templates and delivery issues.
Read guide →Zoho / AdministratorsInstall and set up GoDesk for Zoho
Connect PhoneBridge, enable agents, pair extensions and install GoDesk Phone in Zoho CRM.
Read guide →Zoho / AgentsMake and receive calls in Zoho CRM
Sign in, call from a customer record, answer incoming calls and save useful notes after the conversation.
Read guide →Zoho / Agents and administratorsZoho calling FAQs and troubleshooting
Resolve click-to-call, audio, user mapping and call logging problems, with answers about browsers and mobile access.
Read guide →Zoho / IT teamsBrowser and network requirements for Zoho calling
Prepare desktop browsers, microphone access and the GoDesk Voice network connection for calls inside Zoho CRM.
Read guide →Zoho / AdministratorsDisconnect and uninstall GoDesk for Zoho
Remove the PhoneBridge connection and CRM phone extension, and understand what happens to call records and recordings.
Read guide →Zoho / AdministratorsZoho permissions, call data and recordings
Understand the PhoneBridge permissions, extension pairing, call reporting and optional recording links before connecting.
Read guide →Zendesk / Zendesk administrators and support managersHow calls are logged in Zendesk
Which ticket each call goes on, what the call record shows, how missed calls and recordings work, and how to avoid logging a call twice.
Read guide →Zendesk / Support agents and GoDesk administratorsZendesk tickets during calls in GoDesk CRM
For teams that work in GoDesk CRM: see a caller’s Zendesk tickets during a call, choose the ticket to log the call on, and decide which calls reach Zendesk.
Read guide →Zendesk / GoDesk administrators and Zendesk administratorsConnect Zendesk to GoDesk CRM
Connect your Zendesk account to GoDesk CRM, match agents, groups and statuses, and bring in your customers and ticket history.
Read guide →Zendesk / Zendesk administrators, data protection and IT teamsZendesk permissions, data and recordings
What GoDesk can access in Zendesk, what it stores, what it sends to Zendesk, and how recordings are shared.
Read guide →Zendesk / Zendesk administrators and GoDesk administratorsDisconnect GoDesk for Zendesk
Stop calling inside Zendesk, stop the sync, or remove GoDesk from Zendesk completely, and what happens to data already exchanged.
Read guide →Zendesk / Zendesk administrators, support managers and agentsZendesk calling and sync: FAQs and troubleshooting
Answers to common questions and what to do when you see a message from GoDesk for Zendesk.
Read guide →Zendesk / GoDesk administrators and support managersHow the Zendesk sync works
What travels between GoDesk CRM and Zendesk, how often, how private notes and closed tickets are handled, what happens when both sides change, and what the sync does not cover.
Read guide →Zendesk / Support agentsMake and receive calls in Zendesk
For agents: sign in to GoDesk Phone in the Zendesk top bar, answer calls with the caller’s ticket already open, and call customers from tickets.
Read guide →Zendesk / Business owners, Zendesk administrators and support managersGoDesk for Zendesk: overview
What GoDesk adds to Zendesk: business calls inside Zendesk with every call logged on the ticket, and an optional sync that keeps tickets and customers in step between GoDesk and Zendesk.
Read guide →Zendesk / Zendesk administrators and IT teamsRequirements for GoDesk for Zendesk
The Zendesk plan, Talk Partner Edition, administrator access, browser and microphone settings you need before setting up GoDesk for Zendesk.
Read guide →Zendesk / Zendesk administrators and GoDesk Voice administratorsSet up calling in Zendesk
Connect Zendesk in the GoDesk Voice panel, install GoDesk Phone in the Zendesk top bar, match agents to extensions and choose how calls are logged.
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Guides for your role, in order.
A short series of guides for each role, in the order you need them.
Agent guides
Sign in, take calls and chats, wrap up properly and keep every customer promise.
Open agent guides 9 GUIDESSupervisor guides
See the floor live, coach with listen and whisper, manage queues, quality, shifts and reports.
Open supervisor guides 16 GUIDESAdministrator guides
Your workspace, people, phone lines, channels and rules ready for go-live.
Open administrator guidesSet up and connect.
WhatsApp setup with Meta, GoDesk in Zoho and Zendesk, and training for your team.
Set up WhatsApp
Register your business with Meta, get your number approved and hand over to GoDesk.
Open ZOHOZoho guides
Install GoDesk for Zoho, call from Zoho CRM, permissions, network and removal.
Open ZENDESKZendesk guides
Calling inside Zendesk, call logging and keeping tickets in step with GoDesk.
Open TRAININGTraining and live sessions
Live webinars, recorded sessions and how training fits your rollout.
Open