How to use GoDesk.
Guides for every role.
Step by step guides to the GoDesk screens, for agents, supervisors and administrators. Follow them in order on the training paths, or search for the task you need.
Work your day in GoDesk.
Signing in and your status
How to activate your account, sign in to your workspace, check in, take breaks and check out, and what each status means for the calls and chats that reach you.
Read guide AgentsNext up: your work in order
Next up puts your call-backs, missed calls, due tickets, deals, promises and tasks in one list, most urgent first, so you always know what to do next.
Read guide AgentsAnswering calls and wrap-up
Use the phone in your browser to answer and make calls, see who is calling, use mute, hold, keypad and transfer, and finish each call with an outcome, notes and a call-back time when needed.
Read guide AgentsChats, WhatsApp and email in the Inbox
Handle web chat, WhatsApp, SMS and email conversations in one Inbox: claim them, reply with quick replies and knowledge articles, attach files, transfer and resolve.
Read guide AgentsWorking on tickets
Find your tickets, reply to customers or add internal notes, keep an eye on due times, change status and owner, and use macros and internal actions.
Read guide AgentsTasks and call-backs
Find your tasks, work through campaign call lists, keep the call-backs you promise, and record an outcome that closes each task.
Read guide AgentsContacts and customer history
Find a customer, see their conversations, tickets and deals, keep their details up to date, and work with organisations.
Read guideRun your team in GoDesk.
The Floor: live view, listen, whisper and join
See what every agent is doing right now, who is waiting, and listen to, whisper to or join a live call from your own GoDesk Voice phone.
Read guide SupervisorsThe wallboard
Turn any GoDesk dashboard into a full-screen wallboard with live queues, agents and today's figures, and put it on a screen for the whole floor.
Read guide SupervisorsQueues and service levels
Who takes calls and chats in each queue, how to move people between queues, and where to watch service levels for calls, chats and tickets.
Read guide SupervisorsQuality reviews
Score calls, chats and emails against a scorecard, share the result with the agent, handle disputes and follow up with coaching plans.
Read guide SupervisorsWorkforce: shifts, breaks and adherence
Set shifts and the roster, record leave, approve breaks, keep teams staffed and check adherence, and know what GoDesk does when a shift ends.
Read guide SupervisorsReports for supervisors
The standard reports for calls, queues, IVR, chat and email, agent availability, tickets and more, how to filter and download them, and how to build and share your own.
Read guide SupervisorsManaging your team day to day
See your team's work, reassign tickets, conversations and tasks, chase late callbacks, hand work over and view GoDesk as one of your agents sees it.
Read guideSet up and run your GoDesk workspace.
Company details, branding and business hours
Set up who you are and when you work: your company profile, logo and brand colour, country, currency and time zone, business hours schedules and holidays.
Read guide AdministratorsPeople, teams and roles
Add the people who use your workspace, send or resend their activation link, change a sign-in email, remove access, group people into teams and decide what each role can see and do.
Read guide AdministratorsPhone lines and the softphone
Give people a phone line, make sure their browser phone can sign in, and use the Phone line check to test a line, see recent sign-in attempts and repair a broken login.
Read guide AdministratorsQueues and call routing
Create queues, choose who works in them and which channels each person takes, link a queue to a phone queue so calls follow the same list, choose how calls ring, and set the targets used in queue reports.
Read guide AdministratorsConnecting WhatsApp, SMS, email and web chat
Connect the channels customers use to reach you, what each one needs, and how to put GoDesk web chat on your website and limit it to your own sites.
Read guide AdministratorsTicket statuses, SLAs, routing and automations
Set up the stages tickets move through, the response and resolution targets you promise, escalation, routing rules for incoming conversations, the messages GoDesk sends by itself, and the call outcomes agents pick at wrap-up.
Read guide AdministratorsPipelines, lead sources and QR codes
Set up your sales pipelines, connect the places leads come from (website forms, social lead ads, other systems), decide who gets each lead and what happens straight away, and print QR codes that count every scan.
Read guide AdministratorsSign-in security and support access
How long sign-ins last, how passwords 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 AdministratorsReports, custom reports and dashboards
The standard reports in GoDesk, how to build your own report and share it with roles, how downloads work, and how to set up dashboards and the landing page each role sees.
Read guide AdministratorsModules and your plan
What is always included in GoDesk, which add-on modules your workspace can have, how plans and agent seats work, what you see when a module is not included, and how to ask for more.
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