Start the day
Select Home to open your dashboard. Your administrator may have set a team or supervisor dashboard as your landing page; you can choose another with Make this my home dashboard.
Watch the bar at the top of the screen. As well as your own overdue work, it shows your team's tickets past due, unassigned tickets, overdue tasks, promised callbacks running late, people over their break, short-staffed teams and anyone not checked in. Select an item to open the list behind it. Select the cross to hide the bar until something changes.
Open the Floor (Team, then Floor) to see who is on calls, available or on a break right now.
What you can see
Your role decides how much you see. Your administrator can limit it to your own records, your team's, selected teams, or everything. This applies to lists such as contacts, tickets, opportunities, tasks and calls, and to reports and dashboards.
If you expect to see a colleague's work and cannot, ask your administrator to check your role and which teams you are in.
Reassign tickets
Open Support, then Tickets. Use the views Unassigned, Due soon and All open to find work that needs an owner.
On a ticket, change Owner in the panel on the right. People in the ticket's team are listed first. To move it to another team, change Team, add a reason if you like, then select Move to and the team name.
To change many tickets at once, tick them in the list. Use Give to, Status, Priority or Move to team in the bar that appears. This needs the bulk permission, which supervisors have by default.
Transfer conversations and reassign tasks
In a conversation, select the More button (three dots) at the top, then Transfer. Choose a queue (the next free agent takes it) or a colleague; each shows how many chats they have. Add a note for the next person if you like, then select Transfer.
Routing history in the same menu shows who the conversation was offered to and why it moved on.
In Tasks, select Team Tasks to see your team's work, and the Overdue or At Risk views to find what is slipping. Open a task, select Edit, and change Assign to or Team.
Callbacks that are running late
When an agent promises a campaign callback, GoDesk reminds them 2 minutes before. If it has not been made 10 minutes after the time, it goes to the team so anyone on the campaign can take it. After 15 minutes, supervisors who manage campaigns are alerted and it shows in the bar at the top as promised callbacks running late.
On a dashboard, the list Missed callers to call back shows queue callers nobody has called back. Select Call back to ring them, or Done if they were reached another way. Callback requests from a phone queue can be called with Call now or removed with Cancel.
Hand work over
Select Team, then Handover. It lists agents with unfinished work, with counts such as unanswered, SLA, tickets, at risk, callbacks and tasks.
Open an agent to see their conversations, tickets and tasks. Select Apply handover policy to do what your workspace's policy says, or tick items and select Return selected to queue, or choose someone in Reassign to and select Reassign.
Show handover history lists what was moved, by whom and when. Only administrators can change the policy itself.
View as one of your agents
When an agent says something looks wrong, you can see GoDesk exactly as they do. Select the help menu (the lifebuoy icon next to your name at the bottom of the menu), then View as someone.
Choose the person and say why, then select View as and their name. A new tab opens with their menus, queues, dashboards and records. Nothing can be changed or sent from it, it ends after an hour, and it is recorded with your reason. Select End view when you are done.
Supervisors can view as the people in their teams. If you are not in a team, you can view as anyone below supervisor. This option appears only if your role allows it.
If something does not work
You cannot change an owner, or the bulk bar does not appear: your role may not allow it. Ask your administrator.
A person is missing from Reassign to or Transfer: they may be inactive or not in the right team or queue. Check with your administrator.
Something looks broken: select Report a problem in the help menu. It sends a screenshot and details to GoDesk support. You can also email help@godesk.co.ke.
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