Modules and your plan

How GoDesk is licensed

GoDesk is licensed per workspace. Your workspace has a set of add-on modules and a number of agent seats, chosen with GoDesk when you sign up.

GoDesk switches add-ons on and off for you. The check happens on GoDesk's servers, not just in the screens, so a module that is not included cannot be reached by any route.

Always included

Every workspace has contacts and organisations, tasks, the calendar, the files library, reports and dashboards, automatic messages and Settings, including people, teams and roles.

Add-on modules

Omnichannel inbox: WhatsApp, email, SMS, web chat and chat queues. Support desk: tickets, SLAs, categories and escalation. Sales: opportunities, pipelines and lead capture. CPQ: products, quotes and invoices.

Voice & contact centre: the softphone, call queues, IVR and wallboard. Outbound campaigns & dialer. Message campaigns: bulk SMS, WhatsApp and email. Collections: accounts, promises to pay, payments and portfolios.

Knowledge base. Surveys: CSAT and NPS. Quality: scorecards, reviews and coaching. Workforce management: check-in, breaks, shifts and adherence.

Some add-ons need another one first: CPQ needs Sales, Outbound campaigns needs Voice & contact centre, and Collections needs Outbound campaigns.

Plans

Plans are starting points that bundle add-ons for a kind of team. GoDesk can add or remove single add-ons on top of any plan.

Inside sales: Sales, CPQ, Voice & contact centre, Outbound campaigns, Message campaigns and Knowledge base.

Customer support: Support desk, Omnichannel inbox, Knowledge base and Surveys.

Collections agency / lender: Collections, Outbound campaigns, Voice & contact centre, Message campaigns, Omnichannel inbox, Workforce management, Quality and Knowledge base.

Contact centre (everything): every add-on listed above.

Agent seats

Each active person in your workspace takes one agent seat, whatever their role, with two exceptions: collaborators (people who only work on tasks, such as field sales or branch staff) and super admins take no seat. GoDesk support sessions take no seat either.

When every seat is in use, GoDesk will not add another active person and tells you so. Remove someone who has left, add the person as a collaborator if they only need tasks, or ask GoDesk for more seats.

What you see when a module is not included

Modules your workspace does not have are left out of the menu, out of Settings, and out of the Permissions and Roles pages. The agents' start screen and the report builder only offer what your plan includes, and a dashboard widget for a missing module shows Not shown: this workspace doesn't have that module.

If someone follows an old link to a page they cannot use, they see Access restricted. The same page appears when the module is included but their role does not have access to it. To tell the two apart, open Settings, Permissions: if the module is listed there, your plan includes it and you can switch it on for the role.

Asking for a module or more seats

Email GoDesk at help@godesk.co.ke with your workspace address and the add-on or number of seats you would like. GoDesk will confirm the change with you and switch it on.

Nothing needs installing. Once switched on, the module appears within a few minutes for the roles that have access, once people refresh GoDesk or sign in again. Check Settings, Permissions to choose which roles get it.

Connections to Zoho and Zendesk have their own guides: see the GoDesk for Zoho guides at /knowledge-base/zoho/ and the GoDesk for Zendesk guides at /knowledge-base/zendesk/ in the knowledge base.

If something does not work

If a module you have asked for is still missing after a refresh, check Settings, Permissions for the person's role, then email GoDesk support at help@godesk.co.ke with your workspace address and the module name.