How sign-in works
Each person signs in at your workspace's own address with their email and password. Passwords must be at least 8 characters.
A sign-in lasts at most 30 days. It also ends if it has not been used for 7 days. After that, the person simply signs in again.
Repeated sign-in attempts from the same place are slowed down, to make guessing passwords harder.
Changing a password
Anyone can change their own password from their profile under Change Password. They must enter their Current Password, then the new one twice. The new password must be different from the current one.
When the password changes, the person's other sign-ins (other browsers, other computers) end. The browser they are using stays signed in.
Forgotten passwords and resets
On the sign-in page, Forgot password? emails a link to set a new password. The link works for one hour.
As an admin, you can send someone a fresh link from Settings, Agents under Users & access: select the key icon (Reset password), then Send reset email.
Sending a link does not sign anyone out. Once the new password is set, every sign-in that person had ends, so anyone using an old password is shut out.
Removing access
Deleting someone from the Agents page signs them out of every browser and device at once. Do it on their last day.
Changes to which modules a role can open take effect the next time people sign in.
If someone may have shared their password, send them a reset link and ask them to set a new password straight away. That ends all their existing sign-ins.
Where changes are recorded
In Settings, open Change history under System to see who changed which setting and when, for SLA policies, call outcomes, routing rules, ticket statuses and task types. Filter by type and open an entry to see what it looked like.
In Settings, Support access under Users & access lists Who viewed as whom: every time someone viewed your workspace as another person, with when, who, why, and any changes that were refused.
GoDesk support access
In Settings, open Support access under Users & access. It is allowed by default, so that when an agent says they cannot make a call, GoDesk support can check their computer's connection, browser and phone without a visit, and see their workspace exactly as they see it.
A support view is read-only: nothing can be changed or sent, the person's phone and status are not touched, and each view ends after an hour. Every view is listed under Who viewed as whom with its reason, and you can end one early with Stop now.
Choose Not allowed, For 1 day, For 7 days, For 30 days or Always. If you switch support access off, GoDesk support can no longer see or test your people's computers, browsers and connections, and finding those problems becomes your team's job.
Your own admins and supervisors can always view as the people they manage, read-only, from Help at the bottom of the menu, using View as someone. Whether a role can do this is the View as capability in Settings, Roles.
Report a problem
Anyone can open Help at the bottom of the menu and choose Report a problem. GoDesk takes a screenshot of their screen (they can leave it out), they say briefly what went wrong, and it goes to GoDesk support with technical details from the browser.
Each report becomes a GoDesk support ticket. You can follow every report your people sent, with its ticket number and progress, under Problems your people reported in Settings, Support access.
For call quality or connection problems, ask people to run Network check from the same Help menu first. They can send its result with their report.
If something does not work
If you think an account has been misused, send that person a reset link at once, or delete the account, then email GoDesk support at help@godesk.co.ke with the person's name and what you noticed.
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