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Enable Help Desk

Turn on Help Desk for the organisation, create a help desk, and link workspaces. Only organisation owners and admins can enable or disable Help Desk.

Step 1: Enable the organisation toggle​

  1. Open a workspace in Engage.
  2. Go to Workspace Settings → Integrations.
  3. Scroll below messaging providers to Help Desk Integration.
  4. Turn the switch on.

The card copy is: Enable the Support module for this organisation. When enabled, workspaces can activate help desks for conversations, inboxes, and ticket routing.

Members see a disabled switch: Only organisation owners or admins can enable Help Desk.

First help desk​

If no help desk exists yet, Conviso asks Create help desk?

  • Yes — enables Help Desk and opens /workspaces/{id}/support for onboarding.
  • No — leaves the switch off.

If a help desk already exists, enabling only turns the module on. You stay on Integrations.

Disable​

Turning the switch off disables Help Desk for the organisation. Users are sent back to Engage.

Step 2: Create your help desk​

Shown when Help Desk is on and the organisation has no help desk yet. Only owners and admins can complete this screen.

  1. Enter a Help desk name (more than one character), for example Main Support.
  2. Select Workspaces that should show the Support chip and share this help desk. The current workspace is pre-selected when it is available.
  3. Click Create help desk.

Support email on this form is optional and is not what activates inbound mail. Connect email later as a channel: Email integration.

If the organisation already has a help desk but this workspace is not linked, Conviso returns you to Engage. Link the workspace instead of creating a second help desk.

A workspace can belong to only one help desk. Linked workspaces are claimed.

From Help Desk Settings (admins/owners):

  1. Open Support → Settings → Workspaces.
  2. Click Add workspace / Link workspaces.
  3. Optionally set a Product name (shown in the widget when more than one workspace is linked).
  4. Unlink removes the Support chip from that workspace. You cannot unlink the last remaining workspace.

When adding or editing a workspace (Help Desk already enabled for the org):

  1. Turn on Enable Support Module (Helpdesks).
  2. Choose Create a new helpdesk or Link an existing organisation helpdesk.
  3. If creating: Helpdesk Display Name (required) and optional Support Email Address.
  4. If linking: pick Existing Helpdesk.

Invite operators​

Help Desk operators are organisation Members assigned to a help desk (and optionally departments). Owners and admins are operators automatically.

From Team Members​

  1. Go to Organization Settings → Team Members.
  2. Click Invite member.
  3. Open the Support (Helpdesks) tab (alongside Engage (Marketing & CRM)).
  4. Select one or more help desks and Assigned Departments.
  5. Send the invite.

Selecting a help desk auto-grants VIEW on that help desk’s connected workspaces.

See Team Members.

From Help Desk Settings​

Settings → Operators (admins/owners):

  • Add Workspace Member — existing org members who are not already operators
  • Invite New User — org invite with the Support tab
  • Per operator: departments, stats, remove

Settings → Departments groups operators for routing.

Live settings (optional)​

Configure these after a channel works:

SettingWhereWhat it controls
Helpdesk nameSettings → GeneralName shown in widgets and emails
Email signatureSettings → GeneralShared helpdesk signature or per-operator signatures
RoutingSettings → Routing & AssignmentLoad balanced, round robin, or manual; keyword / channel rules
First-response SLA & CSATSettings → Metrics & SLAPer-channel first-response targets, CSAT, AI containment target

Owners and admins save SLA and CSAT targets. Home uses first-response breaches for SLA today.

Next steps​

Connect a channel: Web Widget, Email, or WhatsApp.

Best practices​

  • Link only the workspaces that should share the same inbox.
  • Invite operators as Members; do not give everyone Admin just to use Support.
  • Finish one live channel before changing routing and SLA.