A helpdesk enabling businesses to effectively manage and monitor customer inquiries and support tickets across multiple channels.

The MooseDesk helpdesk system comprises two elements:

• Conversation channel
• Ticket and Customers Management

Conversation channel #

In MooseDesk, a conversation channel refers to the various methods through which customers can interact with your support team such as Email, Webform and Help Widget. You can learn to set up webform or Contact Us form here

Email Configuration #

Email configuration is a tab inside of MooseDesk channels settings that allows you to manage your email channels. When you install MooseDesk, you have the option to set a name for your default MooseDesk email [Optional name].moosedesk.com. All the tickets from different channels will be sent and received through this email. You can change that by adding a new email address of your own in the Email Configuration tab.

To access email configuration, navigate to “Settings” > “Channel” > “Email Configuration”. From there you will be able to add and customize your email channels

Explore ways to add new email channels here

Widget #

The Help Widget at the bottom of your page lets customers submit support requests and chat live with agents. Configuring the Help Widget involves:

• Creating and customizing a form for customers to submit support requests or inquiries directly to the MooseDesk helpdesk system
• Engaging in real-time conversations with support agents via Live Chat.

To start customizing your Help Widget, navigate to the “Settings” > “Channel” and then “Customize Widget“

Explore how to add widget to your store

Ticket Management #

In MooseDesk, you can manage your tickets in a tab: Inbox.

A ticket is a customer support inquiry or request logged and tracked within the platform, serving as the main communication point between the customer and the support team to resolve issues or queries.

To access and manage your tickets, navigate to the Inbox. The Ticket tab is the default tab.

Note: The list will be refreshed every 5 seconds

Explore how to use MooseDesk to receive, reply your tickets

Chat management #

The Live Chat feature enables real-time communication between customers and your support team. In addition to tickets, customers can now chat with you directly to resolve their requests promptly. To manage your chat conversations, navigate to the Inbox tab and select ‘Live chat‘ from the Channel dropdown menu. 

Explore how to use MooseDesk to receive, reply your chats

Customer Info Management #

The Customers tab is where you manage and access your Customers’ contact details. You can find the Customers tab from the main app navigation

Explore how to add, import customer into MooseDesk

Support Channels #

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.