Team & Settings

SLAs

How an SLA policy is built from a scope and one target metric, what counts as a first response, how the business hours pause works, which conversations are excluded from measurement, where breaches and attainment show up, and how to pick thresholds you can actually hit.

Inviting your team

How to invite colleagues by email, the difference between a User and an Admin, what happens when someone accepts, why nobody ever gets a password, how long an invitation lasts, and what to set up once they are in.

Workspaces

Run several brands as one: each keeps its own AI, markets and channels, while your agents work every brand from one board, share departments, squads and access rules, and compare brands side by side.

Departments

What a department is, how the AI places every new ticket in exactly one, what happens when it is unsure, how a person moves a ticket, and how departments differ from squads.

Squads

What a squad is, how to create one, and the five things squads actually change: the helpdesk sidebar drill-down, routing eligibility, flow mode, phone call transfers and alert audiences.

Capabilities

How access rules decide which conversations an agent can see, be served and be assigned: the four dimensions, the three enforcement modes, why several rules widen rather than narrow, and the difference between a rule on a user and a rule on a squad.

CSAT

How the satisfaction survey works, the five-point scale customers see, every case where a survey is deliberately not sent, how to word and translate the survey, picking the delay after close, and how to read the results without fooling yourself.

Business Hours

Where to set your opening hours and timezone, how per-market hours override the team default, what actually uses them (phone routing, IVR and SLA deadlines), what they deliberately do not do, and the traps around overnight shifts and holidays.

Markets

What a market is, the four ways a conversation gets assigned to one, everything a market changes (brand name, language, opening hours, reply address, help center), how to write assignment rules that hold, and the habits that keep a multi-country setup from drifting.