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Email
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SMTP
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SMS
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Account
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Guide

Verify Your Email

Enter your email address to get started with InfinityDesk

Company Information

Tell us about your company to set up your workspace

SMTP Configuration

Configure your email settings to send notifications and emails from InfinityDesk

SMS Configuration

Configure your SMS settings to send text messages from InfinityDesk

Create Your Account

Set up your administrator account to access InfinityDesk

Email address is pre-filled from your verification step and cannot be changed.

Welcome to InfinityDesk!

Your account has been created successfully. Here's a comprehensive guide to get you started with all the features:

Dashboard Overview

1
Access Your Dashboard
After logging in, you'll see your personalized dashboard with key metrics and widgets.
2
Customize Your View
Click the "Customize" button to add, remove, or rearrange widgets according to your preferences.
3
Set Date Range
Use the date selector at the top to filter data for specific time periods.

Customer Management

1
Create a New Customer
Navigate to "Customers" > "Add New" to create a customer profile with the following information: 
{
  "name": "John Doe",
  "email": "[email protected]",
  "phone": "+1234567890",
  "company": "Example Corp",
  "address": "123 Main St, City, State, ZIP",
  "notes": "VIP customer - priority support"
}
2
View Customer History
Click on any customer to view their complete interaction history, including tickets, calls, and messages.
3
Import Customers
Use the "Import" feature to bulk-add customers from a CSV file with the required columns.

Ticket Management

1
Create a New Ticket
Navigate to "Tickets" > "New Ticket" and fill in the following details: 
{
  "customer": "John Doe",
  "subject": "Login Issue",
  "priority": "High",
  "category": "Technical Support",
  "description": "Customer unable to login with their credentials",
  "assigned_to": "Support Agent"
}
2
Update Ticket Status
Change ticket status from "Open" to "In Progress" to "Resolved" as you work on it.
3
Add Internal Notes
Use internal notes to communicate with team members without notifying the customer.
4
Automate Ticket Assignment
Set up rules in "Settings" > "Automation" to automatically assign tickets based on category or priority.

Call Management

1
Make Outbound Calls
Navigate to "Calls" > "New Call" and enter the customer's phone number or select from your contacts.
2
Answer Incoming Calls
When a call comes in, a notification will appear. Click "Answer" to connect.
3
Log Call Details
After each call, complete the call log with: 
{
  "customer": "John Doe",
  "duration": "15 minutes",
  "outcome": "Resolved",
  "notes": "Customer's issue with login was resolved by resetting password",
  "follow_up_required": true,
  "follow_up_date": "2023-12-15"
}
4
Set Up Call Routing
Configure call routing in "Settings" > "Phone" to direct calls to the appropriate team members.

Message Management

1
Send SMS Messages
Navigate to "Messages" > "New Message" and select a customer to send an SMS: 
"Hi John, your support ticket #12345 has been resolved. Please let us know if you need any further assistance."
2
Use Message Templates
Create and use templates for common responses to save time: 
{
  "name": "Ticket Resolved",
  "content": "Hi {customer_name}, your ticket #{ticket_id} has been resolved. {resolution_details}"
}
3
Schedule Messages
Use the scheduling feature to send messages at a later time.

Team Management

1
Add Team Members
Navigate to "Team" > "Add Member" and enter their details: 
{
  "name": "Jane Smith",
  "email": "[email protected]",
  "role": "Support Agent",
  "department": "Technical Support",
  "phone": "+1234567890"
}
2
Assign Roles and Permissions
Define what each team member can access and modify based on their role.
3
Monitor Performance
View team performance metrics in "Reports" > "Team Performance".