FyneDesk Help Center
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Email to Ticket
Connect a support inbox so every inbound email becomes a ticket.
Read guideLearn the daily queue workflowTicket Management
Create, assign, update, prioritize, and resolve tickets from the main queue.
Read guideBring agents into the workspaceInviting Team Members
Add agents and admins to your workspace and understand their roles.
Read guidePublish answers customers can findKnowledge Base Guide
Write, organize, publish, measure, and improve help articles.
Read guideMove from another helpdeskImport Data
Migrate tickets, contacts, companies, and knowledge base articles into FyneDesk.
Read guideUse AI in ticket repliesAI Assistant
Summarize tickets, suggest next steps, and draft smart replies.
Read guideBrowse the library
Help topics
Tickets and requests
Core queue work: create tickets, route them, capture the right details, and reuse proven replies.
Ticket ManagementCreate, assign, update, prioritize, and resolve tickets from the main queue.Ticket CategoriesOrganize incoming work by category so your team can filter and report cleanly.Ticket RoutingSend new tickets to the right person or team automatically.Ticket NotificationsChoose who receives status updates, requester emails, and ticket-created confirmations.Spam ProtectionReview quarantined tickets, block noisy senders, and choose whether agents can manage spam tools.Multi-Assignee TicketsAdd a primary owner and supporting agents when a ticket needs shared work.Custom FieldsCapture the extra details your workflow needs on every ticket.Response TemplatesBuild reusable replies with placeholders, categories, and rich formatting.Highlight blocks in email repliesMark sensitive details, important instructions, reminders, or warnings in a customer email.Convert Ticket to RequestSwitch an incident to a service request, or back again, without recreating it.Ticket RelationsLink related tickets, mark duplicates, and track blockers between tickets.Recurring TicketsOpen routine work automatically on daily, weekly, monthly, or yearly schedules.CSAT SurveysAdd star ratings to resolved-ticket emails and collect customer feedback.
Workflows
Build service processes, automate ticket work, collect approvals, and connect trusted systems.
Workflows and workflow automationStart here for the Workflows hub, Service Management wording, and common examples.Get started with WorkflowsCheck plan access, permissions, and where to open the Workflows area.Start from a templatePreview ready made templates, fill in details, and create a draft to review.Build your own automationWalk through a simple Trigger, Condition, and Action automation.The building blocksLearn Trigger, Stage, Condition, Approval, Action, Wait, Web Request, Parse JSON, and Expression.Processes and stagesUnderstand process stages, ticket status, and next step buttons.ApprovalsChoose approvers and understand My Approvals and approval links.Ready made processesUse Change, Incident, Service Request, Onboarding, Offboarding, Procurement, and Access Request.Advanced Automation add onLearn Web Request, usage limits, pricing, and billing controls.Troubleshooting and FAQFix common workflow, approval, permission, run history, and Web Request issues.
Workforce Management
Plan coverage, track time, manage attendance, approve timesheets, and keep leave visible.
Workforce ManagementStart here for the Workforce Management hub and common examples.Get started with Workforce ManagementTurn on the module and choose which workforce tools your team needs.Set operating hoursSet working days, hours, timezone, and holidays for SLAs and planning.Track time and timesheetsEnable ticket timers, manual time logs, My Timesheet, reports, and weekly targets.Approve timesheetsApprove submitted weeks, lock approved time, notify admins, and reopen with a reason.Plan shifts and coverageUse Coverage planning, shift templates, conflicts, publishing, open shifts, and swaps.Use My ScheduleHelp agents understand their shifts, time off, availability, swaps, and open shifts.Set up on callCreate on call schedules, rotations, rosters, cover, and escalation policies.Manage time off and leaveEnable time off, create policies, let agents request leave, and review team leave.Track billable timeUse billable flags, work log types, rates, and utilisation reporting.Use attendance and clock inEnable clock in and out, auto close long punches, review issues, and correct attendance.Troubleshooting and FAQFix common Workforce Management visibility, time, shift, approval, and plan issues.
Projects and delivery
Plan larger work with tasks, milestones, owners, and links back to the service records that started it.
SLA management
Set service targets, pause timers correctly, warn the team before breaches, and review compliance.
SLAs OverviewUnderstand resolution, first-response, assignment, breach, and compliance tracking.Setting up SLA targetsTurn on SLA tracking and define targets per priority.Business-hours SLAsCount only working hours and skip nights, weekends, and holidays.Pausing SLAsStop the clock while waiting on the customer or blocked by another ticket.Multiple SLA policiesMatch different policies by priority, type, team, or tag.SLA breach alertsNotify the right people before or after a ticket crosses a target.Reading SLA indicatorsRead progress bars, breached pills, and dashboard SLA cards with confidence.SLA compliance reportReview attainment by priority and type, drill into breaches, and export CSVs.
Channels and integrations
Bring messages into FyneDesk from email, chat, portals, webhooks, and collaboration tools.
Email to TicketConnect a support inbox so every inbound email becomes a ticket.Email Automation RulesCategorize, close, prioritize, or assign email tickets with rules.Live ChatSupport customers in your portal or website widget with agents or opt-in Fyne AI.VoiceMake and receive calls, test audio devices, save call notes, and connect phone conversations to contacts and tickets.Client PortalGive customers a place to submit requests and browse your knowledge base.FyneDesk Public APIConnect FyneDesk to your systems with scoped API keys for tickets, contacts, companies, and more.Webhooks and IntegrationsConnect FyneDesk to Slack, Zapier, n8n, Teams, and webhook-friendly tools.Teams via webhooksPost ticket events into Microsoft Teams with a webhook and Power Automate flow.Microsoft Teams NotificationsGet ticket cards in Teams channels or direct messages with the native connection.Connect SlackSend alerts to Slack, create tickets from messages, and reply from Slack.Connect WhatsAppConnect WhatsApp Business through Meta Cloud API or a supported provider.Add Zoom calls to ticketsStart a Zoom meeting from a ticket and attach the meeting context.Connect NotionPush tickets to Notion, sync KB articles, and let AI use selected Notion pages.Connect HubSpotLog new tickets and public replies to the matching HubSpot contact timeline.Connect Microsoft IntuneSync managed devices into Assets and review uncertain device matches.Connect Verizon Carrier SyncSync mobile line data into Assets and handle carrier review safely.
People and access
Manage the people you support, the team doing the work, and how users sign in.
Role-Based Access ControlChoose the right workspace roles, understand Pro and Business role gates, and keep access tidy as the team grows.Contact ManagementAdd and manage the people your team supports, then link contacts to tickets.Inviting Team MembersAdd agents and admins to your workspace and understand their roles.Joining an Existing WorkspaceLet employees request access to an existing company workspace.Domain Join FAQAnswer expiry, denial, privacy, subdomain, and seat-limit questions.Team ManagementCreate teams, add members, and use teams in ticket assignment workflows.Team Ticket VisibilityRestrict agents to tickets assigned to them, their teams, or tags mapped to their teams.Sign-in and SecurityUse Google or Microsoft sign-in, domain restrictions, and TOTP two-factor auth.
Knowledge and AI
Publish answers, tune article settings, and use AI to summarize, draft, and move faster.
Assets
Track equipment, control who can manage it, and guide checkout and return workflows.
Workspace operations
Run the workspace day to day: dashboards, announcements, calendar, imports, profile, and billing.
Dashboard OverviewRead open tickets, team activity, and key metrics when you log in.AnnouncementsPost updates to your team, pin important items, and discuss them.CalendarSee maintenance windows, dated announcements, holidays, and recurring events.Organization SettingsManage company name, locations, and general workspace settings.Profile SettingsUpdate your name, password, and notification preferences.Import DataMigrate tickets, contacts, companies, and knowledge base articles into FyneDesk.PlansUnderstand plan limits and manage your subscription.
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