Channels

Email

Handle customer letters in Usedesk

Widget

Set up a widget for hits on your site

Messengers

Connect Telegram, Viber and WhatsApp to Usedesk

Social media

Connect Facebook, Twitter and Instagram to Usedesk

Telephony

Create tickets from calls automatically: integration with Mango, Gravitel, Telfin and other operators

Additional settings

Delay for missed chats, max chats per agent, etc.

Tickets

Online chat

Chat management, co-browsing and agent work statuses

Ticket list

Working with the list, filtering, searching and creating tickets

Ticket card

Working with tickets: tags, statuses, replies and comments

Сlients and companies

Client and company card, work with a list of clients

Settings and agents

Teamwork

Working with the list of agents, adding and editing agents, groups of agents, bot

Company settings

Сompany settings, working hours, black/white lists, CSI, SLA, and blocks

Custom fields

Custom fields settings

Knowledge Base

All about creating a user-friendly help centre

Automation

Triggers

Set up automatic triggers to reopen tickets, send responses to clients, and distribute assignments to agents

Macroses

Save the most popular agent responses to save time and optimize support

Reports

Reports types

5 types of reports for detailed statistics on support work

Integration and API

CRM

Integrations with CRM: AmoCRM, RetailCRM and others

Task Trackers

Integrations with Task Trackers: Jira, Asana, Tmetric

Mentions and reviews monitoring

Integrations with AppFollow, YouScan, Yandex.Маrket, Brand Analytics and RocketData

Work with messengers

Integrations for creating bots and communicating with clients: Botmother, Infobip and others

Other integrations

Zapier, Azure, Albato, VTEX and others

API

Work with Usedesk via API. There is a method for everything

Mobile app

General settings

Push notifications set up

Updates

2024

2024 updates

2023

2023 updates

2022

2022 updates

2021

2021 updates

2020

2020 updates

2019

2019 updates

2018

2018 updates