Click on the Outvio Desk Icon from your left panel:
In case you see the Connect Button, select your Store CMS and click on Finish ✅
1. Set up your Email, Signature, and any additional settings
Click on your Status Bar below and go to Settings > Configuration
In Settings, you can access your profile and configuration settings, add agents, create teams, establish automated rules, as well as add tags and templates, and manage folders.
First of all, go to My Profile to configure your details
👤My Profile
From here, you can configure your username, access email and signature, as well as create a password.
When you have added your name, password, and signature ✔️, head to the Configuration section👇
⚒️ Configuration
In the Configuration section, you'll find settings for your Email Domain, Messenger (for connecting various messaging channels such as Facebook or Instagram), and your courier settings, allowing you to associate a contact email with each courier.
When configuring your Email You will have 2 options:
Use your Outvio email domain
→You can choose this option and use a default email address provided by Outvio (like support@teststore.outvio.com)
Use your custom domain
→You can choose to use a custom email domain by selecting this option (bonus! this will help prevent your messages from ending up in Spam)
If this option is greyed out, you can activate it by setting up your email domain from Settings > Shop Settings > Email Domain
→Enter the URL of your domain (e.g. teststore.com), register the NS records in your domain manager and click save
For more information about setting up your domain check this article:
Next, you can also add Agents, Teams, and Folders and automate your tickets and messages with personalized Templates, Routing Rules, and Tags.
For more help about these actions please refer to this article:
📬 Inbox
Now that you have configured your Settings, you can head back to your Inbox!
Here, you'll have a comprehensive view of your tickets and folders, allowing you to manage them efficiently!
From your Inbox, you can manage all your recurring inquiries. Assign and Tag other users, Snooze and Close your tickets/chats, add new folders and even add internal Notes.
Take a closer look at your Inbox; it consists of various components. On the right, you'll find folders with conversations categorized as Opened, Closed, or Snoozed.
In the center, you can view the selected ticket, along with details corresponding to that specific ticket.
For more details and information about Tickets please refer to THIS ARTICLE, otherwise check the following points for a basic understanding:
2. Create a New ticket
Create a new ticket by clicking on the Pencil Icon next to "Inbox"
You can fill the email ticket with all the necessary information: Name of recipient, Email, Subject, and Body, and include attachments, templates, and emojis of your choice🙂
→Once you have a new ticket ✅ (either created by yourself or received from the client), you can...
Add an Internal Note
Leave an internal note for additional info and internal details by clicking on the note icon inside your ticket.
It will look like this:
Match Order
Match your ticket with an existing order by clicking on 3 points → "Match Order"
If you forgot to match your order, don't worry! You will see this reminder on top of your ticket:
Copy ticket link
From this section, you can also Copy your ticket ID as a link:
It will look like this: https://app.outvio.com/v2/desk/N3WS-12
Check order details and history
You may also discover valuable order information within this menu on the right. But for a more detailed look, scroll to the top of the ticket and click on the arrow next to the matched order.
Here you will find detailed information about the order, with information about the order and shipping, including details about the order value, products, customer information, and tracking updates.
Assign an Agent
Assign a ticket to yourself or another agent by clicking on Unassigned:
→ Unassigned tickets will show in the unassigned folder
Snooze or Close the ticket:
When awaiting for additional assistance or actions, such as from the courier or another department, or awaiting confirmation from the client, you have the option to snooze your assigned tickets. This allows you to set it aside for later review by checking your snoozed tickets.
→When receiving a reply from the ticket recipient, the ticket will automatically reopen, and you'll receive a notification.
→Once the case is solved, you can mark the ticket as "Closed" and it will go to your closed folder.
🔋Status Bar
Lastly, you can review your status, located at the bottom left of your Inbox view.
Set your status to Online, Offline, Away, or Offline & Reassign by clicking on the desired status.
If you set the status to Offline & Reassign, your assigned inquiries will be automatically reassigned to another member of your team based on the associated rule: How to make a rerouted rule in Outvio Desk
From here, you can also access the general Settings as well as the Outvio Desk Knowledge Base
This is it! now you have an idea of the Outvio Desk functionality and can start handling new inquiries on your own (or with your teammates).
Head over to the Outvio Desk Knowledge Base to check all the articles related to this functionality!