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Tour

How to use Aikidesk in 4 easy steps
(watch the videos for a demonstration of each step)

Step 1: Add your helpdesk operators

Click on '+ Operator', enter the Name and Email Address of the operator you want to add and select the access level of the operator. Click 'Invite' and an invitation email will be sent to your operator's mailbox. The operator simply needs to click on the confirmation link and choose a password to be able to login and start processing customer tickets immediately.

Step 1: Add your helpdesk operators

Click on '+ Operator', enter the Name and Email Address of the operator you want to add and select the access level of the operator. Click 'Invite' and an invitation email will be sent to your operator's mailbox. The operator simply needs to click on the confirmation link and choose a password to be able to login and start processing customer tickets immediately.

Step 2: Setup your support departments

Go to Settings: Departments and click on '+ Department'. Enter the department title, select the Operators who would have access to the department, enter a mailbox address and click 'Save'. Your new department is ready to use. You can create as many departments as you want. Each department comes with its own mailbox for accepting customer requests.

Step 3: Integrate Aikidesk with your support email address

Go to Departments and click on the Department you want to integrate with your website/application. In the Mail Forwarders section enter the email address you want to make publicly available to your customers (note that you must create a forwarder from that address to the department's system email address which is listed above as Incoming Email Address - if you have any problems with this step, please get in touch with us and we'll help you). Click Save and every email sent to your public email address will be automatically captured in Aikidesk (in the proper department). You can have multiple public addresses that log support requests in different departments. The video includes a demonstration of an email sent by a customer which automatically appears in the New Tickets section of Aikidesk.

Step 3: Integrate Aikidesk with your support email address

Go to Departments and click on the Department you want to integrate with your website/application. In the Mail Forwarders section enter the email address you want to make publicly available to your customers (note that you must create a forwarder from that address to the department's system email address which is listed above as Incoming Email Address - if you have any problems with this step, please get in touch with us and we'll help you). Click Save and every email sent to your public email address will be automatically captured in Aikidesk (in the proper department). You can have multiple public addresses that log support requests in different departments. The video includes a demonstration of an email sent by a customer which automatically appears in the New Tickets section of Aikidesk.

Step 4: Process customer tickets

Once a customer request is logged in Aikidesk, it automatically appears in the New Tickets section. Assign an operator to move the request to the Open Tickets section. Every assigned operator can send a reply to the customer. Whenever you post a reply, the ticket is automatically put On Hold (awaiting customer response). When the customer issue is resolved, change the ticket status to Closed and move on to the next request. It's as simple as that!

I’ve worked with the developers of Aikidesk for more than ten years, and had the opportunity to use an early release of the application. Aikidesk is a very configurable, yet easy to use, help desk system. The UI is clean, and the application is intuitive for customers. The developers are extremely responsive, and support is top notch. I highly recommend Aikidesk for anyone seeking a new help desk system.

 - Sidney VanNess, Ph. D.
Sidney VanNess, Ph. D.
CEO
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