Here is a general overview of the Team page in BeDesk. This page is your central hub for managing the people who have access to your support system.
The Team page is organized into three main sections: Members, Groups, and Invites.
The Members tab displays a complete list of all the teammates who have been added to your helpdesk. For each teammate, you can quickly see:
Teammate: Their name and email address.
Role: Their assigned role, such as "Agent."
Status: Their current availability, indicating if they are Online and Accepting conversations or when they were last active (e.g., "Last seen: 12 hours ago").
Options: Click on the options button to view agent profile and report about their performance or to suspend or delete the agent.
The Groups tab allows you to organize your agents into different teams. Creating groups is an effective way to manage conversation assignments and workflows. For example, you could create separate groups for your "Billing Department," "Technical Support," or "Sales Team." When a new conversation comes in, you can assign it to the appropriate group, ensuring the right people are notified.
To add new agents to your helpdesk, simply click the + Invite teammates button located at the top right of the page. This will allow you to send an invitation to the new user's email address.
You can track the status of all pending invitations in the Invites tab. This is useful for seeing who has been invited but has not yet joined your helpdesk.