EspressoDesk Help Center
Guides for setting up your shared inbox, live chat, knowledge base, AI drafting and billing. Everything here is public — no account needed.
Getting Started
Inbox & Ticket Management
- Ticket statuses and when to use each
- Priorities and how to triage
- Public replies vs internal notes
- Merging duplicate tickets
- Collision detection: working safely in the same inbox
- Agent signatures and canned responses
- Deleting tickets and the deletion log
- Bulk actions and inline editing in the ticket list
- Saved views, date filters and CSV export
Email Channel
- Connecting your mailbox with IMAP and SMTP
- Connecting Gmail or Outlook with OAuth
- How inbound email becomes a ticket
- Gmail: create an app password for IMAP/SMTP
- Auto-reply and sending system emails from your own address
- Troubleshooting email sync
- Sending replies through a transactional email API
- Automatic IMAP and SMTP settings for known providers
- Outlook and Microsoft 365: IMAP, SMTP and app passwords
- Choosing how much mail history to import
Live Chat & Customer Portal
AI Assistant
Knowledge Base
Automation & Quality
Account & Security
Billing & Help
- Comparing Starter, Pro and Scale
- Buying add-ons for agents, tickets and AI
- Connecting a custom domain
- Contacting EspressoDesk support
- Cancelling an add-on without cancelling your plan
- Renewal dates, expiry and read-only mode
- Verifying your custom domain with CNAME and TXT
- Accepting updated terms and where acceptance is recorded