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
- Ticket attachments: limits, formats and storage
- 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
- Open a ticket in its own window
- Formatting text in replies
- Finding a canned response fast
Email Channel
- Connect mailbox via IMAP/SMTP
- Connecting Gmail or Outlook with OAuth
- How inbound email becomes a ticket?
- Gmail 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
- Editing the automatic emails sent to customers
- Cc, Bcc and forwarding a message
Live Chat & Customer Portal
- Installing the chat widget on your website
- Connecting the WhatsApp channel (Twilio)
- EspressoDesk Capture: the desktop screenshot app
- Customizing the widget colours and welcome message
- Offline chats and the two-minute rule
- Your branded customer portal
- How customers sign in to the portal?
- Customer portal: replying and sending attachments
- Keyboard shortcuts in EspressoDesk Capture
AI Assistant
Knowledge Base
Automation & Quality
- Automatic ticket assignment
- CSAT surveys and reading the results
- Internal team chat
- Announcements: the news panel
- SLA policies and business hours
- Automation rules
- Custom fields and tags
- Notification center and alert preferences
- Connecting the Telegram channel
- Remote support: AnyDesk and TeamViewer
- Signing in with Google
- Macros: apply several ticket actions at once
- Integrations: Jira, Trello and Slack
- Mention a teammate in an internal note
- Tasks: internal to-dos for your team
- Schedule reports by e-mail