FyneDesk Help Center

Find the fastest path from setup to solved.

Search across 56 practical guides, start with the launch checklist, or browse by the part of FyneDesk you are working in.

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Create account

Connect your first support inbox

Email to Ticket

Connect a support inbox so every inbound email becomes a ticket.

Read guide Learn the daily queue workflow

Ticket Management

Create, assign, update, prioritize, and resolve tickets from the main queue.

Read guide Bring agents into the workspace

Inviting Team Members

Add agents and admins to your workspace and understand their roles.

Read guide Publish answers customers can find

Knowledge Base Guide

Write, organize, publish, measure, and improve help articles.

Read guide Move from another helpdesk

Import Data

Migrate tickets, contacts, companies, and knowledge base articles into FyneDesk.

Read guide Use AI in ticket replies

AI Assistant

Summarize tickets, suggest next steps, and draft smart replies.

Read guide

Browse the library

Help topics

Tickets and requests

Core queue work: create tickets, route them, capture the right details, and reuse proven replies.

12 guides

Ticket Management Create, assign, update, prioritize, and resolve tickets from the main queue. Ticket Categories Organize incoming work by category so your team can filter and report cleanly. Ticket Routing Send new tickets to the right person or team automatically. Ticket Notifications Choose who receives status updates, requester emails, and ticket-created confirmations. Spam Protection Review quarantined tickets, block noisy senders, and choose whether agents can manage spam tools. Multi-Assignee Tickets Add a primary owner and supporting agents when a ticket needs shared work. Custom Fields Capture the extra details your workflow needs on every ticket. Response Templates Build reusable replies with placeholders, categories, and rich formatting. Convert Ticket to Request Switch an incident to a service request, or back again, without recreating it. Ticket Relations Link related tickets, mark duplicates, and track blockers between tickets. Recurring Tickets Open routine work automatically on daily, weekly, monthly, or yearly schedules. CSAT Surveys Add star ratings to resolved-ticket emails and collect customer feedback.

Projects and delivery

Plan larger work with tasks, milestones, owners, and links back to the service records that started it.

1 guides

Project Management Turn qualifying requests into projects, manage tasks and milestones, and link delivery work back to tickets, changes, assets, contacts, and companies.

SLA management

Set service targets, pause timers correctly, warn the team before breaches, and review compliance.

8 guides

SLAs Overview Understand resolution, first-response, assignment, breach, and compliance tracking. Setting up SLA targets Turn on SLA tracking and define targets per priority. Business-hours SLAs Count only working hours and skip nights, weekends, and holidays. Pausing SLAs Stop the clock while waiting on the customer or blocked by another ticket. Multiple SLA policies Match different policies by priority, type, team, or tag. SLA breach alerts Notify the right people before or after a ticket crosses a target. Reading SLA indicators Read progress bars, breached pills, and dashboard SLA cards with confidence. SLA compliance report Review attainment by priority and type, drill into breaches, and export CSVs.

Channels and integrations

Bring messages into FyneDesk from email, chat, portals, webhooks, and collaboration tools.

14 guides

Email to Ticket Connect a support inbox so every inbound email becomes a ticket. Email Automation Rules Categorize, close, prioritize, or assign email tickets with rules. Live Chat Have real-time conversations with customers from the Client Portal. Client Portal Give customers a place to submit requests and browse your knowledge base. Webhooks and Integrations Connect FyneDesk to Slack, Zapier, n8n, Teams, and webhook-friendly tools. Teams via webhooks Post ticket events into Microsoft Teams with a webhook and Power Automate flow. Microsoft Teams Notifications Get ticket cards in Teams channels or direct messages with the native connection. Connect Slack Send alerts to Slack, create tickets from messages, and reply from Slack. Connect WhatsApp Connect WhatsApp Business through Meta Cloud API or a supported provider. Add Zoom calls to tickets Start a Zoom meeting from a ticket and attach the meeting context. Connect Notion Push tickets to Notion, sync KB articles, and let AI use selected Notion pages. Connect HubSpot Log new tickets and public replies to the matching HubSpot contact timeline. Connect Microsoft Intune Sync managed devices into Assets and review uncertain device matches. Connect Verizon Carrier Sync Sync mobile line data into Assets and handle carrier review safely.

People and access

Manage the people you support, the team doing the work, and how users sign in.

8 guides

Role-Based Access Control Choose the right workspace roles, understand Pro and Business role gates, and keep access tidy as the team grows. Contact Management Add and manage the people your team supports, then link contacts to tickets. Inviting Team Members Add agents and admins to your workspace and understand their roles. Joining an Existing Workspace Let employees request access to an existing company workspace. Domain Join FAQ Answer expiry, denial, privacy, subdomain, and seat-limit questions. Team Management Create teams, add members, and use teams in ticket assignment workflows. Team Ticket Visibility Restrict agents to tickets assigned to them, their teams, or tags mapped to their teams. Sign-in and Security Use Google or Microsoft sign-in, domain restrictions, and TOTP two-factor auth.

Knowledge and AI

Publish answers, tune article settings, and use AI to summarize, draft, and move faster.

3 guides

Knowledge Base Guide Write, organize, publish, measure, and improve help articles. Knowledge Base Settings Manage article categories and publishing settings for your knowledge base. AI Assistant Summarize tickets, suggest next steps, and draft smart replies.

Assets

Track equipment, control who can manage it, and guide checkout and return workflows.

3 guides

Asset Management Track devices, equipment, and inventory, then assign assets to people. Asset Permissions Control asset capabilities with permission groups and per-user exceptions. Asset Workflows Run guided Assign and Return workflows for asset checkout and check-in.

Workspace operations

Run the workspace day to day: dashboards, announcements, calendar, imports, profile, and billing.

7 guides

Dashboard Overview Read open tickets, team activity, and key metrics when you log in. Announcements Post updates to your team, pin important items, and discuss them. Calendar See maintenance windows, dated announcements, holidays, and recurring events. Organization Settings Manage company name, locations, and general workspace settings. Profile Settings Update your name, password, and notification preferences. Import Data Migrate tickets, contacts, companies, and knowledge base articles into FyneDesk. Plans Understand plan limits and manage your subscription.

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Email support Send the question, account email, and any screenshots. support@fynedesk.io Contact page Use the form for billing, security, migration, or product questions. Open contact form App settings Jump straight into your workspace settings when you are signed in. Open settings