First Things First

Learning how to use a new helpdesk platform can always be daunting. But fear not, this FAQ topic will go through the ins and outs of Re:amaze and take you through exactly what you need to do to get set up and hit the ground running. But first things first:

  1. Re:amaze is designed to be collaborative. This means each team member should have his or her own Re:amaze account login. This is especially true when it comes to personal signatures, notifications, internal notes, collision detection, and other pertinent features to help keep your customer service workflows running like a well-oiled machine.

  2. Re:amaze is designed to be an open conversation platform. This means by default, all team members can access all channels such as emails, social media, SMS/MMS, FAQ articles, response templates, reports, and much more. This open platform can take some getting used to but we'll go over how to use all the filters to help you stay on track.

  3. Re:amaze is designed to be easy for both your team and your customers. Unlike other helpdesk and messaging platforms where internal team priorities always come first, we believe in making your customers' lives easier as well. This means there are certain feature in Re:amaze that might not be intuitive at first but will become second nature as soon as you understand how your customers experience Re:amaze

This FAQ topic will go through how to set things up:

  • Your personal profile and how it's displayed to customers
  • Your personal staff signature and how it works in conjunction with channel signatures
  • Your notifications settings
  • How to use the main dashboard
  • How to respond to and organize conversations
  • How to work with other staff members