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:
Re:amaze is designed to be collaborativ...
Your Personal Staff Profile
Your personal staff profile is composed mainly of your staff avatar, your staff email, your staff password, and your role.
We highly recommend each staff member upload an image of their face as the avatar. Re:amaze is designed so that when customers receive a reply from, for exampl...
Personal and Channel Signatures
To understand how personal and channel signatures work for email in Re:amaze, you'll first need to understand how email channels work in Re:amaze. We recommend reading this article (http://support.reamaze.com/kb/getting-started/ideal-setup-for-proper-email-lifecycle) before proceeding.
Your Notifications Settings
Notifications make up the foundation of being able to use Re:amaze on a daily basis. You can use Re:amaze without any notifications turned on but that requires constant monitoring of the Re:amaze dashboard either through a web browser or through our mobile iOS/Android apps.
Using the Main Dashboard
The main dashboard (also known as the main inbox) is where all of your customer conversations live. It's also the main view you'll be using on a daily basis to interact with all of your Re:amaze brands, the channels that belong to those brands, view filters, tags, and other features like reportin...
Responding to and Managing Conversations
There are 7 main types of Re:amaze conversations:
Live Chat (Real Time Messaging)
Classic Live Chat
Regardless of conversation type, Re:amaze utilizes a consistent user interface to help you respond to conversations and messages quickl...
Re:amaze offers Shifts in the Plus plan. Shifts allow you to manage your personal work hours and Vacation Days from your Staff Profile page. Shifts are used in two ways:
Users outside of their Shifts will not be eligible for Smart Assign (https://support.reamaze.com/kb/internal-team-productivity...
Working with Other Team Members
Remember the first tip about Re:amaze? It was designed to be a collaborative platform so staff members can help customers as a collective rather than a one-man(woman) show. To work as a collective on a modern platform like Re:amaze requires the understanding of how some things work.
There are 6 ...