Signing in
How staff and customers sign in, reset passwords, and stay signed in.
Staff and customers sign in differently. Staff always use a password. Customers usually sign in with an emailed link, and can optionally add a password.
Staff sign-in
Go to /desk/sign-in and enter your email and password.
Locked out
After 5 failed attempts, your account is locked for 15 minutes. Wait and try again, or use Forgot password.
Forgot password
Select Forgot password and enter your email. If the email matches an account, you'll get a reset link. The link is valid for 30 minutes and can be used once. Setting a new password ends all your other sessions.
The response to a password-reset request is the same whether or not the email has an account, so no one can use it to find out who has an account.
Sign out everywhere
From your profile, choose Sign out of all sessions to end every session on every device, including any open real-time connections.
Session expiry
Staff sessions expire automatically after a period of inactivity.
Customer sign-in
Customers sign in from the chat widget or support page with just their email — no password required by default.
Sign-in link
- Enter your email. If self-registration is allowed and no account exists yet, you can also give your name to create one.
- Check your email for a sign-in link.
- Open the link to sign in.
The link:
- Is valid for 15 minutes.
- Can be used once.
- Is replaced by any newer link you request — only the latest link works.
You can request at most 5 links per hour for the same email address. The response is the same whether or not the email has an account, so no one can use it to find out who has an account.
Keep me signed in
On a trusted device, choose keep me signed in to stay signed in for up to 30 days without requesting a new link each time.
Optional password
You can set a password from your profile. Once set, you can sign in with either the emailed link or your email and password.
Sign out everywhere
Choose Sign out of all sessions to end your session on every device.
How complexity picks a model
Learn how the complexity score weighs a conversation's factors and how the Standard and Advanced thresholds decide whether the Fast, Standard or Advanced model answers.
Working tickets
How agents move a ticket through its states, add internal notes, assign owners, link and organize tickets, and use the default views.