Create Departments
1. Go to WordPress admin > Awedesk > Departments. 2. Select the add option. 3. Enter a clear department name, such as Billing, Technical Support, Sales, or Account Help. 4. Choose department visibility and routing options available in your edition. 5. Choose a default assignee if this department should route new tickets to a specific staff member. 6. Save the department. 7. Repeat for each support team. 8. Reorder departments if the customer-facing order matters. 9. Open the customer support form and confirm department choices are understandable.
Add Agents And Managers
1. Make sure the person already has a WordPress user account. 2. Go to WordPress admin > Awedesk > Agents. 3. Add or edit the staff member. 4. Choose the Awedesk role: agent, manager, or admin. 5. Assign the departments this person can handle. 6. Save changes. 7. Ask the staff member to open the staff support page and confirm they can see the right queue. 8. If signatures are enabled, have the staff member review their signature from the support preferences screen.
Use Labels
1. Go to WordPress admin > Awedesk > Labels. 2. Create labels that match triage or reporting needs. 3. Use short names that staff can scan quickly. 4. Avoid creating too many labels for the same meaning. 5. Save each label. 6. Train staff to apply labels consistently from the ticket sidebar.
Create Predefined Replies
1. Go to WordPress admin > Awedesk > Predefined Replies. 2. Select the add option. 3. Give the reply a clear title. 4. Write the response text the staff member should insert into a ticket. 5. Keep the reply helpful but leave room for staff to personalize it. 6. Save the reply. 7. Ask staff to test inserting it while replying to a ticket.