Getting Started with NeetoDesk

This guide will help you set up your customer support system and get your team responding to tickets quickly.

Quick setup checklist

Follow these 4 steps to get your NeetoDesk up and running:

• Connect your mailbox to receive tickets.

• Organize how tickets work (Categories, Statuses, and Priorities).

• Set up automations to handle repetitive tasks.

• Optional admin settings for better efficiency.

Step 1: Connect mailbox

Now let's add support email address so customers can reach you and their messages automatically turn into tickets in NeetoDesk.

You can use the default email address provided by NeetoDesk (like [email protected]) or connect your own custom domain email (like [email protected]).

Tip: You can set up multiple mailboxes like billing@ or sales@ to organize tickets by department.

Step 2: Organize how tickets work

Configure your ticket lifecycle to match your team’s workflow. Customize the following to keep things organized:

• Categories: Group tickets by type (e.g., Billing, Technical).

• Statuses: Track progress (e.g., Open, Pending, Resolved).

• Priority: Define urgency levels (e.g., Low, Medium, High, Urgent).

👉 Go to: Customizing Categories, Statuses, and Priorities

Step 3: Set up automations

Automation rules reduce manual effort by handling repetitive tasks without human intervention.

• Auto-Replies: Automatically acknowledge new tickets.

• Notifications: Send alerts to Slack or email when a ticket is created.

• Assignments: Assign tickets to the right agents automatically.
  
  👉 See: Configuring emails send to customer through automation rule

Step 4: Optional admin settings

Once your core setup is done, you can further streamline your workflow with these settings:

Business hours

Set your timezone and working hours so customers know when to expect a reply.

👉 Learn more: About configuring the business hours.

Canned response

Create pre-written templates for common queries to save time.

👉 Follow: These steps to create canned responses.

Tags

Use Ticket, Customer, or Company tags to categorize and filter your data.

You're ready to start!

Once you've completed these steps, you're all set to manage customer support with NeetoDesk. Here's what happens next:

1. Customers send emails to your connected mailbox

2. Tickets are created automatically in NeetoDesk

3. NeetoDesk responds automatically along with ticket number (based on your automation rules)

4. Agents respond - all conversations are tracked in one place