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Documentation

Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team

Ticketing & ITIL

  • Incidents vs Service Requests
  • Categories, Custom Fields & Ticket Numbering
  • SLA Rules & Priorities
  • Ticket Stages, On Hold & SLA Pause
  • Assignment Rules & Groups
  • Ticket List View & Canned Replies
  • Closure Rules, Approvals & CSAT Surveys
  • Merging Duplicates & Linking Major Incidents

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base

QueAssist (AI Copilot)

  • AI Triage & Categorization
  • Agentic Auto-Resolution
  • QueAssist Settings & Usage Quota
  • AI Agent Access — Connect Claude, Cursor & ChatGPT
  • No-Code Playbooks
  • Identity Scoping & Safety

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat

People & Identity

  • External Users
  • Single Sign-On & SCIM Directory Sync

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsGetting StartedWorkspace Setup

Workspace Setup

Once your workspace is created, the next step is to align QueueDesk with your brand identity and set up the default ticket categories.

1. Custom Branding & Logo

You can customize the appearance of both the Agent Dashboard and the Employee Portal:

  • •Navigate to Settings → Branding (/admin/settings/workspace).
  • •Logo: Upload your company logo (supports PNG, JPG, SVG). This logo will appear in the top-left sidebar of the portal and dashboard.
  • •Sidebar & Accent Colors: Use the color pickers to select your organization's brand colors. The Agent App sidebar will update dynamically to match this background.
  • •Portal Header Color: Toggle the background color of the employee portal header (supports dark, light, or custom colors).

2. Time Zone

Set your workspace time zone under Settings → Branding (/admin/settings/workspace), just below the support hotline. The picker shows you the current time in the zone you've selected, so it's easy to confirm you picked the right one.

QueueDesk uses this zone for any date or time it writes into an email it sends out — for example, the moment an approval was approved or rejected. Those times are always labelled with the zone, so someone reading in another country isn't left guessing.

It doesn't change what you see inside QueueDesk. Dates in the agent dashboard and the employee portal are shown in your own device's time zone, which is usually what you want when your team is spread across several.

New workspaces start on UTC, so set this early if your team isn't on UTC.

3. Portal Text & Homepage Widgets

  • •Settings → Portal text — customize the greeting, button labels, and confirmation copy employees see on the portal.
  • •Settings → Dashboard — choose which metric cards (overdue, due today, unassigned, etc.) and charts (created vs. resolved trend, workload by group, top agent leaderboard, and more) show up on the agent homepage.

4. Ticket Categories, Custom Fields & Numbering

QueueDesk uses categories to organize tickets and route them to the appropriate groups. Set up your Categories, Custom Ticket Fields, and Ticket Numbering format in one pass — see Categories, Custom Fields & Ticket Numbering for the full reference.

Next, configure your team by reading Inviting your Team.