The support console: your helpdesk

How do I open the console?

• Who: Owner, Admin, Support manager, Support agent
• Plan: any

• Shopify: Shopify admin › Apps › Codexta › Support console in the sidebar.
• WooCommerce: WooCommerce › Codexta Assistant, then Support console in Codexta’s menu bar.
• From the Overview: the Support card has Open the support console.

The console has these sections on the left: Inbox, My dashboard, Contacts, Help center and Calls. Support managers, Admins and the Owner also see Team and Reports. Only the Owner and Admins see Settings.

In WooCommerce the console is a window of fixed height (720 px) inside the WordPress page. Its lists and the open conversation scroll inside that window; the rest of the WordPress page scrolls as usual.

What do the case states mean?

What is already set up for a new shop?

You can start answering right away. A new shop gets one queue called Support (the default), a Live chat channel, two support levels (Support and Tier 2), the priorities Low, Normal, High and Urgent, and Business hours of Monday to Friday, 08:00–17:00 UTC. Change any of them under Settings.

How do I switch live chat, tickets or email intake on?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Backends

1. Switch on what your shop offers. Each switch takes a few seconds:
   • Tickets and incident reports: Customers report a problem and follow their own tickets in the shop chat.
   • Live chat with a person: Customers ask the shop chat for a human and keep typing to your agent.
   • Email intake: Mail to your email channels becomes tickets. It needs an email channel first (see Email).

The Overview’s Support card shows which parts are on and how many cases are open.

How do I set when live chat is open?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Live chat

1. Under Live chat is, choose Always open, Follow business hours or Off.
2. With Follow business hours, pick which hours. The times, days and holidays themselves are in the Business hours tab (see business hours).

A chat that is already open is never cut off. Outside these times, the assistant tells the shopper when people are available and opens a ticket for them instead.

How do I pause live chat for a while?

• Who: Owner, Admin
• Plan: any

Codexta › Overview › Support (or Support console › Settings › Live chat)

1. On the Overview, press Pause for 1 hour or Pause until tomorrow. The Live chat tab also offers 30 minutes and a time of your choice under Pause live chat for a while.
2. The pause ends by itself. To end it early, press Resume now.

Which lists are there?

• Who: everyone with the console
• Plan: any

• Mine: cases you own. Unassigned: nobody owns them yet. Unattended: still waiting for a first reply.
• Mentions: colleagues mentioned you in a note. Participating: cases you watch or take part in.
• All open, Pending, Resolved and Closed: cases by state.
• Switch between All, Tickets and Chats at the top.

How do I find a case?

1. Type in the search box (or press /) to search by words, number or customer.
2. Press Filters to narrow by queue, tier, owner, priority, channel, tag, customer email or overdue cases. Change the order with Sort, for example Waiting longest for a reply.
3. To keep a filter, press Save as view and give it a name. It appears with the other lists.

How do I tell the team I am available?

Set My availability to Online, Busy or Offline. When a queue assigns cases automatically, new cases go only to people who are online.

How do I get notified?

Codexta › Support console › the bell › My settings

• The bell shows new notifications; Mark all read clears them.
• Choose Play a sound, Pop-up when the console is in the background and Notify me here even when the console is closed (push to this device).
• Under Also email me when, pick events such as A case is assigned to me, A customer writes on my case, Someone mentions me or a missed response target.
• Here you also set My reply signature, the Console language, the Text size and Translate customer messages into my language.

Example: a shopper asks for a person

• Who: Owner, Admin, Support manager, Support agent
• Plan: any (live chat switched on)

1. The shopper types “I want to talk to a real person”. A guest (not signed in) is first asked for a name and an email address.
2. The chat window shows:

   SHOPPER SEESLooking for an available agent…

3. In the console, the chat appears in Unassigned (and on the Team page under chats waiting). Open it. You see the whole conversation with the assistant so far.
4. Press Assign to me. Write in Reply and send with Enter. The shopper now sees:

   SHOPPER SEESConnected to a human agent

5. Use Internal note for anything only your team should read.
6. When the question is answered, press Resolve. You can type what solved it.

The shopper can leave with End chat. They are asked End this conversation? and then return to the assistant.

Guests cannot send files in a live chat. Under Settings › Channels, the live chat channel sets what the shopper sees above your replies. With Friendly (the agent's name) they see the agent’s Display name (optional) from Settings › Members, or else the first part of their email address. With Professional (no personal name) they see only “Support agent”.

What happens when nobody is available?

Outside your live chat hours, while paused, or when live chat is off, nobody is connected. The assistant says when people are available and, in the same answer, opens a ticket with the shopper’s problem. It asks only for the contact details it still needs and gives the shopper the ticket number.

Where do tickets come from?

• Plan: any

• A problem reported in the chat. With tickets switched on, a shopper who says something is not working gets help from your knowledge base first. Only when that does not solve it does the assistant open a ticket.
• A return from a guest or an Instagram message. The shopper gives a name, an email and photos; a photo is required.
• A return from a signed-in WooCommerce customer. The assistant checks the order and the photos and opens a return ticket, tagged return. On Shopify, a signed-in customer’s return is requested on the order in Shopify instead, and you decide it there.
• Email to your support address, when email intake is on.
• Your own team, with the + button (New ticket).

The customer gets an email saying their request arrived, and your replies reach them by email. Signed-in shoppers can also ask about their own tickets in the shop chat.

Example: handle a return request

• Who: Owner, Admin, Support manager, Support agent
• Plan: any

1. Open the ticket from Unassigned. Its description lists the order, the item, the delivery date, whether it is in time, and the photo checks the assistant made.
2. Look at the photos under Files in the details.
3. Press Assign to me, then Reply, for example: “Thanks, your return is approved. Please send the item to …” The customer gets it by email.
4. Process the refund in your shop’s admin as usual. The console does not move money.
5. Press Resolve.

In the back-office chat you can also ask “Any open return requests” for a quick list. Replying and closing happen here in the console.

How do I reply or add a note?

1. Choose Reply (the customer sees it) or Internal note (only your team sees it).
2. In a note, type @ to mention a colleague. They get a notification.
3. Type / to insert a saved reply. Attach files with Attach or drop them in, or record a Voice note.
4. For an email ticket, Cc / Bcc / subject adds recipients.

AI assist helps with the text: Suggest a reply, Summarize the case, Improve writing, Fix spelling and grammar, Shorten, Simplify, a tone, or a translation into the customer’s language. Undo AI puts your own text back.

Example: pass a case to a colleague

1. Open the case and its Details.
2. Under Owner, search the colleague by name or email and pick them.
3. Add an Internal note such as “@Ana can you check the delivery? The parcel shows delivered.”

Only colleagues allowed to work at the case’s level are offered. To move it to specialists instead, press Escalate and answer Why escalate to the next tier?. To move it to another team, use Move to queue….

How do I put a case on hold, resolve or close it?

• Pend: wait until 1 hour, Tomorrow, Next week, Next month or a date you choose. It comes back by itself.
• Resolve: the problem is solved. You can write Resolution (optional):. If the customer writes again, the case opens again.
• Close: finished for good, with an optional reason. Reopen brings a case back.

What is in the Details panel?

The State, Owner, Queue / Tier, Priority, tags, the due times of the response targets, Participants (press Watch to follow a case), your own Attributes, Files, the customer’s Other cases of this customer, and where the chat started (Came from, page, browser). A chat started with the assistant has Open the full transcript.

What can I do with one message?

Each message has actions: Reply to this message, Forward by email, Translate, Copy text, Save as a saved reply, Make internal or Make visible to the customer, and Delete message. On an assistant’s answer, Report marks it as wrong or unsuitable, so your team can fix the knowledge base.

How do I change many cases at once?

Tick cases in the list (or Select all shown). The bar that appears can assign, unassign, change state or priority, add or remove a tag, or Run macro on selected.

Example: add a colleague to the helpdesk

• Who: Owner, Admin
• Plan: any

1. Give them a role in Codexta’s Settings › Team: Support agent or Support manager.
2. Ask them to open the support console once. They are then a member of the Support queue at the first tier, and can take cases there.
3. To put them in another queue or at a higher tier, open Codexta › Support console › Settings › Members and press Add member. Pick them under Team member, choose a Queue (or All queues) and a Tier, and save. They can take cases at that tier or lower.
4. Tick Reviews new requests if they should get an email for every new ticket.

The Owner and Admins are added the same way, at the highest tier, so a case escalated to them can always be taken. To stop someone getting cases, open their row here and press Deactivate. Codexta never reactivates a row you deactivated.

How do I add a queue and spread work fairly?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Queues

• Add queue with a name, icon and colour. Exactly one queue is the Default queue; cases with no queue land there.
• Assign new cases automatically gives each new case to an online member, by Balanced (fewest open cases) or Round robin (whoever waited longest). You can cap the open cases per person.
• Auto-resolve after resolves cases with no activity for that long. Never auto-resolve a case waiting on an agent keeps cases where the customer wrote last.
• Ask for a satisfaction rating (CSAT): see ratings.

How do tiers and escalation work?

Codexta › Support console › Settings › Tiers

Each tier has a rank; higher is more senior. A member can own cases at their tier or lower. Escalate moves a case up to the next tier. A queue can also Escalate to the next tier on an SLA breach.

How do I limit what an agent sees?

Codexta › Support console › Settings › Roles

1. Press Add role and name it.
2. Under Cases, choose Every case of their queues, Unassigned cases and their own or Only their own and those they take part in.
3. Under Also, allow Manage contacts, Manage the help center or See reports.
4. Give the role to a member under Settings › Members (Member role).

Admins are never limited by a custom role.

How do I set the targets?

• Who: Owner, Admin
• Plan: any

• By priority (Settings › Priorities): each priority has a First response target and a Resolution target. New cases get the default priority.
• By rule (Settings › SLA policies): a policy sets targets for cases that match its conditions, such as one channel, label or queue. The first matching policy wins; with none, the priority’s targets apply.

How do I set business hours and holidays?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Business hours

1. Open Business hours (or Add business hours).
2. Set the Time zone first, then the Weekly hours per day. A day can have several windows.
3. Add Holidays. On a holiday the targets do not count.
4. Choose these hours on a queue so its targets count only while open, and in the Live chat tab to open live chat only then.

Example: create a saved reply

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Saved replies

1. Press Add.
2. Short code: refund. Text: Hi {{customer.name}}, your refund for request #{{ticket.number}} is on its way. It shows on your account within 5 working days. {{agent.name}}
3. Press Save.
4. In a reply, type /refund and pick it. The names and the number are filled in.

The fields you can use are {{customer.name}}, {{customer.email}}, {{agent.name}}, {{agent.email}}, {{ticket.number}} and {{ticket.title}}. Any agent can also save a good answer from a message with Save as a saved reply.

How do I use labels?

Codexta › Support console › Settings › Labels

A label is a tag with a colour and a meaning, such as billing. Tick Show in the sidebar to get a list of every case with that label. Renaming a label renames it on every case. In a case, Suggest labels lets the AI propose fitting ones.

How do I add my own fields?

Codexta › Support console › Settings › Attributes

Add fields to cases or contacts, such as an order number. Agents fill them in the case details. Tick Required before resolving to make sure nobody resolves a case without it.

How do I do several steps in one click?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Macros

A macro is a list of actions you run on a case in one click, for example Add tags billing, Set priority High and Move to queue Billing. Make it for Only me or Everyone. Run it from the case with Macro….

How do I make things happen by themselves?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Automation

A rule runs actions on a case when something happens and its conditions match. For example: When A case is created, If Title / subject contains “invoice”, Then Move to queue Billing. Other triggers include The customer has not answered for… and Nobody from the team has answered for…. Rules are checked every few minutes and run once per case. A rule’s own changes never start another rule.

How do I send email from my own address?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Email

1. Enter your SMTP server, Port, Username, Password and the From address customers see and reply to. Your mail provider gives you these.
2. Press Save, then send a test with Send a test to.
3. Optionally tick Use the branded layout: your logo and name on a band of your colour, and your footer, on every email.

Without your own server, Codexta’s platform mail sends for you.

How do I turn incoming email into tickets?

• Who: Owner, Admin
• Plan: any

1. Ask us to connect your support mailbox. For security, the mailbox password is kept by Codexta, never typed into the console.
2. In Settings › Channels, press Add channel, choose the kind Email, enter the address and choose the mailbox we set up.
3. Switch Email intake on in Settings › Backends.

If some mail could not be filed, the Overview’s Support card says so. Open that mail in your mailbox.

What can I do with contacts?

• Who: everyone with the console (changes may need Manage contacts)
• Plan: any

Codexta › Support console › Contacts

• Search by name, email or phone and open a person to see all their cases, files and notes.
• Add labels and notes for the team, and group people into Companies.
• Merge into… joins two records of the same person.
• Block: a blocked contact cannot open new requests, chat or write in.
• Import CSV and Export CSV.

Example: connect Slack

• Who: Owner, Admin
• Plan: not on every plan

Codexta › Support console › Settings › Apps

1. In Slack, create an app for your workspace and invite it to the channel your team uses. Copy its bot token, its signing secret and the channel id (it starts with C).
2. In the console, fill in Slack bot token, Slack signing secret and Slack channel id.
3. Choose the Slack mode:
   • Two-way: replies in Slack go to the customer. Start a reply with note: to keep it internal.
   • Alert only: answer in the console.
4. Press Connect. Copy the Event Request URL shown into your Slack app’s event settings.

New cases are then posted to the channel, and the conversation follows in the thread.

What do the other apps do?

• Linear: create a Linear issue from a case, or link one, with Create issue in the details. The link is noted on the case.
• Stripe: with a restricted key that reads customers, subscriptions and invoices, the case details show the customer’s Stripe information.
• Notion: pages shared with your Notion integration can be imported into your knowledge base (Knowledge base › Add document › or from Notion:) and kept in sync.

What is on My dashboard?

• Who: everyone with the console

Your open cases, soonest due first, what is urgent or overdue, and your day so far (resolved, newly assigned, escalated). It compares your first response and resolution times with the team.

How do I see the whole team right now?

• Who: Owner, Admin, Support manager

Codexta › Support console › Team

Live chats waiting (longest wait first; click one to pick it up), unfinished cases per queue and tier, and each agent’s open, pending and overdue cases.

What do the reports show?

• Who: Owner, Admin, Support manager (or a custom role with See reports)

Codexta › Support console › Reports

• Cases created and resolved, the backlog and missed targets, by queue, agent, channel, label or priority. Click a bar to see its cases.
• First response and resolution times, live chat waiting time, reopen rate, and a heatmap of busy hours.
• How the assistant did: what it resolved by itself, when it handed over to a person, and why.
• Pick a period, tick Business hours only if you like, and download any table as CSV.

How do I ask customers to rate us?

• Who: Owner, Admin
• Plan: any

1. In Settings › Queues, tick Ask for a satisfaction rating (CSAT) on a queue.
2. When a case of that queue is resolved, the customer gets one survey: a chat in the chat window, a ticket by email.

CUSTOMER SEESHow did we do? Please rate your experience with request #10042: (link)

They rate from 1 to 5, once. Reports › CSAT shows the answers by agent and queue.

How do I start a help center?

• Who: Owner, Admin (or a custom role with Manage the help center)
• Plan: any

Codexta › Support console › Help center

1. Add a portal (New portal) with a name, languages and colours.
2. Write articles in Articles, or use Draft from website to draft them from your site. Everything starts as a draft; press Publish when ready.
3. Suggested FAQs: the AI reads resolved cases and suggests questions customers keep asking, with your team’s answers.
4. The site is at /hc/your-portal. You can point your own domain at it.

In a reply, agents can insert a link to an article. Add to knowledge base lets the assistant answer from an article too.

Campaigns

• Who: Owner, Admin

Settings › Campaigns: a Widget message on your pages after a shopper spends some seconds on a page you choose, or a One-off SMS to contacts with a label (needs an SMS number).

Monitors

• Who: Owner, Admin

Settings › Monitors: describe in plain English what to look for, for example “the customer says they will cancel or go to a competitor”. The AI checks every resolved case and lists the matches with its reason. It can tag them. Preview on recent cases tries it first.

Calls

• Who: Owner, Admin

With an SMS number connected in Codexta’s Settings › Integrations, the same number can take phone calls (Settings › Calls). In business hours your team’s phones ring; otherwise the caller leaves a voicemail. Calls are logged on the caller’s case and can be recorded and transcribed.

How do I erase a customer’s data?

• Who: Owner, Admin
• Plan: any

Codexta › Support console › Settings › Data & audit

1. Under Erase a customer’s data, enter the Customer email to erase and press Erase.
2. Confirm. Every case of that customer is deleted, and what they wrote on other cases is blanked. This cannot be undone.

When your shop platform sends a deletion request for a customer, this happens by itself.

How do I see who changed what?

The Audit log on the same tab lists configuration changes, deleted cases, blocked contacts and erased data, with who did it and when. You can search it and filter by date.

Can I bring my old helpdesk over?

Import from another helpdesk brings contacts and conversations, with their messages, notes and tags, from Freshdesk or Intercom. Running it again skips what was already imported.