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Administration

Admin tools

This page is for people who run the helpdesk. Most tools need the Manage settings permission (Cliedesk Admins and Owners).

Find a setting

Settings are grouped in areas: Workspace & brands, Channels, Team, Conversations, Automation, Commerce, Privacy & security and Developer. You see only the areas your role may open.

To find a setting fast, press Ctrl+K (Cmd+K on Mac) and type its name. Other words work too: “office hours” finds Business hours. Every settings screen has a Documentation link.

Home for admins

On Home, people who manage settings also see:

  • Setup progress: how much of the setup is done, with links to the next steps. Select Open the setup assistant to continue (see Getting started).
  • Not used yet: features you have not set up, such as rules or saved replies.
  • Recent changes: the last 10 changes to settings and rules, and who made them.
  • Who receives announcements: for each administrator, turn Security and Service emails on or off. If nobody is left for security emails, every administrator still gets them.

Setup Health

Go to Settings → Developer → Setup Health. Each check shows OK, Info, Warning or Critical. Open How to fix next to a problem. Select Run checks again after a fix.

Setup Health also checks:

  • Supported versions of PHP, WordPress and WooCommerce, and the WooCommerce order storage.
  • REST API: a security plugin that may block Cliedesk.
  • Slow queries: with WP_DEBUG on, the slowest Cliedesk queries. Values are hidden.
  • Queue lag: a warning when background work waits more than 60 seconds. The fix is a real cron job that runs wp cliedesk jobs run every minute.
  • Mailboxes (Cliedesk Pro): a warning when a mailbox cannot fetch email.
  • Page cache on the app: Cliedesk asks your own site for /desk (signed out). If a page cache answers instead (for example X-Cache: HIT or Age), you get a warning. Exclude /desk/* and /wp-json/ in your caching plugin, CDN or host cache, clear the cache, then run the checks again. Some hosts block a site’s requests to itself; then the check shows Info.

The Usage and sizes card shows Messages, last 30 days per channel, failed jobs, how jobs run, the largest tables and the Search index state. There are no limits on messages or conversations, and no fee per message. AI spend is shown with Cliedesk Pro.

Hooks for developers lists the WordPress hooks Cliedesk offers. With WP_DEBUG on, it also shows the callbacks attached to each hook. See the hooks reference.

Safe mode on a copy of your site

When the site address changes, or the site is not a production site, Cliedesk turns on safe mode. Outbound email and other outbound work wait (with Cliedesk Pro, mailbox checks too). A banner says Safe mode is on. If Settings → Channels → Email has a Test address, email goes only to that address.

On the live site, open Setup Health and select Confirm production. Do this only on the live site. Email and other work that waited goes out right away.

Help

Open your avatar menu and select Help. You can:

  • Search the documentation (it opens the documentation site).
  • See Keyboard shortcuts and What is new.
  • Report a problem. Admins can tick the box to add the Setup Health report. The report has no emails or links. Select Copy the report or Download the report. Cliedesk sends nothing by itself.

Labs

Settings → Developer → Labs lists experimental features. Switch one on or off for the whole site. Each change is in the audit log. Other plugins can add labs.

Integrations

Settings → Developer → Integrations lists the built-in integrations, supported plugins found on your site (such as WooCommerce and form plugins) and add-ons. Each shows its state, for example On, Off or Plugin not active. When you activate a supported plugin, you see New plugins found and a notification. The integration starts on; switch it off if you do not need it. Items marked Pro need Cliedesk Pro.

You can add buttons that open a web page about the customer, with no code.

  1. Go to Settings → Conversations → Side panel layouts.
  2. In Link buttons, select Add link button.
  3. Enter a Label and a Web address. The address can use values such as {contact.email} or {conversation.number} (the card lists them under You can use:).
  4. Under Show on, choose Conversations, Contacts or both.
  5. Optional: choose roles under Only for these roles (none: everyone).
  6. Select Save button.

People in other roles do not see the button. Each use is written to the audit log. Buttons that call another service are available with Cliedesk Pro.