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Cliedesk Pro

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Administration

Agency mode

This guide covers a feature of Cliedesk Pro. The free plugin is a complete help desk; see what Pro adds.

Agency mode is part of Cliedesk Pro. Use it when your agency supports products of several clients from one helpdesk. People who manage settings and see every product (Owners and Admins) manage clients in Settings → Team → Agency clients.

Add a client

  1. Select Add a client and enter the Client name.
  2. Tick the Products of this client. A product belongs to one client only.
  3. Optional: tick White label to remove Cliedesk branding from this client’s chat widget and customer portal. Enter a Brand name to show instead, or leave it empty to use the product’s brand name.
  4. Select Save client.

Client collaborators

People of the client can work in the helpdesk. Invite them first in Settings → Team, then pick them in Add a collaborator on the client.

  • A collaborator sees only the client’s products: conversations, contacts, search and reports.
  • When you change the client’s products, their access changes too.
  • Owners and Admins always see every product, so they cannot be collaborators.
  • Remove takes away the person’s helpdesk role too. They do not get access to other products.

Client report

Select Report on a client to see the last 30 days for the client’s products only: new conversations, resolved, replies, open now and CSAT, in total and per product. A collaborator who may read reports sees only their own client’s report.

White label for every product

To remove Cliedesk branding everywhere, open Settings → Workspace and tick Remove Cliedesk branding from the chat widget and the customer portal. The “Powered by Cliedesk” line in the widget then stays off.

In Settings → Workspace, under Your helpdesk name and logo, enter a Name and a Logo address (the address of an image in your media library), then select Save name and logo. Your team then sees this name and logo instead of Cliedesk in the wp-admin menu, the browser tab of the app and the installed app. Leave both empty to show Cliedesk again.

Archive a client when you stop working for them. Their collaborators lose access, and the products are free to give to another client. Conversations stay.