Channel Settings in EasyDesk

Use the create option to add a new channel.

• Select Create channel at the top of the Channels page

• A modal window titled Create Channel will appear

Step 3: Enter Channel Details

Provide the required information for the channel.

• Enter a Channel name

• Select an Assign group from the dropdown

• All incoming emails and requests route to this group

• Select Create

• EasyDesk adds the new channel to the channel list

View Channel List

The channel list gives a quick overview of all configured channels.

Displayed details include:

• Channel name

• Brand association

• Channel access type

• Assigned group

The default channel is marked with a Default label.

Edit An Existing Channel

Editing allows updates to channel name or assigned group.

Step 4: Open Channel Actions

Locate the channel you want to modify.

• Find the channel in the list

• Select the three-dot menu under Actions

• Select Edit

Step 5: Update Channel Information

Make necessary changes in the edit modal.

• Update the Channel name if required

• Change the Assign group if routing needs adjustment

Step 6: Save Changes

Apply the updated configuration.

• Select Save

• EasyDesk updates the channel instantly

Step 7: Configure Email Channel Settings

Set up how your email support channel receives and handles incoming tickets.

• Navigate to the Ticket tab inside the selected channel 

• Locate the Email inbox section 

• Review the system-generated support email address 

• Select Edit to modify or update email configuration if required 

Custom Email Setup

• Select New email under Custom emails 

• Add your domain-based support email (e.g., support@yourdomain.com) 

• Use custom emails to create a more professional and branded support experience 

Step 8: Enable Or Manage Live Chat

Control real-time chat support directly from your website or application.

• Open the Chat tab within the channel 

• Locate the Live Chat Support toggle 

• Switch toggle ON to activate chat support 

• Switch toggle OFF to disable chat functionality 

When disabled, chat interactions will not be available to customers.

Additional Configuration

• Select the provided link to configure chat widget behaviour 

• Adjust settings such as visibility, behaviour, and routing rules 

Step 9: Install Chat Widget

Deploy the chat widget to your website for real-time customer interaction.

• Go to Widget settings from the chat configuration page 

• Locate the Installation section 

• Copy the provided JavaScript code or React code snippet 

• Paste the code before the closing </body> tag on your website 

This enables the EasyDesk chat widget across your site.

Widget Customisation Options

• Set launcher icon appearance 

• Update theme colour to match your brand 

• Choose preferred font style 

• Enable or disable Knowledge Base access 

Step 10: Remove EasyDesk Branding

Customise the widget for a fully white-labeled experience.

• Locate Remove EasyDesk branding option 

• Enable the toggle to remove branding from the chat widget 

This feature helps maintain consistent brand identity across customer touch points.

Step 11: Integrate Social Media Channels

Connect social platforms to manage conversations from a single place.

• Open the Social tab inside the channel 

• Locate Social Media Integration section 

• Select Integrate 

Available integrations include:

• Facebook Messenger 

• Instagram Direct 

• WhatsApp 

After integration approval, EasyDesk allows you to receive and respond to messages directly within the platform.

Channel Management Best Practices

Proper channel setup keeps support organised and efficient.

• Create separate channels for different support functions

• Assign channels to groups with matching expertise

• Review channel assignments regularly as teams grow

Channel settings play a key role in organising customer communication and ensuring faster responses. Regular reviews help maintain accurate routing and clear team ownership as your support operations scale.