Getting a team started in Desk takes three steps, in this order:
- Connect the team's email address with the Datarails Integration team.
- Create the team in Desk.
- Add the people and fine-tune Team Settings.
The email connection comes first, because it's how requests reach Desk. Without it, the team has no way to receive tickets.
Step 1: Connect the email submission channel
Requests reach Desk by email, so the team's mailbox, for example ar@yourcompany.com, has to be connected before the team goes live. This is set up together with the Datarails Integration team. Contact your Datarails representative to schedule it.
Have the email address of each team mailbox you want to connect ready, such as your AR collections inbox. The Integration team takes it from there and confirms when the connection works.
Step 2: Create the team
The first time you open Desk without a team, you see Let's get started. You don't have any teams yet. Click Create your first team.
The Create new team wizard walks you through these steps:
| Step | What you set |
|---|---|
| General settings | Team name, Team type (for example AR or AP) and Team email address, the mailbox connected in step 1 |
| Record identification | Your company's email domains and the common email providers, so Desk recognizes senders correctly |
| Ticket configuration | Which record fields appear on tickets |
| Manage rules | Optional rules for new tickets, such as automatic assignment or tags |
| Invite members | The people on the team and their roles |
The ticket number prefix comes from the team name, so choose a name you're happy to see on every ticket. Each team name must be unique in your organization.
When you click Create team, Desk shows Team created successfully! and creates two permission groups for the team, one for Owners and one for Editors. Every step except the members can be changed later in Team Settings.
Step 3: Add the people
In the wizard's Invite members step, add people from your organization and choose each person's Permission type:
| Role | What they can do |
|---|---|
| Owner | Can fully control the team, its settings, and all its tickets and assignments |
| Editor | Can handle tickets assigned to them end-to-end, from creation or assignment through resolution |
After the team is created, membership is managed through its two permission groups in Datarails: open the group's profile and go to its Permissions section. See New Permissions: User Management in Datarails.
Make sure each team has at least one Owner, because only Owners can assign tickets and change Team Settings.
Before you go live
- The Integration team has confirmed the email connection works.
- A test email sent to the team address appeared as a ticket in Desk.
- A reply sent from that ticket reached the sender, from your team's address.
- The test sender was recognized and linked to the right customer or vendor record, or you know why not.
- The record card shows the fields your team needs (Ticket configuration).
- Every person on the team is in the right group, Owners or Editors.
- Any rules you created assign, tag or prioritize the test ticket as expected.
- You've decided whether AI stays on for the team (AI capabilities, on by default).
Wrap up
You have now learned how to:
- Get the team's mailbox connected with the Integration team.
- Create the team with the setup wizard.
- Add Owners and Editors.
- Check everything before the team starts working in Desk.
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