What is organisation settings?

Admins and Managers manage accounts, projects and templates here. These settings apply across the queues agents work in the Inbox.

Organizational Structure & Settings

Helpdesk Inbox is structured hierarchically:

• Organization: Represents the client account, the top-level entity containing all projects, queues, and users.
• Project: A container that groups conversations, queues, and settings. Projects typically represent different business units, brands, or service lines within an organization.
• Queue: A subset of a project where incoming customer requests are distributed. Each queue belongs to only one project and can be assigned specific agents, SLA thresholds, and handling rules.

Organization Settings

Admins and managers can organize their teams here. They can add or remove agents, reassign them to projects and queues, and create or manage templates. This section is divided into five areas:

• Overview Page: Change the organization’s name and access a shortcut to the monthly analytics overview. Also quick access to Hubtype Platform Terms of Use.
• Accounts: View the number of user accounts, divided into Agents, Managers, and Admins. Tabs allow switching between roles. Information includes name, email, and current status (available, busy, away, offline).
  
  • For agents and managers, there are buttons to assign/unassign queues or projects, edit user settings, or delete accounts.
  • For admins, only the edit button is available.
• Projects: View and manage projects created within the organization.
  
  • Search projects by name or create a new one.
  • The project table shows project name, assigned managers and agents, and the number of queues.
  • Selecting a project opens its settings (general settings, assigned managers, queues, contact reasons). From here, admins can configure the SLA timer, create contact reasons, and assign team members.
• Webhooks: Event notifications are covered in Webhooks.
• Templates: Create, view and manage message templates that agents can use during conversations.
  
  • The template table shows the template title, an info icon for details, the assigned folder, and the last update date.
  • Search templates by name or filter by folder.
  • Click "NEW TEMPLATE" to create a new template with or without variables
    
    • Name: Enter the template name
    • Template text: Write the template content. Variables can be added using {{1}} for the first variable, {{2}} for the second, and so on (e.g., "Hi {{1}}, this should be done by {{2}}")
    • Choose a folder: Assign the template to an existing folder or create a new one by clicking "+ New Folder"
  • Templates can be organized into folders for easier navigation and management.
  • Selecting a template allows you to edit its content, assign it to specific folders, or delete it.