After signing up and configuring your account, you get few lines of code. Pasting this code in your webpages makes ClickDesk live chat window appear on website. Visitors live chat or VoIP call from your website. Operators respond on Google talk or Skype.
I'm online on my IM. But why does live chat on my website appears offline?
Please make sure that our contact bots are present online and you are in 'online/available' status in your IM. If the problem still exists, send a message /clickdesk to livechat1 in Google talk or \clickdesk to getlivechat1 if you are using Skype. This alerts our system and makes you appear on your website. Contact our live support if you still face the issue.
I added more operators and bot contacts show online on their IM. But only 1st operator is receiving the chats.
After adding more operators, please make sure that the operators are added to the department. Click on "Copy code to website" and Edit the existing department. You can now see the newly added operators. Assign them and save it. The new operators will now be able to receive live chats and calls on their IM.
What are the things that I can customize in my live chat window?
Depending on the plan in which you are, you can customize the layout, colors, text, language and branding of the live chat on your website. To know about the full customization features available for your plan, please click here
Can I receive chats/calls on my mobile?
Yes! If you smartphone has Google talk or Skype installed and is connected to wireless, GPRS/EDGE or 3G, you can receive live chats and VoIP calls from your website. There is no separate application to be added.
Sales and Billing
What are the payment methods your support?
We accept all major credit cards - Visa, Mastercard and American Express. We also support paypal
Can I use ClickDesk on multiple websites?
Yes, you can use it on any number of websites you own. Just paste the code in your websites and you can receive live chat and VoIP calls from all of them. Tip: Create a separate department for each of your websites to get different code. Useful for indepth analysis and reports.
Can I change the text and language of the chat window?
Color, text, theme customization and language localization is available for all our paid plan users. You can change the text and even use live chat in your own local language
How do I install a plugin?
Please go through our plugins page. Detailed installation instructions with screenshots are given. Please write to support at clickdesk.com if you need our experts to install them for you. Plugins are free to use and are available for all our customers.
Integration addons are available only for the paid users.
How does your affiliate program work?
We have a very rewarding affiliate program. Please go through our affiliate page for more details. All our affiliates get access to our promotional material - banners, images, landing pages etc.
Can I add this live chat to my CMS website?
Yes! Even if the plugin is not readily available for you content management system, in most cases you can still use ClickDesk to receive chats and VoIP calls from your website. Please get in touch with us.
What is social toolbar?
Have you always wished to add facebook and twitter timelines to your website in a beautiful interface? Make your sidebar clutter free and let your visitors like or follow you right from the chat window!
Can I get a dedicated local access number?
Currently, you cannot order a dedicated local access number to receive voice calls from your website. Please check our sister company PBXplus to order for dedicated numbers.
Do I need to install anything on my PC or server?
No! We do NOT have native PC software, the update notifications and the bugs that come along with. ClickDesk is completely cloud hosted and you need not ever install a software on your PC or server. Signup, configure, paste the code on your site and ClickDesk goes live! on your website
Is there a setup instruction video that I can take a look at?
Ofcourse. We want to make our setup process and instructions as simple as possible. Here's the link to the instructions video
Guess what - It hardly takes 3minutes from signup to receive your first live chat.
How does the live chat look like on my website?
How does it look on ClickDesk? Did you like it? - It looks the same or even better with full customization features. You can demo it on your website by entering your URL in the footer section of ClickDesk homepage
Do you offer installation help on my website for free?
We do! - At no additional cost, our support professionals are always available to setup ClickDesk on your website. Hopefully, you never need our assistance and the process is get-set-go!
How long does it take to approve my account?
Instant. Yes, all accounts and upgrades are activated instantly. The moment you signup and verify your email, you become our customer. Welcome to the ClickDesk community!
Can I upgrade/downgrade in the future?
We are truly scalable and understand your business better than any other. Our plans are customizable and you can upgrade at any time as your business keep growing.
How long does it take for the setup? Do I need any technical or coding knowledge?
The average time that takes for our customers to setup is 3 minutes. Wouldn't believe us? Give this video a spin. Still not convinced? Why not signup for our free plan and test it yourself?
What is SSL?
Secure Socket Layer. Wikipedia defines it better. In short, it provides more security and hack-proof way of the live chat conversations. SSL comes enabled with all our plans. You need not worry about your live chat privacy or security.
What is White label?
White label allows you to remove ClickDesk branding completely from the live chat window. It also allows you to upload your own logo in the footer section of the live chat widget. You visitors will never know about our service. You can read more about it here
What is a Browser phone?
Using browser phone, visitors can call you directly from their browser without the need to install any additional software. Not even Skype is required to make a free call to the operator to get voice support.
Do you provide VoIP phone?
No, we are not a VoIP service or phone provider. We connect the web visitor and the operators through VoIP call technology using browser phone.
Which IMs do you support?
Google Talk and Skype. You can also use your Jabber client (Pidgin, Empathy etc) or web apps (meebo, imo etc) to receive live chats.
Is there a mobile app I need to install?
You do not need one. Surprised? ClickDesk works on mobiles, tablets, PCs out of the box without any installation. You can receive live chats and respond to them on your regular mobile IM app.
Which all the plugins do you have?
Honestly, it's a long list and is ever expanding. We are continuously developing plugins and integrations to make ClickDesk available for wide platforms and users. Please check our plugins page.
Can I use ClickDesk on my Mac?
Mac, PC, Ubuntu, Chrome OS, Android, iOS, Palm, Symbian, Meego, Mango or whatever! All you need is a way you can log into your regular Google talk or Skype to receive chats. No more system requirements or downloads.
What are canned messages?
These are shortcuts with pre-defined messages which can be used for common messages during live chat conversation. For e.g: you can save /hello with "Welcome to ClickDesk". And the next time sending /hello in the IM would display your welcome message in your IM and at the ClickDesk chat window of the visitor.
Canned responses save a lot of time and offer convenience for the chat operator while handling simultaneous chat sessions.
Can I transfer my account or change email?
No. It is not possible to transfer or change your user email ID.
How do I change my credit card details and billing cycle?
Please contact our support. We will be happy to assist you with the changes.
Are my details safe?
All your details including your credit card information ( if present) is safe. We use Google and Amazon servers and you can be assured that the data present with ClickDesk is safe. We never share your information with any 3rd party apps or services.
Can I receive VoIP calls on my UK number?
Currently, we support call transfers to Skype, Google talk and US phone numbers only.
How to setup White label feature?
Login to your dashboard and go to Colors and User interface. Click on 'Custom Images (Advanced)' and scroll down to find the 'White label' section. Upload your own logo and link it to your home page. To use this feature, you need to be in our Pro plan.
How do I add on multiple websites?
If your plan allows you, you can use ClickDesk live support on multiple websites. Copy & paste the code or install our plugin on your websites. No more tweaking of the code. It just works on any website.
What is pro-active chat? How do I set it up?
Welcome your visitors with a custom message and invite them to chat. Please
Follow these instructions to set it up -
How to delete operators?
In order to delete an operator, you first need to make sure that the operator is not present in any of the departments. Please edit your department and then unassign the operator you wish to delete. Save it and go to Add Operators page. You can delete the operators now.
I enabled call option. It doesn't show 'Call me' button
The 'call' option is available only after the visitor initiates a chat and operator responds to it. We are sure that you do not want to receive calls when no operator is available to respond. The call connects the visitor and the operator for free of cost using our Browser Phone technology.
How do I setup my social toolbar?
Go to Colors and User interface in your ClickDesk dashboard. Click on the 'Look and Feel' menu item and scroll down to Social Networks section. You can add your twitter handle and your facebook fan page URL here. Once added, these get automatically displayed on your live chat widget.
How to add a custom live chat button on my website?
Go to colors and user interface and click on custom images. You can upload your own images for offline and online mode and update.
Use this code
in the place where you need to display your online/offline image.
What are these chat bots? Why should I accept/add them?
After adding the operator, we send automated contact requests (bots) to your IM. This is to make sure that you actually are the owner of the IM id. The bots also find your presence (online/offline) and IM status (available, busy or away) and change the live chat mode on your website accordingly.
How do I manage simultaneous chat sessions?
Paid users can receive up to 5 simultaneous chats from website. You can select this while adding your operator. You can also edit an operator to change this value.
Where do I paste the live chat code?
Just before the closing body tag
of your webpages code.
Can the chats be transferred?
Yes, to transfer chat to another operator, send a message
/transfer agentNickname in Gtalk or \transfer agentNickname in Skype during the current live chat session. The new operator takes over the current live chat without breaking the session.
Do I need to stay logged in to Dashboard to appear online on my website?
No. Staying in 'available' mode in your IM shall make ClickDesk appear online on your website. You need not login to the dashboard unless you want to edit operators, change preferences or customize the look of the live chat. Going offline in your IM or changing the status would to busy/away would turn ClickDesk offline on your website.
Why does Live chat on my website appears offline?
WePlease make sure that our contact bots are present online and you are in 'online/available' status in your IM. If the problem still exists, send a message /clickdesk to livechat1 in Google talk or \clickdesk to getlivechat1 in Skype. This alerts our system and makes you appear on your website. Contact our live support if you still face the issue.
I didn't receive bot requests. What should I do?
Please wait few minutes for our contact bots to auto add you. If you still do not receive them, delete the operator and add again. Also, try manually adding our bots to your IM. Please go through this article for details.
Live chat appears online even though I'm offline.
Please log off from all your logged in IMs (mobile, PC, tablet etc.) and wait for our system to auto check your status. It may take upto 2 minutes for your availability status to reflect on your website. If ClickDesk still appears online, please contact us.
How do I stop receiving too many mails?
You can control the frequency of emails to be received. By default the email status is set to receive the live chat transcripts immediately and reports daily. You can change these settings from your ClickDesk dashboard. Go to Preferences -> Email notifications and set the preferences as you wish to.
Can I add ClickDesk to my flash website?
Yes. ClickDesk works on all websites, even those that are built completely on flash or flex.
ClickDesk live chat appears beneath my flash object. How do I fix this?
To avoid overlapping of the chat window with your flash object, you need to add wmode="transparent" in your embed tags
How do I set it up ClickDesk on my CMS website?
Please visit our plugins page and go through the those instructions. If you are using a different platform than the one listed, ClickDesk can still be used on it. Please contact our support and we shall install it for you on your website.
How can I reach you for support? What are the timings?
You can contact our sales and support team round the clock through email, chat and phone.
I did not receive verification email.
Rarely does this occur. Please check your SPAM folder too and try clicking on the forgot password link. You can signup with your Google or Yahoo email directly. If you still face problem getting your email verified, please write to support at clickdesk.com We shall manually get your email verified.
I installed your plugin. Where do I copy the code to?
With our plugins, you need not copy/paste any code. Once the plugin is installed and the setup instructions are followed as in our plugins page, ClickDesk should appear automatically on all your pages. If you see 'Copy your code' instead of the 'Install Plugin' link, please clear your browser cookies and cache and try again.
While installing the plugin on another site, it redirects to my old website.
This happens because of the stored cookies and cache in your browser. Please clear your browser cookies and cache. You should be able to successfully install on multiple websites.
How do I add my facebook and twitter id to social toolbar?
Login to your dashboard and click on Colors and User Interface -> Look and Feel. Scroll down to the button of that page to find the Social Networks block. You can add your facebook and twitter URLs to make the social toolbar appear on your ClickDesk.
Please note that you can only add a fanpage of facebook, but not your personal profile link.
What is the difference between free and paid plans?
We offer both free and paid plans. In free plan you are limited to receive no more than 30chats/month and you do not get the ability to customize the text, colors and language of your live chat. Paid plans come with more advanced customization and preference setup. Compare our plans
Can I customize ClickDesk appearance in free plan?
Premium features - text, language and color customization themes are available only on our paid plans.
Can I use multiple language localization (english, spanish, dutch, etc. together) with a single account?
No, it is not possible to use multiple language localization with single account. In paid plans, you can localize your text to match your website or audience, but more than one language cannot be setup per account.
Can I deactivate VoIP feature? I do not want to receive calls.
While adding the operator, you can decide whether to 'enable' the VoIP call function for that operator or not. If you have enabled it while creating, but later decide not to receive calls you need to edit the operator and disable the call option.
Do you have a Reseller plan?
Most of our help desk customers are happy for our affiliate program and refer to their friends to earn a commission. But if you are a large player and are interested to resell ClickDesk with your own branding, please contact us and we shall be happy to come up with a customized plan to suit your requirement.
I have a requirement of more than 10 operators. Can you provide?
Yes we provide. our pricing is based on per operator. If you have more than 10operators requirement please contact us and we can manually arrange the setup for you.
I have suggestions/feedback/bug reports to improve Clickdesk. Whom do I contact?
Please write to email@example.com We are all ears for your feedback and suggestions.
I have created another Clickdesk account but not able to add operator. What do I do?
You cannot use the same operator in multiple accounts, but the operator can be added to more than one department in the same account. If you see 'the operator cannot be added. Id already exists', please delete the operator from other account and retry again. Contact us if you need further assistance.
How to view customers info?
Whenever a new chat is initiated by a visitor on your websites, details such as location, browser, OS, referrer, current viewing page etc. are obtained on the IM of the operator. All these details along with the Name and Email (if filled) can be viewed later in the reports section from your dashboard.
How do I cancel my Paypal subscription?
Login to your paypal and you should be able to view all your subscriptions. There are no contracts involved with our plans and you are free to cancel or unsubscribe anytime.
I want to switch over to a different payment method (Paypal to credit card or vice-versa). Is it possible?
Switching over to a different payment method (Credit card to Paypal or vice-versa) is not allowed. Please be careful while choosing your preferred payment method and stick to it. Cancellation and re-subscription with a different payment method will make you lose your current account settings (operators and departments) and you will be required to set it up all over again.
I want to enroll for monthly Paypal subscription. Is it possible?
Monthly subscription is only available for credit cards but NOT for Paypal. Paypal is available only for the annual subscriptions.
Can I get more than 5 concurrent chats per operator? (Update - $24.99 for 7 concurrent chats per operator)
Our plans are limited to receiving only 5 simultaneous chat sessions per operator. We have a special plan of $24.99/operator per month in which you receive all the pro plan features and the ability to receive 7 concurrent chats.
Can I change the placement/alignment of the chat bar and chat buttons on my website?
Yes. You can change the themes, layout and positioning of both the chat bar and live chat button on your website.
Can the chat box pop out as a separate window?
No, it cannot be set up to open in a separate window. You can hide the chat window link at the bottom and show only a button.
My questions are not answered here. Whom do I contact?
Please feel free to write to firstname.lastname@example.org We shall get back to you within 24hours (normally in less than 4 hours). You can even initiate a live chat with our support executives to get your queries answered immediately.
What are the payment methods your support?
We accept all major credit cards - Visa, Mastercard and American Express. We also support paypal
Help Desk setup
How do I allow my operators to use helpdesk?
Go to "Add Operators" Page and "Edit" the existing operators. You can enable the helpdesk option for that operator and provide a password. The email of the operator acts as username to login at your helpdesk panel.
How do I choose a domain name for my helpdesk panel?
Login to your dashboard and go to the settings page in the Helpdesk menu. You can enter your company name, URL and a logo here. Click on create/update button to save the settings.
Can I change my domain name or logo?
You cannot change your domain name (URL) or the logo in our free plan. Our paid plans allow you for full customization.
How do I add agents to my helpdesk?
You can add agents (operators) directly from your dashboard and decide whom all can access it by enabling/disabling the access to them. Adding of agents is restricted to the plan to which you are subscribed to. You can upgrade or downgrade anytime.
What is department's email id?
Each department you create gets an unique email address. You can setup a forwarding rule to receive all the emails directly to your helpdesk.
e.g: You can forward email@example.com to support departmentâ€™s email id and get all of them to your helpdesk as new tickets. You agents can login and reply to these tickets directly from the helpdesk.
Tickets are not being generated
Please make sure that you have setup the forwarding at your email provider correctly. Contact our support team if you still face an issue with this.
Can customers view helpdesk panel?
No. They can only reply to a ticket via their email.
Help Desk panel
How do I transfer a ticket?
If can transfer a ticket to another operator or department if you have more than 1operator accessing the helpdesk. Each ticket has a 'transfer' link which gives you an option to choose the agents to whom you can transfer the ticket
What are New tickets?
These are the tickets that are received and might be already viewed but not assigned to any operator. If you reply to this ticket or assign it to someone, the status is changed to Open.
What are Open tickets?
Tickets with this status are already replied or assigned to you. These are not yet resolved and you are waiting for the customer to reply.
What are Favorite tickets?
These are the tickets star marked for further reference. These might be either in open or closed status.
What are Closed tickets?
These tickets are successfully solved and cannot be further replied by the customer or the agent.
Can I create a new ticket?
Yes! You can create a new ticket on behalf of the agent. An automated email goes to the customer saying that a new ticket has been created on their behalf. You can control the from name, email, assignee, ticket status and even the automation text.
Can the tickets be deleted?
Yes. Any ticket can be deleted and at the moment this is available for all the agents. We will be working on the access levels in the next versions.
Clickdesk, Support Cloud is a
application software company based in Sunnyvale, CA & Hyderabad, India.