# CloudFly Helpdesk — Documentation

> Multi-channel helpdesk platform: a shared inbox for the web widget, Facebook
> Pages, Zalo OA, Telegram and email; tickets with SLA; a customer portal.
> This is the English edition. The Vietnamese one is at /vi/llms.txt, 1:1 in content.

## Documentation

- [CloudFly Helpdesk documentation](https://helpdesk-docs.svr1.feedapp.click/en/index.md): The starting point for the CloudFly Helpdesk user guide, written for support agents and for the administrators who configure a workspace.

## Getting started

- [Getting started with CloudFly Helpdesk](https://helpdesk-docs.svr1.feedapp.click/en/bat-dau.md): Four pages that take a new CloudFly Helpdesk workspace from the first sign-in to the first answered conversation and a second person on the team.
- [Sign in and find your way around](https://helpdesk-docs.svr1.feedapp.click/en/bat-dau/dang-nhap.md): Reach the CloudFly Helpdesk console for the first time with your own account, then name the three regions on screen: navigation, queue and message timeline.
- [Create your first channel](https://helpdesk-docs.svr1.feedapp.click/en/bat-dau/tao-kenh-dau-tien.md): Build your first channel as a website widget: name it, list the domains allowed to embed it, pick the display options, then collect the embed snippet.
- [Handle your first conversation](https://helpdesk-docs.svr1.feedapp.click/en/bat-dau/xu-ly-hoi-thoai-dau-tien.md): Answer a conversation from the queue, leave an internal note the customer never sees, take ownership of the thread, then resolve it once the work is done.
- [Invite a colleague into the workspace](https://helpdesk-docs.svr1.feedapp.click/en/bat-dau/moi-dong-nghiep.md): Create an account for a colleague in CloudFly Helpdesk: fill in the profile, pick the workspace role, set a starting password, then place them in groups.

## Concepts

- [What the system is made of](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/kien-truc-tong-quan.md): The three services behind the CloudFly Helpdesk console, the path a message takes through them, and why losing the realtime link is not losing a message.
- [Shared inboxes and channels](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/inbox-va-kenh.md): How a shared inbox differs from a connected channel in CloudFly Helpdesk, and why every conversation belongs to exactly one inbox at a time.
- [Conversations versus tickets](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/hoi-thoai-vs-ticket.md): What a conversation holds, what a ticket holds, which of the two carries an SLA clock in CloudFly Helpdesk, and how to decide where a request belongs.
- [Roles and per-feature permissions](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/vai-tro-va-quyen.md): CloudFly Helpdesk grants access along two independent axes: the workspace role, administrator or agent, and the permission groups that decide who may write.
- [SLA and working calendars](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/sla-va-lich-lam-viec.md): An SLA commitment in CloudFly Helpdesk is built from a policy, a working calendar and a ticket, plus three rules that decide whether it is met or breached.
- [Contacts, channel identities and linked records](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/contact-va-ho-so-lien-ket.md): One human can occupy several contact records in CloudFly Helpdesk. How channel identities work, what linking asserts, and why a link is transitive.
- [Glossary of helpdesk terms](https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/thuat-ngu.md): Each CloudFly Helpdesk concept paired with the exact English label the console prints for it, so this documentation and the screen name one thing one way.

## Inbox & conversations

- [Working the shared inbox](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu.md): The conversation queue is the screen a support agent looks at all day. This section covers filtering, assigning, replying, internal notes and tidying up.
- [Filter the queue and bookmark the view](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/loc-va-hang-doi.md): Narrow the conversation queue down to your share of the work with channel, tab, status and order, then bookmark the URL so the same view opens next time.
- [Assign an owner and teams](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/phan-cong.md): Hand a conversation to one accountable person, pull in the teams that share the work and add followers, so no conversation sits there unowned.
- [Reply to a customer, or write a note](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/tra-loi-va-ghi-chu-noi-bo.md): Use the two composer modes: one sends to the customer, the other stays with the support team, and know exactly where the boundary between them sits.
- [Tag a teammate and open a thread](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/nhac-ten-va-luong-phu.md): Pull a colleague into a conversation with an @ mention inside an internal message, and open a thread on one message to keep the main timeline clear.
- [Archive a conversation and mute it](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/luu-tru-va-tat-thong-bao.md): Clear your own queue by archiving what you have finished, and mute a noisy conversation for a chosen period, without changing a colleague's queue.
- [Reuse canned responses and a signature](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/mau-cau-tra-loi.md): Build your own library of replies and insert them with a slash in the composer, then set a signature you can drop at the end of a message.
- [Message a colleague directly](https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/tin-nhan-truc-tiep.md): Open a private room between staff inside the console, so a question between two people does not have to move to a separate chat application.

## Channels

- [Supported channels](https://helpdesk-docs.svr1.feedapp.click/en/kenh.md): The four channels you can connect from the CloudFly Helpdesk console — a Facebook Page, a Zalo OA, a Telegram bot, an IMAP/SMTP mailbox — and who sets up what.
- [Connect a Facebook Page](https://helpdesk-docs.svr1.feedapp.click/en/kenh/ket-noi-facebook.md): Attach a Facebook Page to your workspace with the console's sign-in button, pick the Page from the list, then verify it with Facebook's own answer.
- [Connect a Zalo Official Account](https://helpdesk-docs.svr1.feedapp.click/en/kenh/ket-noi-zalo.md): Attach a Zalo Official Account to your workspace: declare the app, paste the webhook, authorise the token pair, and learn the messaging window in advance.
- [Connect a Telegram bot](https://helpdesk-docs.svr1.feedapp.click/en/kenh/ket-noi-telegram.md): Create a bot with @BotFather, paste its token into the console, then check the webhook the server registers on your behalf for the new Telegram channel.
- [Connect an IMAP/SMTP mailbox](https://helpdesk-docs.svr1.feedapp.click/en/kenh/ket-noi-email.md): Attach an IMAP/SMTP mailbox to the CloudFly Helpdesk console: let it guess the servers, correct the ports and TLS, then test before you sign in.
- [Spot and fix a disconnected channel](https://helpdesk-docs.svr1.feedapp.click/en/kenh/suc-khoe-ket-noi.md): Recognise a channel that stopped receiving from the badge in the channel list, ask the third party directly with the check button, then reconnect its own way.

## Contacts

- [Managing contacts](https://helpdesk-docs.svr1.feedapp.click/en/lien-he.md): Customer records live under Contacts. This section covers linking two records that are one person, duplicate records, and messaging a customer first.
- [Link two records as one person](https://helpdesk-docs.svr1.feedapp.click/en/lien-he/lien-ket-ho-so.md): Declare that two contact records are one customer, so staff read one shared history — and undo it when the call was wrong, because a person made it.
- [Merge two duplicate contacts](https://helpdesk-docs.svr1.feedapp.click/en/lien-he/gop-lien-he.md): Absorb a duplicate record into the contact you are looking at, on the Merge tab. The record you pick is deleted for good, so a confirm box comes first.
- [Start a conversation from a contact](https://helpdesk-docs.svr1.feedapp.click/en/lien-he/mo-hoi-thoai-tu-lien-he.md): Write to a customer first: the Send message button opens their newest conversation, or asks which channel to reach them on and creates one.

## Tickets & SLA

- [Tickets and SLA in the console](https://helpdesk-docs.svr1.feedapp.click/en/ticket.md): Five pages that open a ticket, run a team's Kanban board, configure its columns, set an SLA policy and build the working calendar the SLA clock counts on.
- [Create a ticket and answer the customer](https://helpdesk-docs.svr1.feedapp.click/en/ticket/tao-va-xu-ly.md): Open a new ticket in the CloudFly Helpdesk console, answer the customer on its timeline, leave an internal note for your team, then resolve the ticket.
- [Track tickets on your team's Kanban board](https://helpdesk-docs.svr1.feedapp.click/en/ticket/bang-kanban.md): Open a department's Kanban board, read the columns and the SLA badge on each card, then drag a card into another stage to move the ticket along.
- [Configure the columns of a team's board](https://helpdesk-docs.svr1.feedapp.click/en/ticket/cau-hinh-cot.md): Add, rename and order the stages on a department's Kanban board, mark the column that closes the flow, and choose the stage new tickets land in.
- [Set an SLA policy for a team](https://helpdesk-docs.svr1.feedapp.click/en/ticket/chinh-sach-sla.md): Create an SLA policy in the CloudFly Helpdesk console: pick the team, the priority, the target hours, the working calendar and the stage that counts as reached.
- [Set working hours, shifts and leave days](https://helpdesk-docs.svr1.feedapp.click/en/ticket/lich-lam-viec.md): Build a working calendar in the CloudFly Helpdesk console with weekday shifts and one-off leave periods, so the SLA clock counts business hours only.

## Email mailbox

- [Read and send email in the console](https://helpdesk-docs.svr1.feedapp.click/en/email.md): The Email section is your own mail reader inside the console: three panes for folders, the message list and the message itself, plus a compose button.
- [Add a second mailbox to the Email section](https://helpdesk-docs.svr1.feedapp.click/en/email/them-tai-khoan.md): Attach another IMAP/SMTP mailbox to your own account, move between the mailboxes you have, and read the status badge each one carries.
- [Organize mail with folders, labels and flags](https://helpdesk-docs.svr1.feedapp.click/en/email/thu-muc-va-nhan.md): Build your own folders inside a mailbox, apply coloured labels to messages, and use the Flagged view to gather the mail you mean to come back to.

## Chat widget

- [The chat widget on your website](https://helpdesk-docs.svr1.feedapp.click/en/widget.md): Four pages that configure the CloudFly Helpdesk chat widget: paste the embed snippet, restyle it, decide how visitors identify themselves, add other channels.
- [Embed the widget on your website](https://helpdesk-docs.svr1.feedapp.click/en/widget/nhung-vao-website.md): Copy the embed snippet from the Configuration tab of a website widget channel, paste it into your pages, list the domain and send a test message.
- [Customize color, position and greeting](https://helpdesk-docs.svr1.feedapp.click/en/widget/tuy-bien-giao-dien.md): Set the brand color, launcher position and shape, avatar, welcome title and the sender name customers see, then switch on the channel greeting.
- [Allow anonymous chat, or require a sign-in](https://helpdesk-docs.svr1.feedapp.click/en/widget/chat-an-danh-hay-bat-dang-nhap.md): Choose between letting visitors chat straight away and requiring a sign-in, learn why the pre-chat form is not an identity, and hand over a verified session.
- [Add Zalo, Messenger and a hotline](https://helpdesk-docs.svr1.feedapp.click/en/widget/kenh-lien-he-khac.md): Build the widget picker screen: an opening line and up to six routes — Zalo, Messenger, a hotline or any link — each with its own icon and address.

## Workspace administration

- [Add, edit and remove user accounts](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/nguoi-dung.md): Create an account for a colleague on the Users screen, change the role or password of an account that already exists, and remove one when somebody leaves.
- [Grant per-feature permissions to a group](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/phan-quyen.md): Use the Access Rights screen to create a permission group, turn read and write on per table, and then hand that group to the people who need it.
- [Create a department and add people to it](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/nhom-va-phong-ban.md): Set up a department in the console, give it a default ticket stage and a ticket id format, then add the staff who are going to work in it.
- [Edit the notification templates that go out](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/the-va-mau-noi-dung.md): Open the notification templates screen, edit the subject and the HTML body of a template per language, and use only the variables that template receives.
- [Configure notifications for the workspace](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/thong-bao.md): Set the name that appears on every notification a customer reads, then find where the email switches live per department and how browser push is turned on.
- [Watch and retry the background job queue](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/cong-viec-nen.md): Read the Background Jobs screen to see what is waiting and what has broken, open the error on a single job, and then retry it or cancel it.
- [Create an AI agent and feed it sources](https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/ai-agent.md): Set up an AI agent in the console, load knowledge sources into it, try a question against it, then link it to the channel you want it answering on.

## Reports

- [Read the ticket analysis report](https://helpdesk-docs.svr1.feedapp.click/en/bao-cao/phan-tich-ticket.md): Open the administrator-only ticket analysis screen, choose how to group it and over which dates, then read what each of the four averages measures.
- [Read the SLA compliance report](https://helpdesk-docs.svr1.feedapp.click/en/bao-cao/tuan-thu-sla.md): Open the administrator-only SLA report, read compliance for the whole workspace and for each policy, then explain the figures that look wrong.

## Other endpoints

- [/en/llms-full.txt](https://helpdesk-docs.svr1.feedapp.click/en/llms-full.txt): the whole English documentation in one file.
- [/api/search/en](https://helpdesk-docs.svr1.feedapp.click/api/search/en): the English JSON search index, usable directly as a lookup API.
- [/llms.txt](https://helpdesk-docs.svr1.feedapp.click/llms.txt): site map covering both languages.