Question 1

How to connect your email to MooseDesk

Accepted Answer

Table of Contents

Adding new email channel

This article will help you understand how to connect your email to MooseDesk

Navigate to “Settings” > “Channel”

From here you can see MooseDesk default email, you can add new by clicking on “Add new email channel”

Gmail Integration (Recommended) #

Automatically sign in with any Google account you choose. Just click on Connect in the Gmail Integration section and choose which Gmail account you want to add to your MooseDesk system.

Gmail Forwarding – Option 2 #

Manually set up forwarding email to MooseDesk

Step 1: Enter the email address you want to forward the tickets to MooseDesk and the displayed name then press “Next“

Step 2: Keep this tab open and go to your Gmail account in a new tab

Step 3: Enter the settings of your Gmail account via See all settings

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Question 2

Create, publish, unpublish FAQ & Contact Us pages in MooseDesk

Accepted Answer

Table of Contents

What is an FAQ page?
What is a Contact Us page?
Create FAQ and Contact Us pages with MooseDesk
Save, publish/unpublish FAQ and Contact Us pages in MooseDesk
Delete FAQ and Contact Us pages in MooseDesk
Edit FAQ and Contact Us page information in MooseDesk

This article will help you understand how to create a new FAQ, Help Center, Contact Us page with MooseDesk

FAQ page is a page containing multiple answers to frequently asked questions of customers.

Contact Us page is a page containing your store’s contact information: Phone number, address, contact email, … In some cases, the contact page also has a contact form to receive queries from customers.

With MooseDesk, you can easily create either an FAQ page or a Contact Us page for your Shopify store. Here are simple steps to do it:

Step 1: Click on FAQ builder > Click “Page editor” tab

Step 2: Click “Create page”
Step 3: Select an FAQ or Contact Us page that you like in the template list.

![](https://storage.crisp.chat/users/helpdesk/website/

Question 3

Customize ticket view in MooseDeskFilter your tickets #

Accepted Answer

Table of Contents

What are Views?
- Shared Views and Private Views
Create a new View
Filter your tickets

This article will explain what is view management and guide you through the necessary steps to set up your views.

Views allow you view tickets that meet your pre-defined criteria. You have options to create your own views and shared views with everyone or selected individuals

Shared Views and Private Views #

Views are located in the “Inbox” tab with two types:

Shared Views are where lists of filtered tickets are displayed among the whole team or specific individuals depending on the preference of the one who created the view, which is differentiated by the globe icon. By default, All Tickets view is created automatically to display all tickets you have had so far.
Private Views is where your own lists of filtered tickets are displayed and they are only visible to you, which has the lock icon

Here are the steps to create a new View:

Step 1: Select” More Options” > “Create New View” in the “Inbox” tab

Step 2: Name your View and select the access permission for your View. You will be given 3 options to choose:

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Question 4

How to add MooseDesk page to Shopify navigation menu?

Accepted Answer

Table of Contents

IMPORTANT: Enable MooseDesk app in store theme
Add MooseDesk pages to Shopify menu navigation
What happens if I unpublish a MooseDesk page

This article will help you understand how to add a MooseDesk page to Shopify navigation menu

To display MooseDesk pages on your Online Store, you need to enable MooseDesk in your theme.

Step 1: In MooseDesk app, click on FAQ builder > Page editor
Step 2: Click “Enable app embed”.

Step 3: From there you will be directed to the Online Store theme. Turn on the “Enable FAQs” plugin from MooseDesk and click “Save”

Step 4: Comeback to MooseDesk app (it’s on another tab). If you see the yellow banner disappear, it means that you have successfully enabled MooseDesk.

You can also proactively enable the embed app in Shopify Online Store with these simple steps:

Step 1: Navigate to Shopify Online Store > Theme
Step 2: Click “Customize”

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Question 5

How to create, edit, arrange categories

Accepted Answer

Table of Contents

What is an FAQ page?
How to create a category in MooseDesk?
How to edit a category in MooseDesk?
How to arrange categories in MooseDesk?
How to arrange articles inside a category in MooseDesk?
How to put articles to a category
How to move an article to another category

This article will help you understand how to create, edit and arrange FAQ categories in MooseDesk

MooseDesk Category is a feature created to make you easily group your articles. Categories can be addressed as article-containers. Categories only show in FAQ templates that follow a container-grouping system.

Container-grouping FAQ template: Help Center

FAQ Starter 2 template: Regular FAQ template

Step 1: Click on FAQ builder
Step 2: Hit “Add new” > Choose “Add new category”
Step 3: Fill all required information such as Title, and optional information such as Description, Icon.

Once finished, Hit “Save”

You can find your category in the Category view

You can also add new category while writing an article by clicking the c

Question 6

How to add MooseDesk widget to your store?

Accepted Answer

Table of Contents

What is a Help Widget
- Enable Help Widget on your store
- Customize Help Widget

This article will help you understand how to customize and add widget to your store

The Help Widget is located at the bottom of your page, acting as a ticket-receiving gate for your help desk. Help Widget configuration involves setting up and customizing a form on your website that allows customers to submit support requests or inquiries directly to the MooseDesk helpdesk system.

Enable Help Widget on your store #

To enable the widget on your store, you can navigate to the “Settings” > “Channel” tab then click on the “Go to Theme Editor“

Make sure the “Enable Ticket Widget” box is toggled on, then press “Save” to save your changes

That’s it! You’ve enabled the help widget on your store. You can check on your store to see how it looks.

Customize Help Widget #

Enabling Help Widget was just the beginning, now we need to make it match your store theme!

Navigate to “Settings” > “Channel” and then “Customize widget”

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