Answers to the most frequently asked questions
Just follow our quick Getting Started Guide. Still have questions? Let us know.
Login to the agent dashboard by clicking the green 'Login as Agent' button after signing into your account. Then reload/refresh your website. In most cases this takes care of the issue, but if the chat widget still isn't appearing on your site, double-check the code to make sure nothing is missing.
To change the language, go to the Forms & Localization page and select your preferred language from the drop-down menu on the top right. We support a ton of languages, including French, Estonian, Urdu and Russian!
Of course! To keep ClickDesk affordable for everyone, customization options depend on your pricing plan:
- Pick a theme and change colors, text and positioning
- Upload your own logo and an eye-catching image
- Change the default language
Yes, it does. We've made it easy for agents to answer chats from mobile devices. Here's how to configure an agent's IM network settings:
- Open the 'Agents' menu from the top of your admin dashboard
- Choose an agent
- Click the 'IM Network' tab
- Select GTalk from the drop-down menu
- Enter your GTalk email address and save your changes NOTE: We are don't currently integrate with Google Hangouts and we also had to stop supporting Skype as of June 30th, 2014
Pricing and Billing
ClickDesk is free for one agent, with some limitations. There are three premium pricing plans:
- Lite ($14.99 per month) - Lite plans offer fundamental tools for small businesses to increase conversions and retention
- Pro ($24.99 per month) - Perfect for small and medium sized businesses, Pro plans include conferencing and advanced reporting
- Enterprise ($39.99 per month) - Everything you need to keep customers happy and scale your business
We accept all major credit cards - Visa, MasterCard and American Express. We also support PayPal for yearly plans.
We only offer ClickDesk as a subscription-based service. We don’t offer one-time "forever" payments, but you can pay monthly, yearly or biennially (two years at a time).
Yes! Our paid plans support unlimited domain installation. With our free plan, you're limited to one domain.
ClickDesk will remain cloud-hosted on Google and Amazon for reliability reasons. At the moment, we don’t offer a self-hosted product.
Absolutely. In fact, you can try out our "forever free" live chat plan for as long you'd like. If you want to try out our paid plan features, that’s where our 30-day money back guarantee comes in handy.
Check out our plugins page for detailed installation instructions, screenshots and use cases. Plugins are free to use and are available for all ClickDesk customers. Integration add-ons are available only for paid users. Please write to support@clickdesk.com if you need our experts to install a plugin for you.
We don’t currently offer such programs, but are working to create one. As soon as the terms have been finalised, we’ll notify all of our customers so they can take advantage of it.
ClickDesk is completely cloud hosted, keeping you automatically updated and safe from bugs. We will never ask you to install software on your PC or server. Just sign up, customize the app and paste the code on your website. It's that simple.
Yes. Our popular setup guide video is part of our commitment to making the onboarding process as simple as possible. Most new ClickDesk customers are receiving live chats on their site less than five minutes after signing up!
How does it look here on ClickDesk's site? Pretty cool, right? It looks the same or even better with full customization features. To demo how it will look on your website, enter your URL in the box at the bottom of our homepage.
Of course. Our support professionals are happy to help you set up ClickDesk on your website. However, the process is so straightforward that most customers don't need our assistance.
Approval is instant. Accounts and upgrades are activated instantly. Just sign up and verify your email. Welcome to the ClickDesk family!
We understand that business needs change. Our plans are scalable and customizable, and you can upgrade or downgrade at any time.
The average setup time is only 3 minutes! Not convinced? Sign up for a free plan today and you'll see how easy it is.
SSL (Secure Sockets Layer) provides communication security over the Internet. All of our plans are SSL-enabled, so you don't have to worry about security or live chat privacy.
White Label allows you to remove ClickDesk branding completely from the live chat window. It also lets you to upload your own logo in the footer section of the live chat widget. Read this blog post for more info.
We only support Google Talk at the moment, but this is actually a very extensible option since you can link GTalk with a ton of third-party IM apps (Trillian, Jabber, Pidgin, Empathy, etc.) and web apps (IM+, imo.im, etc.).
Not at the moment, but both mobile apps are currently under development. For now, you may integrate ClickDesk with Google Talk, and GTalk can be linked with tons of IM apps (see above).
For iOS we recommend vTok,
and for Android users, IM+.
Too many to list here! We're continuously developing plugins and integrations to make ClickDesk available for wide platforms and users. Check out our plugins page for an up-to-date list.
Mac, PC, Ubuntu, Chrome OS, Android, iOS, Palm, Symbian, Meego, Mango or whatever, all you need is a way you can log into our webchat panel or Gtalk to receive chats. No more system requirements or downloads.
Shortcuts make live chat more efficient by letting you type a short command to trigger a pre-defined message. For example, it you save "/hello" with "Welcome to ClickDesk", then typing "/hello" in a live chat will display "Welcome to Clickdesk". Canned responses save operators time and energy, especially when handling simultaneous chat sessions or offering detailed technical instructions.
No. It is not possible to transfer your account between users or change your user email ID.
Please contact our support team. We'll be happy to assist you with the changes.
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 third-party apps or services.
We stopped supporting Skype as of June 30, 2014, due to Skype's API retirement. The integration still works, but when issues arise (bots going offline, bots unresponsive, messages not sent/received, etc.) we unfortunately can no longer fix them directly. Please use GTalk instead!
Please use the feedback form at the top right of you dashboard. The forms lets other customers vote on your suggestions so we can improve the product most directly and efficiently.
You can’t use a single agent license concurrently on multiple sources. The moment you login on a different browser or PC using the same credentials on the Agent Dashboard, your previous session will automatically be kicked out. If you want multiple people to handle your chats, please purchase more agents.
No, we only offer the live chat solution. You provide the manpower.
Setup Related
- Login to your Admin Dashboard
- Click 'Themes' at the top
- Choose 'White Label'
- Change to your preferred name, URL and image
- You can also choose to hide these details
The proactive chat features lets you welcome your visitors with a custom message and invite them to chat. Please follow these instructions to set up the feature.
In order to delete an operator, you first need to make sure that the operator isn't currently assigned to any of your departments. Please edit your departments and un-assign the operator you wish to delete. Save these changes and go to 'Add Operators' page. You'll now now be able to delete the un-assigned operator.
- Login to your Admin Dashboard
- Click 'Live Chat' at the top
- Click the 'Social' tab
- Add your Twitter account
- Enter your Facebook page URL
- Save your changes
- Login to your Admin Dashboard
- Click 'Dept & Code' at the top
- Click the 'Custom Images' link
- Use the corresponding HTML codes listed (and the CSS styling if you need the chat widget hidden)
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.
Paid users can receive up to 5 simultaneous chats from their website. You can select this when adding an operator. You can also edit an operator to change this value.
Just before the closing body tag of your web pages code.
Support Related
- Ensure you are logged in to either your Agent Dashboard or GTalk
- Also, try reloading your website to refresh your live chat status
Our system detects your status from 2 sources: the Agent Dashboard and GTalk. If you’re online on either of these, you will be tagged as online.
- To get offline from the Agent Dashboard, just close the page
- To get offline from GTalk, just send “/offline” to the first bot, livechat1, and you’ll receive a system reply acknowledging your offline status
You can control the frequency of emails. By default you'll be set to receive live chat transcripts immediately and reports daily. You can change these settings from your dashboard: go to Preferences -> Email Notifications
Yes. ClickDesk works on all websites, even those that are built completely on flash or flex.
To avoid overlapping of the chat window with your flash object, you need to add wmode="transparent" in your embed tags.
You can contact our sales and support team 24/5 via chat, email or phone.
Rarely does this occur. Check your SPAM folder, and if this doesn't work try clicking on the forgot password link. You can sign up with your Google or Yahoo email directly. If you still face problems getting your email verified, please write to support@clickdesk.com and we can manually verify your email.
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.
This happens because of the stored cookies and cache in your browser. Please clear your browser cookies and cache. You should now be able to successfully install on multiple websites.
We offer both free and paid plans. In free plans you are limited to receive no more than 30 chats per month and you can't customize the text, colors or language of live chat on your site. Paid plans come with advanced customization, unlimited chats, and useful features such as video chat, chat transfer and advanced reporting. Compare our plans
- Open the 'Agents' menu at the top of your dashboard
- Choose your agent
- Click the 'Voice/Video' tab and disable voice, video or both
Yes, we can customize a team pricing plan for you. Please contact us and let us know your specific needs.
Please write to support@clickdesk.com We are all ears for your feedback and suggestions.
You cannot use the same operator in multiple accounts, but an 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 the other account and try again. Contact us if you need further assistance.
Whenever a new chat is initiated by a visitor on your site, details such as location, browser, OS, referrer and current viewing page 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.
Login to 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..
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.
At this time, monthly subscriptions can only be purchased using credit cards. PayPal can be used for annual subscriptions only.
Please feel free to write to support@clickdesk.com. We'll get back to you within 24 hours (normally in less than 4 hours). You can even initiate a live chat with our support executives to get your queries answered immediately.
ClickDesk should work with any platform - for as long as you can freely insert HTML/JS codes to your source code without any restrictions. If you can paste the code, it should work.
No, we don’t have an SMS feature. The chat feature can be used on your phone by using Google Talk and will only work if you have an active wifi/data connection.
Yes, you have to - just like you have to keep GTalk and other IM clients open if you want to receive chats. If you'd like to use the Agent Dashboard as an app that you can easily launch from your desktop, follow this setup guide.
The image comes with chosen theme (if you picked either Ultra or Modern). To hide it, just change your theme to something else.
Yes, with our paid plans you can initiate a "forced" chat directly from the live map. Just keep in mind that you can’t initiate chats to visitors who are on mobile/tablet.
Go to the 'Live Chat' menu at the top of your dashboard, click on the 'Proactive Triggers' tab and delete the automatic popups. Clear your browser’s cache and cookies, refresh your site, and you'll no longer see the popups.
Help Desk Setup
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' to save the settings.
You cannot change your domain name (URL) or logo in our free plan, but all of our paid plans allow for customization.
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 emails sent to support@yourcompany.com to
your support department email id, so that they are automatically turned into new helpdesk tickets. You agents can login and reply to these
tickets directly from the helpdesk.
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.
No. They can only reply to a ticket via their email.
Help Desk Panel
You can transfer a ticket to another operator or department if you have more than one operator 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.
New tickets are tickets that have been received but haven't been assigned to an operator yet, even if the ticket has been viewed. If you reply to the ticket or assign it to someone, the status is changed to 'open'.
Open tickets have been replied to and/or assigned to an agent/operator. These tickets have not yet been resolved.
Tickets marked with a star for future reference. They can be 'open' or 'closed'.
Tickets that have been successfully solved and cannot be further replied to by the customer or the agent.
Yes, you can create a new ticket on behalf of a customer. This is a good way to show customers that you're serious about helping them resolve an issue. When you create a new ticket, an automated email is sent to the customer explaining that a new ticket has been created on their behalf. You can control the 'from name', 'email', 'assignee' (agent/operator responsible for handling the ticket), ticket status and even the automated text.
Yes. Currently any ticket can be deleted by any agent. We are working on access controls and hope to make the feature available very soon.
