Question 1

Roles and permissions

Accepted Answer

In this section, you'll learn the important information about roles and permissions.

Roles that can access and manage the contents of the section: Owner, Admin

Roles and Permissions

There are few types of roles that define permissions:

Watcher

The role of a watcher allows the user to see all the information from a request they are added to, however they cannot make any changes to it or send messages. This role also doesn’t count as a seat in your plan.

Agent

Agents can interact with requests they are assigned to, but they cannot delete them. They can impersonate clients.

Manager

Manager has access to all requests and can also assign them. The role cannot modify the platform or add team members. They can also impersonate clients and other managers.

Admin

Admin's permissions are almost the same as the owner, but the role cannot manage the subscription plan. They can also impersonate clients and other admins.

Owner

Owner has all the permissions granted. They can also impersonate clients and other owners.

| If you want to change the role of one of your teammates, follow these steps.

Go to Settings > Team
Click on the three dots icon on the right side of the member whose role you would like to change
There, you can change role, impersonate, or deactivate account
Click on the change role icon
You'll see a following window

![Changing account role](https://storage.crisp.chat/users/helpdesk/web

Question 2

Request Types

Accepted Answer

In this section you'll learn everything there is to know about request types.

Roles that can access and manage the contents of the section: Owner, Admin

Request Types

The request type is what lets you, as a Zendo user, unify communication with your customers. You can define different types of requests to diversify the flow for each of them.

Support tickets are different from customization requests as they require different statuses and also different departments inside your company to handle them.

|| Based on your plan, you can create multiple request types to suit all your needs. At the request type level, you can customize the behavior of a request that falls into a specific category.

New Request Type

| To create or customize a request type, go to the left side of the screen and click on the Settings (cog icon) > Request Types.

Settings

In there, you'll see this screen.

Request types

| To access the request type, click on the pencil icon on the right or click on the New request type button above.

New request type

Request types have the following options:

Title
Email
Description

Title

*Title is where you name the request type.

Question 3

Connecting Stripe

Accepted Answer

This section covers all information about connecting a Stripe account to Zendo platform.

Roles that can access and manage the contents of the section: Owner

Connecting Stripe

| To connect your Stripe account to Zendo, navigate to the left side of the screen to Settings (cog icon) > Finances.

You'll be met by the following screen.

Finances settings

| In here, turn on Stripe connection.

You'll see this.

Stripe keys

As you can see, you'll have to provide a publishable key and a secret key.

How to get Stripe keys?

| To get the keys, log in to your Stripe account and go to the Developers section in the dashboard.

Stripe settings

Underneath the token section, you will see your publishable key. To get your secret key, click on the reveal test key button.

Revealing Stripe keys

Question 4

Customer profile

Accepted Answer

This section will explain how to access customer profiles and what information you can find there.

Roles that can access and manage the contents of the section: Owner, Admin, Manager, Agent

Customer Profile

| To access the customer profile, click on the name of the client or on their avatar.

Client info

As you can see on the image above, in the Client info section you can impersonate, add new request, check profile information, or invoice details.

The profile info drop-down menu consists of:

Display name
Phone number
Company
Company position
Social accounts

| Alternatively, navigate to the client's section on the left side of the screen and click on the ID icon above the cog icon.

By clicking on the three dots on the right-hand side of the screen, you will see three options:

New request
Impersonate
Delete

When you click on the client, you will see the details screen along with the client's requests.

Requests

In the customer profile you can find three sections: requests, **file

Question 5

Sending Estimations

Accepted Answer

This section will tell you everything about sending estimations.

Roles that can access and manage the contents of the section: Owner, Admin, Manager, Agent

Sending Estimations

Apart from ${color}[#ff0000](messages or notes) you can also send estimations to your customers. With this feature, your customers are able to pay you instantly for your service without leaving the chat.

Sending estimations

| To send an estimation enter the request and click on the Estimate button above the text field. || All payments are processed by Stripe. To learn how to connect your Stripe account please ${color}[#ff0000](read this).

Estimations include only a price. After transaction, you'll be automatically informed when the payment is made.

Even though you can send multiple estimations, the customer can only make one payment inside each request. In a case of sending multiple estimations, only the newest one will be active.

If you need your client to make multiple payments, please divide them into separate requests. You can create requests for your customers by ${color}[#ff0000](impersonating them).

If you want to refund a

Question 6

Inboxes

Accepted Answer

This section focuses on inboxes and how to filter them.

Roles that can access and manage the contents of the section: Owner, Admin, Manager, Agent

Filters

Each request type receives a generated email address and each task sent to this email address will appear in your inbox.

Filters

As you can see on the image above, you can filter inboxes by status type or read/unread state.

On top of that, you can sort requests inside the inbox. We made sure you can easily find what you're looking for, that's why the dynamic search is always at your fingertips.

Sorting

Inboxes

To change the inbox, click on the chevron icon next to the inbox name.

| To access the inbox click on the list icon on the left side of the screen.

How to access the inbox Inboxes display customer requests which are defined by request types.

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