Manager Guide

Level 1 Subscription



Task - a form built for communication with businesses, can be used to submit general inquiries or ask for support whenever customers need help — from product advice and support to business questions. It acts as a support ticket, RFQ inquiry, a project, etc., where all conversation is noted and helps with communication between the customer and company. Additionally, the CRMHelpDesk task feature can be extended with Staff Only Fields, designed for internal company use only. For example, you can use it to include private notes or Staff Only Fields from your manager — making the process even more streamlined and practical for various communication purposes.

Filter - Filter lets you search for tasks based on different criteria, like Status, Category, and Priority. Saved search filters are a huge time-saver that makes it easy to find the exact tasks you need.

Category - You can classify tasks into any number of categories, and each category can hold as many tasks as you need. In addition to default categories like General, Sales, Support, and Project, you can create custom categories for your specific task needs. Using CRMHelpDesk for project management, you could make categories based on the company name, project type, etc. The choice is yours!

Status - Status indicates the workflow of the task. Six default statuses are Open, Awaiting Customer Reply, Awaiting Staff Reply, Completed, On Hold, and Abandoned. By default, all tasks created by users are set to the default status of Open. After a customer reply is received, the status is automatically changed to Awaiting Staff Reply. If one of your staff replies to the task, then the status will be changed to Awaiting Customer Reply. The status could be set to On Hold when a task is waiting for input from someone, while the status "Abandoned" is used if the customer becomes inactive. You could create or modify the status based on your usage on our CRMHelpDesk.

Manager - With administrator access, the manager can manage staff, add and change staff roles, add and change staff groups, view and reply to all tasks, and more. The manager can also change the status, category, and priority of any task.

Staff - Staff has basic access to CRMHelpDesk where they can view the tasks assigned to them. Staff can also change the status, category, and priority of tasks assigned. They can choose the most appropriate category, priority level, and status for the task (not just from a predetermined list) and adjust it as priorities change over time.

Admin Dashboard - Managers can benefit from the powerful backend of CRMHelpDesk, where they can create staff groups, assign staff roles and manage the email notifications. Managers get the power to customize the appearance of CRMHelpDesk. Managers can access all features of CRMHelpDesk in Level 2 subscription.

Auto Assign Staff - Staff or a group of staff can be auto-assigned to a task based on the rules set. The rule can base on a category, status, user role, email address, or more. Assign rules to assign tasks when they are created or reassign them through various statuses.

Email Piping - This technique imports incoming email into CRMHelpDesk and automatically creates a new task in CRMHelpDesk, allowing you to streamline the work process and maximize efficiency. The task subject will match the email subject, and the task description will be the email content. You need to dedicate an email account exclusively for Email Piping.

Hover over the image below to view more details.

How to add new staff and manage staff?

SC Staff List
Staff List Add New

Staff List

Show the list of staff and their roles that were added to the CRMHelpDesk. Manager is able to edit the role of staff or delete them.

Add New

Click here to add new staff.

SC Add New Staff
Select User Select Role

Select User

Choose or search the user that you want to add.

Select Role

Choose the desired role to assign to that user.

How to manage roles?

Default roles created for Level 1 Subscription are Manager and Staff.

SC Staff Role
Staff Role Add New

Staff Role

Default roles created for Level 1 Subscription are Manager and Staff. Manager can edit the settings of each role or delete the role. We recommend not to simply edit the settings.

Add New

We regret to inform you that support on this feature is available for Level 2 subscription only. We suggest upgrading to Level 2 subscription if you would like to use it and we will be more than happy to assist you with upgrading your account.

How to add staff group and manage groups?

SC Staff Group
Staff Group Information Add New

Staff Group Information

This shows the list of staff groups and staff that have been added to the group. Manager can edit the group or delete the group.

Add New

Click here to add a new staff group.

SC Add New Staff Group
Add New Staff Group

Add New Staff Group

Decide the title for the new staff group. Search or click to add staff to the group.

Edit Email Notifications from CRMHelpDesk

SC Email Notification settings
Email Settings Ignore Emails Email sending preference

Email Settings

You can edit the From Name and From Email to your own company style such as Admin XXX, Support XXX,
Email address for Reply To should set as the email that is used for email piping.

Ignore Emails

You can set the email address that you do not want to receive for email notifications.

For example,
**, it will be true if the email address contains word anywhere
*, it will be true if the email address ends with word at the end*, it will be true if the email address starts with word

Email sending preference

We recommend to set as Instant.

Task Notifications Setting

SC Task Notification
Notifications List Add new notification

Notifications List

Manage CRMHelpDesk notifications that are sent to your staff or your customer. You can add, edit, clone or delete these notifications.

Add new notification

Click here to add new task notification.

SC Edit Task Notification
Edit Email Email Recipients Conditions

Edit Email

You can choose the event to send this email and customise the subject and description of the email. You can use macros to replace dynamically while actually sending email notifications.

Events available:
New Task – sent after a new task is created
Task Reply – sent after a reply added to a task
Change Task Status – sent after task status is changed
Assign Staff – sent after a staff is assigned to a task
Delete Task – sent after a task is deleted
Private Note – sent after a private note added to a task
Change Task Category – sent after task category changed
Change Task Priority – sent after task priority changed

Email Recipients

Edit the email recipients and add additional recipients if you wish.


You may set your rule to determine when to send this email.

Email Piping Emails Setting

SC Email Piping Email
Complete task warning email Allowed user type warning email

Complete task warning email

This is the email sent to the customer when replies for completed task is disabled. You can enable or disable this email and edit the email subject and email description.

Allowed user type warning email

This email will be sent when a non registered user trying to create a task. You can enable or disable the email and edit the email subject and email description.

Edit the Appearance of CRMHelpDesk

SC Appearance


You can choose the colour scheme of CRMHelpDesk to match your brand colour. We only allow to change the colour but not the font size and font type.

Main Task Panel

SC Admin Panel
Task Bar Filter Bar Task Information Search Bar

Task Bar

New Task: Add a new task.

Staff Settings: Staff could add their own signature and set their default filter.

Hide Filters: Hide the Filter Bar on the left side.

Reset Filters: Reset the filters applied when using the Search function.

Auto Refresh: Enable/disable for task list to be auto refreshed.

Export: Export task list by choosing desired fields but not others like attachments, description, replies, etc.

Filter Bar

Choose the filter category to show the relevant tasks.

Save the filter applied when Search to use it in the future.

Task Information

ID: Task ID

Status: Task Status

Subject: Task Subject

Name: username of the user

Category: Task Category

Priority: Task Priority

Assigned Staff: Staff assigned for this task

Search Bar

Search the task by Task Subject or apply search filters.

Search Filter

SC Admin Search Filter
Search Filter

Search Filter

You can search the task by using search filter and filtered by ID, Status, Name, Email Address, Category, Priority, Assigned Staff and Date Created.

You can save the filter for future use too.

Task Conversation Panel

SC Admin Task Panel
Task Bar Task Subject Add Note Additional Information Extra Action

Task Bar

New Task: Add a new task

Task List: Back to Task List

Refresh: Refresh the task page.

Close: Close the task.

Delete: Delete the task.

Clone: Clone the task.

Credentials: Show sensitive information saved by the user.

Copy URL: Copy the Task URL

Task Subject

Manager and assigned staff are able to edit the task subject.

Add Note

Manager and assigned staff are able to add notes that are not visible by the user.

Additional Information

Manager and assigned staff are able to edit the following fields.

Status: Show the status, category and priority of the task

Raised by: Show the information of the user such as tasks created by the user, user groups etc.

Assign Staff: Show the staff assigned to this task.

Ticket Fields: Show the extra form field information.

Staff Only Fields: Show the information that only visible by staff. Staff Only Fields have to be added in Custom Fields and will be editable in Task Panel.

Recipients: Show/edit additional recipients.

Bio: Biographical information of the user in their profile.

Extra Action

1) Show the Thread Information

2) Create new task from the thread

3) Edit the thread

4) Delete the thread