Getting started
Sign in, find your way around and handle your first conversation.
Overview
KitoDesk is where your team's customer conversations, calls and tickets live in one place. This guide gets you signed in and ready to answer your first customer.
Who can use this
Every staff member: agents, supervisors and admins. What you see depends on your role, but signing in works the same way for everyone.
Before you begin
You need a workspace address (yourcompany.kitodesk.com), a work email registered by your administrator and a password. If your organisation requires multi-factor authentication, have your authenticator app or sign-in code ready.
Sign in
- Open
yourcompany.kitodesk.com, or go to kitodesk.com and choose Sign in. - Enter your workspace name if asked, then your work email and password.
- Enter your MFA code if prompted.
If your password fails, ask your administrator for a reset - there is no self-service reset yet.
Find your way around
- Sidebar - Conversations, Agents, Tickets, Voice, Campaigns, Surveys, Reports, Live board, Automation, Kito AI and Settings. You only see what your role allows.
- Availability control - the green indicator top-right sets whether you receive new work: Available, Busy or Offline.
- Search - finds customers, conversations and tickets.
- Bell - assignments, mentions, SLA warnings and automation notices.
Your first conversation
- Open Conversations and pick one from the list.
- Read the timeline: messages, calls, tickets and notes in one story.
- Write a reply in the composer and send it. For private team discussion use Internal note - it is never sent to the customer.
- Click Resolve when done, or set Pending if you are waiting on something.
Expected outcome
The customer receives your reply on the channel they wrote from, and the conversation moves to your resolved list.
Common issues
- I cannot sign in. Check you are on the right workspace address, then ask your admin to confirm your account is active.
- Nothing is assigned to me. You may be set to Busy or Offline, or at your conversation capacity. After two minutes with no open tab you show as Away and stop receiving assignments.