Pleased brings every customer enquiry — email, live chat, phone, social messages, app store reviews and webforms — into one workspace. This article is a map of that workspace so you know where things live before you start using them.
The main navigation
The left-hand navigation is your route into every area. What you see depends on your role and permissions, so you may not have all of these.
Dashboard — Your home screen: a high-level view of your workload, satisfaction scores and team activity
Helpdesk — The ticket queue. Where you read, answer and resolve customer requests
Chat — The live chat console: active conversations, the queue and the chat monitor
Voice — Calls: the call window, the call monitor, visitor lists and call history
Knowledge Base — Write and manage the help articles your customers and the AI chatbot use
Analytics — Reporting across tickets, chats, calls and articles
Reports — Operational reports such as agent availability and shift handover
Settings — Channels, automation, brands, people, roles and everything else that configures the workspace
Profile — Your own details: display name, role, groups and email address
Three ideas worth understanding early
Everything becomes a ticket
However a customer reaches you — an email, a chat, a call, a tweet, an app review, a webform — Pleased normalises it into a ticket. That is why one queue can hold every channel, and why reporting works consistently across all of them.
Brands separate your operations
A brand is a distinct customer-facing identity: its own channels, its own knowledge base, its own look. Most configuration in Pleased is per brand. If a setting seems not to apply, check whether you are editing the right brand.
What you see depends on groups, views and roles
- Your role grants permissions — what you are allowed to do.
- Your groups determine which work is yours.
- Views are saved, filtered lists of tickets shared with a group.
- Two agents can open the same Pleased workspace and see quite different things. That is by design, not a fault.
Finding your way around the helpdesk
The helpdesk opens on Assigned to me so you land on your own work first. From there:
- Views on the left hold shared, condition-based ticket lists. Search by name when the list is long.
- My Portal groups the tickets you are personally involved with — assigned to you, created by you, recently updated by you.
- Selecting a ticket opens the full conversation, its properties and its history.
Searching
Search finds tickets by ID, subject, requester and content. Use it when you know what you are looking for; use views when you are working through a queue. See Searching for tickets.
Setting yourself up on day one
- Set your display name in Profile, and your interface language from the top bar.
- Allow sound in your browser so you do not miss chats and calls — see Using notifications.
- Go online for chat or voice when you are ready to take live conversations — see Going online for customers.
- Open the Dashboard to see your workload.