Get started with Outvio Desk

Click on the Outvio Desk icon from your left panel.

If you see the Connect button, select your Store CMS and click Finish ✅

1. Set up your Email, Signature, and additional settings

Go to your Status Bar → Settings → Configuration

• In Settings, you can manage your profile, add agents, create teams, rules, tags, templates, and folders.
• Start by opening My Profile to set your name, email, signature, and password.

⚙️ Configuration

Manage your Email Domain, Messenger (FB/Instagram), and Courier Contacts.

• Option 1: Use Outvio domain (e.g., support@teststore.outvio.com)
• Option 2: Use your custom domain (recommended to avoid spam)

📌 If greyed out, activate it via Settings → Shop Settings → Email Domain

Set your domain, register NS records, and click save.

More info: Set up your Email Domain

You can now add Agents, Teams, Folders, and create Templates, Routing Rules, and Tags.

Step-by-step: Outvio Desk Guide

📬 Inbox

Manage all tickets and folders:

• Assign and tag users
• Snooze and close tickets
• Add internal notes

More info on tickets: Ticket handling guide

2. Create a New Ticket

Click on the Pencil Icon next to Inbox.

Fill in recipient name, email, subject, body, and add attachments/templates/emojis.

Add Internal Note

Click on the note icon in your ticket.

Match Order

Click on ... → Match Order

Copy Ticket Link

Example: https://app.outvio.com/v2/desk/N3WS-12

View Order Details

Click on the arrow next to matched order.

Assign an Agent

Click on Unassigned to choose an agent.

Snooze or Close

Use snooze when waiting on info or actions. When resolved, mark as Closed.

🔋 Status Bar

Bottom-left of your Inbox. Set your status to:

• Online
• Away
• Offline
• Offline & Reassign (based on routing rules)

More info: Routing rules