This part is for site owners, administrators, support leads, and operations staff who manage Awedesk from WordPress admin screens. It focuses on setup, daily administration, privacy, and troubleshooting through visible screens and buttons.
Admin Responsibilities
- Keep support pages assigned and visible to the right audience.
- Decide whether visitors can continue as guests, register, reset passwords, or sign in with usernames.
- Create departments, labels, saved replies, and staff accounts before support volume increases.
- Review ticket volume, unresolved work, satisfaction results, email delivery, and privacy requests.
- Keep sensitive support data protected through staff permissions, ReCAPTCHA, and privacy workflows.
- Review Pro features only when the active license and business workflow require them.
Admin Menu Map
| Area | Where to go | What it is for |
|---|---|---|
| Dashboard | WordPress admin > Awedesk > Dashboard | Review support volume, resolved work, staff activity, and satisfaction signals. |
| Settings | WordPress admin > Awedesk > Settings | Control appearance, support pages, account access, security, email, survey, advanced behavior, and enabled feature panels. |
| Agents | WordPress admin > Awedesk > Agents | Add staff, edit staff roles, assign departments, and manage staff-related details. |
| Labels | WordPress admin > Awedesk > Labels | Create labels that staff can apply to tickets and clients. |
| Predefined Replies | WordPress admin > Awedesk > Predefined Replies | Create saved answers that staff can insert while replying to tickets. |
| Departments | WordPress admin > Awedesk > Departments | Create support teams, routing areas, default staff assignments, and department visibility rules. |
| Mail Queue | WordPress admin > Awedesk > Mail Queue | Inspect queued notification emails and delivery status. |
| Survey Responses | WordPress admin > Awedesk > Survey Responses, when visible in your build | Review customer satisfaction responses, narrow results, manage pending surveys, and export response lists. |
| Spam Quarantine | WordPress admin > Awedesk > Spam Quarantine, when email import is enabled | Review blocked or quarantined imported emails, release safe messages, and manage sender decisions. |
| Chatbot FAQ | WordPress admin > Awedesk > Chatbot FAQ, when chatbot is enabled | Maintain chatbot question and answer rules. |
| Privacy Tools | WordPress admin > Tools and Settings > Privacy | Export, erase, and document Awedesk support data through WordPress privacy tools. |
First-Time Setup Checklist
1. Open WordPress admin and confirm the Awedesk menu appears. 2. Create or choose the public support page customers will use. 3. Create or choose the staff support page agents will use, if staff should work from a separate page. 4. Open Awedesk settings and assign the customer and staff support pages. 5. Set the default light or dark appearance and choose accent colors that fit the site. 6. Decide whether guests may submit tickets without signing in. 7. Enable ReCAPTCHA if the support form is public or receives spam. 8. Create departments before adding staff so each staff member can be assigned immediately. 9. Add agents and managers, then assign them to the departments they handle. 10. Create labels for common routing and triage needs. 11. Create saved replies for repeated answers. 12. Review email notification settings and send a test ticket from the customer page. 13. If satisfaction surveys are needed, enable them after ticket closing rules are understood. 14. If email import is needed, configure the mailbox connection and test with a safe mailbox first. 15. Review privacy policy guidance and confirm your site policy covers support data.