Follow this checklist to go from a fresh workspace to a working helpdesk.
1. Connect a channel (2 min)
Go to Settings → Channels and connect at least one source of conversations. Email forwarding is the fastest: Lunadesk gives you a forwarding address, you add it to your existing support mailbox, done. Marketplace connections (Amazon, Walmart, eBay, TikTok Shop) and Shopify take a few minutes more.
2. Invite your team (2 min)
In Settings → Team, invite each agent by email and choose a role:
- Owner / Admin — full access, including channels, billing and the help center.
- Agent — works the inbox: read, reply, assign, resolve.
3. Try the inbox (5 min)
Send a test email to your connected address. The ticket appears in the Inbox within seconds. Open it and try:
- Reply — your answer is delivered back on the original channel.
- Internal note — visible to your team only, never to the customer.
- Assign — give the ticket to a teammate.
- Status — move it from Open to Pending or Resolved.
4. Install the live chat widget (5 min)
In Settings → Channels, create a Live chat widget channel, copy the snippet and paste it into your site's HTML. Visitors get a chat launcher; their messages arrive as tickets like everything else.
5. Optional but recommended
- Turn on the auto-responder so customers get an instant acknowledgement.
- Write your first help center articles and publish the site.
- Set your brand profile so AI drafts sound like you.
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