Getting Started
BitoDesk is a comprehensive customer support management platform that helps your team handle support tickets, engage in real-time chat with customers, manage team members, and configure an AI-powered chat widget for your website.
Key Features
First Time Setup
After your first login, we recommend:
- Complete the guided tour - Follow the on-screen prompts to learn the interface
- Check your profile - Verify your name and role are correct
- Explore the sidebar - Familiarize yourself with all menu options
- Configure widget settings - Set up your chat widget appearance (if you're an admin)
Logging In
BitoDesk uses a secure two-factor authentication process to protect your account.
Step 1: Enter Credentials
Navigate to Login
Navigate to your BitoDesk admin login page.
Enter Email & Password
Enter your registered email address and password.
Complete Slider Verification
Drag the slider to verify you're human.
Click "Login"
Submit your credentials to proceed to OTP verification.
Step 2: Verify OTP
Check Your Email
Check your email for a 6-digit verification code. Enter the code in the OTP field and click "Submit" to complete login.
Login Troubleshooting
| Problem | Solution |
|---|---|
| Not receiving OTP | Check spam/junk folder, verify email is correct |
| OTP expired | Request a new OTP code |
| Slider not working | Refresh the page and try again |
| Invalid credentials | Double-check email and password |
Dashboard & Navigation
The BitoDesk interface consists of a sidebar menu and top navigation bar for easy access to all features.
Sidebar Menu
| Menu Item | Description |
|---|---|
| Dashboard | Main overview with open tickets |
| Ticket Management | Submenu for ticket categories |
| → Open Tickets | View all active/open tickets |
| → Closed Tickets | View resolved tickets |
| → Request Close | Manage ticket close requests |
| Live Chat | Real-time customer chat |
| Analytics & Reports | Generate and view reports |
| Team Management | Manage moderators (Super Admin only) |
Sidebar Controls
- Collapse/Expand: Click the toggle button to collapse or expand the sidebar
- Mobile View: On mobile devices, use the hamburger menu to show/hide sidebar
- Logout: Click the logout button at the bottom of the sidebar
Top Navigation Bar
| Element | Function |
|---|---|
| Sidebar Toggle | Collapse/expand the sidebar |
| Help Link | Access BitoDesk documentation |
| Tour Button | Reset and restart guided tours |
| Live Chat Quick Link | Quick access to chat support |
| Widget Settings Link | Quick access to widget configuration |
| Connection Status | Shows real-time connection status |
| Profile Menu | View profile info and logout |
Ticket Management
Tickets are customer support requests that need attention. Manage all your support tickets efficiently.
Understanding Tickets
Each ticket contains:
- Ticket ID: Unique identifier
- Title: Brief description of the issue
- Client Info: Customer ID and name
- Status: Active or Closed
- Created Date: When the ticket was created
Open Tickets
To view open tickets:
Navigate to Tickets
Click "Dashboard" or "Ticket Management > Open Tickets" in the sidebar.
Browse Active Tickets
Browse the list of active tickets. Use the search box to find specific tickets.
Reply to Ticket
Click "Reply" to open a ticket and respond.
Viewing & Replying to Tickets
To Reply to a Ticket
Click "Reply" on any ticket in the list, view the full conversation history, type your response in the text box, optionally attach files (PDF, PNG, JPG, JPEG), and click "Reply" to send your response.
Ticket Details Include:
- Complete message thread
- Timestamps for each message
- Attachment links
- Customer ratings and feedback (if provided)
- Closed by information (for closed tickets)
Closing a Ticket
To Close an Active Ticket
Open the ticket by clicking "Reply", click the "Close Ticket" button, confirm the action in the dialog. The ticket moves to Closed Tickets.
Closed Tickets
To view closed tickets:
- Click "Ticket Management > Closed Tickets" in the sidebar
- Browse resolved tickets
- Search for specific closed tickets
- Click "Reply" to view ticket details (read-only)
Request Close Tickets
This section shows tickets where customers have requested closure.
Notify Single Customer
Send close confirmation to one customer by clicking "Notify" next to the ticket.
Notify All
Send bulk close requests to all customers with pending close requests.
Live Chat Support
Live Chat allows real-time communication with website visitors using your chat widget.
Starting a Chat Session
Click "Live Chat"
Click "Live Chat" in the sidebar.
View Active Conversations
View the list of active conversations on the left panel.
Select & Chat
Click a conversation to open the chat window. Type your message and press Enter to send.
Chat Interface
| Section | Description |
|---|---|
| Header | Shows "Live Chat Support" title and statistics |
| Active Badge | Number of active conversations |
| Unread Badge | Number of unread messages |
| Connection Status | Green = Connected, Red = Disconnected |
| Conversation List | Left panel with all chats |
| Chat Window | Right panel with message history |
Sending Messages
Text Messages
Select a conversation from the list, type your message in the input box, click Send or press Enter. Message appears immediately.
Attach Files
Click the attachment icon, select a file from your computer. File uploads and sends with your message.
Closing a Conversation
With a conversation selected, click "Close Conversation", confirm the action in the dialog. Conversation is ended and archived.
Chat Tips
- Stay connected: Watch the connection status indicator
- Quick responses: Use clear, concise messages
- Check unread: Monitor the unread badge for new messages
- Typing indicator: Customers see when you're typing
Reports & Analytics
Generate detailed reports to analyze your support team's performance.
Generating Reports
Click "Analytics & Reports"
Click "Analytics & Reports" in the sidebar.
Select Filter Type
Select a filter type from the dropdown: By User, By Status, By Rating, or By Duration.
Enter Filter Value
Enter the required filter value based on your selection.
Submit
Click "Submit" to generate the report.
Filter Options
| Filter Type | What to Enter |
|---|---|
| By User | Customer user ID |
| By Status | Select Active or Closed |
| By Rating | Select 1, 2, 3, 4, or 5 stars |
| By Duration | Select From Date and To Date |
Report Results
Results are displayed in a table showing:
- Ticket ID
- Title
- Client information
- Status
- Created date
- Reply action button
Team Management
Team Management allows Super Admins to add, edit, and remove support team members.
Viewing Team Members
- Click "Team Management" in the sidebar
- View the list of all moderators and admins
- See their name, email, role, and status
Adding a New User
Click "ADD USER"
Click the "ADD USER" button to open the form.
Fill in the Form
Full Name (2-25 characters), Email (valid format, max 40 characters), Password (8-35 characters with requirements), Role (Admin or Moderator).
Click "ADD NEW USER"
Submit the form to create the new user.
Password Requirements
Your password must include:
- Minimum 8 characters, maximum 35
- At least one uppercase letter (A-Z)
- At least one lowercase letter (a-z)
- At least one number (0-9)
- At least one special character: @ $ . !
Editing & Deleting Users
Editing a User
Find the user in the list, click "EDIT" button, update fields (Name, Email, Status), click "Update".
Deleting a User
Find the user in the list, click "DELETE" button, confirm the deletion. User is permanently removed.
Widget Settings
Widget Settings lets you customize the chat widget that appears on your website.
Accessing Widget Settings
- Click the Widget Settings icon in the navbar, OR
- Navigate directly to the Widget Settings page
Basic Settings
Enable/Disable Widget
Toggle the switch to show or hide the widget on your website.
Primary Color
Click the color picker to choose your brand color or enter a HEX code (e.g., #7C3AED).
Widget Logo
Upload a custom logo (PNG, JPG, GIF, WEBP). Maximum file size: 2MB.
Welcome Message
Customize the greeting visitors see when opening the chat.
Additional Settings
| Setting | Description |
|---|---|
| Auto Greeting Delay | Set how many seconds to wait before showing the greeting (0-60 seconds) |
| Require Email | Toggle to require visitors to enter their email before chatting |
AI Chatbot Settings
Enabling AI Chatbot
- Toggle "Enable AI Chatbot" on
- Set the "Time Delay to Switch to Agent" (10-300 seconds)
- Click "Start Crawl" to index your website content
Website Crawling
Start Crawl
Click "Start Crawl" button.
Wait for Completion
Wait for the crawl to complete. Note the Job ID for reference.
Test AI
Test the AI using "Test AI Chatbot" button.
AI Behavior
- AI responds to visitor questions automatically
- After the set delay (or if AI can't answer), conversation transfers to human agent
- AI learns from your indexed website content
Installation Code
Add Widget to Your Website
Scroll to "Installation Code" section, click "Copy" to copy the embed code, paste the code into your website's HTML, before the closing </body> tag.
Live Preview
The right panel shows a real-time preview of your widget:
- See how colors and messages look
- Toggle between button and expanded views
- Preview updates as you change settings
Saving Settings
Make your desired changes, click "Save Settings", wait for confirmation message. Changes are applied immediately.
Search Functionality
Quickly find tickets using the global search feature.
Global Search
To search for tickets:
- Use the search box on any ticket list page
- Enter keywords, ticket IDs, or client names
- Press Enter or click Search
- Results display matching tickets
Search Tips
Pro Tips
- Search works across all ticket fields
- Results are paginated (10 per page)
- Click "Reply" on results to view full ticket
- Refine your search with more specific terms
Guided Tours
BitoDesk includes guided tours to help you learn the interface. Tours highlight important features with step-by-step instructions.
Available Tours
Welcome
Overview of the admin dashboard
Admin Dashboard
Ticket statistics and navigation
Closed Tickets
Managing resolved tickets
Request Close
Handling close requests
Chat Support
Using live chat features
User Management
Team management features
Reports
Generating analytics
Widget Settings
Configuring the chat widget
Starting a Tour
Tours start automatically when you visit a page for the first time.
Resetting Tours
To Restart All Tours
Click the "TOUR" button in the top navbar, select "Reset All Tours". Tours will restart on each page.
Tour Controls
During a tour:
- Next: Proceed to next step
- Previous: Go back to previous step
- Skip Tour: Exit the current tour
- Close (X): End the tour
Troubleshooting
Common issues and how to resolve them.
Can't Log In
Not Receiving OTP Email
Check your spam/junk folder, verify your email address is correct, wait a few minutes and try again, contact your administrator if problem persists.
OTP Expired or Invalid
Request a new OTP, enter the code within the time limit, make sure you're using the most recent code.
Connection Issues
"Disconnected" Status in Navbar
Check your internet connection, refresh the page, try logging out and back in, clear browser cache if problem continues.
Chat Not Working
Messages Not Sending
Check connection status (should be green/connected), refresh the page, verify you have an active conversation selected, try a different browser.
Widget Not Appearing
Chat Widget Not Showing on Website
Verify widget is enabled in settings, check that embed code is correctly installed, confirm it's placed before </body> tag, clear website cache, check browser console for errors.
Reports Not Loading
No Data or Error When Generating Reports
Ensure you've selected a filter type, verify required fields are filled, try a different date range, check if any tickets match your criteria.
Frequently Asked Questions
Find answers to the most common questions about BitoDesk.
General Questions
BitoDesk works best on modern browsers: Chrome, Firefox, Safari, and Edge.
Yes, BitoDesk is responsive and works on mobile browsers.
BitoDesk uses email-based OTP authentication, so there's no password to change. Contact your administrator if you need to update your email.
Ticket Questions
No, closed tickets cannot be reopened. If needed, a new ticket should be created.
Tickets are displayed 10 per page with pagination.
In live chat, yes. For ticket replies, no.
Chat Questions
The connection will automatically try to reconnect. Messages sent while disconnected may not be delivered.
Each conversation is typically handled by one agent at a time.
There's no strict message limit, but very long messages may be truncated.
Widget Questions
No, you must first crawl your website to index content for the AI to learn from.
Re-crawl whenever you make significant content updates to your website.
The widget settings apply site-wide. Custom per-page configuration is not supported.
Team Management Questions
Admins have full access to all features. Moderators have limited access based on their permissions.
No, only Super Admins can access Team Management.
Deactivated users cannot log in but their data is preserved.
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
| Enter | Send message / Submit form |
| Ctrl + K / Cmd + K | Focus search (if enabled) |
| Esc | Close modal or dialog |
Contact Support
- Click the Help icon in the navbar
- Visit the BitoDesk Help Center
- Contact your organization's administrator
