Donut.cx Admin Guide

TABLE OF CONTENTS

• Company Profile
• Edit agent profile
• Deactivate agent
• Remove/Delete an Agent
• Team Management

New to Donut.cx? Here’s what you need to know to set up your account. 

Company Profile

As an admin, it is your topmost priority to set up and maintain your company profile in your Donut.cx account. To create/edit your company profile, follow these steps. 

Go to Settings → Company profile

Under Company Profile, you can add the following details:

• Company Name

• Profile Picture

• Industry

• Company Size

• Website

• Company Address

Click “Save” to keep your changes. Your company profile is complete!

Inviting an Agent

You can invite your team members to Donut.cx as Agents or Admins. 

Go to Settings → User Management → Invite New Member

When inviting a new member, you have to

• Enter member details

• Select an appropriate role (To know more about roles in detail, click here)

• Select their respective team

You can invite a member using their email address or phone number. The invitee will receive a link via the selected mode of invitation (Email/SMS/WhatsApp). They will have to create a password to get started.

Note: One phone number cannot be a part of two different Donut.cx accounts.

Edit agent profile

Go to Settings → My Profile

Here you can edit your personal details at any point in time. Click “Save” once done.

Deactivate agent

When an agent is deactivated, their data remains in the system, so tickets assigned and reports are not affected in any way. The disabled agent will not be able to log in and access Donut.cx. From a billing perspective, deactivating an agent will be considered a reduction in the number of seats.

To do this, 

1. Go to User Management in Settings 

2. Double-click on the user profile of the agent whose access needs to be disabled

3. Scroll down to the deactivate button 

4. Toggle the button

To reactivate the agent, toggle the button to the original state and the agent will be able to log in to Donut.cx immediately.

Remove/Delete an Agent

When an agent is deleted, 

1. Their data is permanently removed from the system 

2. Tickets assigned to them will be moved to the unassigned section

3. The deleted agent will not be able to log in and access Donut.cx. From a billing perspective, deactivating an agent will be considered a reduction in the number of seats.

To do this, 

1. Go to User Management in Settings 

2. Double-click on the user profile of the agent whose access needs to be disabled

3. Scroll down to the “Remove” button and click on it to delete the agent permanently

Note: Deleted agents will no longer have access to the Donut.cx account. To add a deleted agent, an admin will need to invite them again with the steps mentioned earlier in this guide. 

Team Management

Manage users by creating “Teams” in Donut.cx and assigning your agents to their respective teams.

Go to Settings → Team Management → Create Team

Enter your team name. Add team members from the drop-down list. Click “Create”.

Note: Every team name must be unique. 

To edit an already existing team, follow the steps below:

Go to Settings → Team Management → Click on the desired team. Here, you can

• Change your team name

• Add/remove agents from the team

• Permanently delete the team