NexlifyDesk Configuration

Empowering WordPress Users to Take Control of Their Websites

This comprehensive guide covers the essential settings to configure NexlifyDesk for optimal performance, including general settings, email piping, and agent management.

Configuration Goals

Proper configuration ensures your helpdesk operates efficiently with automated workflows, secure email handling, and well-organized agent permissions.

General Settings

Fine-tune the core functionality of your helpdesk by navigating to the different tabs within NexlifyDesk > Settings in your WordPress admin dashboard.

Email Notifications

Customize all outgoing email correspondence by navigating to NexlifyDesk > Email Templates. Here, you can modify templates for various triggers, such as new ticket creation, agent replies, and ticket closures, using dynamic placeholders for personalization.

Available Email Templates

New Ticket: Sent to customers when they create a new ticket
Agent Reply: Sent when an agent responds to a ticket
Status Change: Sent when a ticket status is modified
SLA Breach: Sent to managers when SLA targets are at risk

Dynamic Placeholders: Use {ticket_id}, {user_name}, {subject}, and more to personalize messages.

File Uploads

In NexlifyDesk > Settings, you can control file attachments by specifying allowed file extensions and setting maximum file size limits to ensure security and manage storage.

Allowed File Types

Common secure formats: JPG, PNG, PDF, DOC, DOCX, TXT

File Size Limits

Recommended maximum: 10MB per file to balance functionality with server performance

Security Scanning

All uploads are automatically scanned for malicious content and validated against allowed types

SLA Targets

Define your service level agreements (SLAs) by setting response and resolution time goals. The system will track these targets and can send automated breach notifications to managers if a ticket is approaching its deadline.

Recommended SLA Settings:

First Response: 2-4 hours during business hours
High Priority Resolution: 24 hours
Medium Priority Resolution: 48 hours
Low Priority Resolution: 72 hours

Automation Rules

Enable and configure powerful automation features to streamline your workflow. This includes setting up auto-assignment of tickets to agents, enabling auto-closure for resolved tickets after a period of inactivity, and activating duplicate ticket detection to merge conversations.

Auto-Assignment

Automatically distribute tickets based on agent workload and availability

Auto-Closure

Close resolved tickets after 48 hours of customer inactivity

Duplicate Detection

Identify and merge related tickets using subject, content, and order number analysis

Email Piping Setup

Configure email piping to allow tickets to be created automatically from incoming emails. This feature supports multiple providers and can be set up under NexlifyDesk > Settings > Email Piping.

Important: Enabling IMAP access allows external systems to read your email inbox. Always use secure SSL connections and strong passwords. Avoid using personal email accounts for piping. We recommend creating a dedicated support inbox (e.g., support@yourdomain.com) for security and separation.

IMAP/POP3 Configuration

For standard email servers, use the IMAP or POP3 connection method:

Enter your email server details, including the hostname, port, username, and password
Ensure you enable the SSL/TLS option for a secure and encrypted connection to your mail server

Common IMAP Settings

Gmail: imap.gmail.com, Port: 993, SSL: Yes
Outlook: outlook.office365.com, Port: 993, SSL: Yes
cPanel: mail.yourdomain.com, Port: 993, SSL: Yes

AWS WorkMail Integration

To connect with Amazon Web Services WorkMail:

First, confirm that your WordPress site has an active SSL certificate
Provide your AWS region, organization ID, and the necessary API credentials to establish the connection

SSL Certificate Required

AWS WorkMail integration requires a valid SSL certificate on your WordPress site for secure API communication.

Google Workspace / Gmail Setup

For connecting with a Gmail or Google Workspace account, you must use OAuth for secure authentication:

Set up OAuth 2.0 credentials within your Google Cloud Console for your project
Return to NexlifyDesk > Settings > Email Piping and follow the prompts to complete the authentication process with Google

OAuth Benefits

OAuth authentication is more secure than traditional password-based connections and provides better long-term reliability for Gmail integration.

Agent Management

Efficiently manage your support team by creating custom roles, assigning specific permissions, and automating ticket distribution.

Create Custom Agent Roles

Navigate to NexlifyDesk > Agent Positions to create unlimited custom agent roles (e.g., “Support Tier 1,” “Senior Technician”). This allows you to tailor permissions to your organizational structure.

Tier 1 Support

✔️ View assigned tickets only
✔️ Reply to customers
✔️ Update ticket status
✔️ Add internal notes

Senior Agent

✔️ View all tickets
✔️ Assign tickets to others
✔️ Manage categories
✔️ Access basic reports

Team Lead

✔️ Full ticket management
✔️ Agent performance reports
✔️ SLA monitoring
✔️ Settings access

Assign Granular Permissions

For each role, you can assign specific capabilities, such as the ability to view all tickets versus only assigned ones, manage ticket categories, or access performance reports. This ensures agents only have access to the tools they need.

Available Agent Capabilities:

View All Tickets: See all helpdesk tickets or only assigned ones
Assign Tickets: Assign or reassign tickets to other agents
Manage Categories: Create, edit, or delete ticket categories
View Reports: Access analytics and performance dashboards
Manage Settings: Modify plugin configuration (admin only)

Set Up Auto-Assignment

Configure rules in the settings to automatically assign incoming tickets to agents based on their current workload, ensuring a balanced distribution and preventing agent burnout.

Auto-Assignment Strategies

Round Robin: Distributes tickets evenly among all available agents
Load Balancing: Assigns tickets to agents with the lowest current workload
Category-Based: Routes tickets to agents specialized in specific categories
Priority-Based: Assigns high-priority tickets to senior agents

Configuration Complete!

With your NexlifyDesk properly configured, you now have a professional support system ready to handle customer inquiries efficiently. Your team can focus on providing excellent support while automation handles the routine tasks.