Admin Onboarding
Set up AssistDesk for your organization — domain, sign-in, seats, escalation, and company knowledge.
Before You Start
You'll want a few things on hand:
- An AssistDesk account on your organization's email domain.
- The domain(s) your team will use AssistDesk with.
- An escalation inbox — the email address (or ticketing/helpdesk address) where tickets that need a human should go.
1. Verify Your Domain
Verifying your domain links your users to your organization and unlocks the admin panel. In Admin → Settings, add your domain and follow the verification steps. Once verified, anyone signing in with an email on that domain is recognized as part of your organization.
2. Microsoft / Google Sign-In (SSO)
AssistDesk signs users in through a single, multi-tenant Microsoft Entra application that we operate. You do not register an app, create client secrets, or configure redirect URIs in your tenant. Your users simply click "Sign in with Microsoft".
AssistDesk only requests basic, low-impact profile permissions (your users' name and email). Depending on how your tenant is configured:
- If user consent is allowed (the common default for low-impact permissions from a verified publisher), each user approves access on their first sign-in and they're done.
- If your tenant restricts app consent, the first person will see "Needs admin approval." An administrator approves AssistDesk once — either from the consent prompt, or in Entra admin center → Enterprise applications. After that, everyone can sign in.
SSO is optional. Even without it, anyone on your domain can sign in with a passwordless magic link. Google Workspace SSO works the same way and appears once enabled.
3. Seats & Licensing
Enterprise plans are seat-based: each licensed user gets a share of your ticket quota. In Admin → Users you can:
- See how many seats you have and how many are in use.
- Grant or revoke a user's license.
- Add more seats as your team grows.
Unlicensed users on your domain can't create tickets until you grant them a license.
4. Set Your Escalation Inbox
When Cait can't resolve an issue, it escalates the ticket to your team. In Admin → Settings, set your escalation email — the address where escalated tickets and AI summaries are sent.
- Enter the destination address (your helpdesk or IT inbox).
- We send a short verification code to that address to confirm you control it.
- Enter the code to activate routing.
You can also configure auto-close timing so unresolved tickets are followed up and closed on a schedule that suits your team.
5. Add Company Knowledge for Cait
This is what makes Cait's answers fit your environment. In Admin → Settings, add company-specific context such as:
- Intranet and self-service portal links.
- VPN and remote-access steps.
- Internal contacts and escalation paths.
- IT policies (software requests, password rules, device standards).
Cait uses this context when answering your users, so its guidance matches your tools and policies instead of giving generic advice.
6. Managing Users
From Admin → Users you can review everyone in your organization and deactivate, reactivate, or remove accounts as people join and leave.
7. Analytics
The admin panel includes reporting on ticket volume, status breakdown, and resolution by priority, so you can see how much Cait is deflecting and where your team's time is going.