https://yakdesk.com/docs/ https://yakdesk.com/docs/add-a-custom-ticket-field/2026-11-09 https://yakdesk.com/docs/add-a-custom-ticket-field/media/poster.webpHow to add a custom ticket field in YakDeskSome details come up in almost every ticket, like the customer's plan, order number or data source. A custom field gives that detail its own place on the ticket, so agents can fill it in, and you can filter tickets by it.https://yakdesk.com/docs/add-a-custom-ticket-field/media/video.mp433 https://yakdesk.com/docs/add-a-routing-rule/2026-11-09 https://yakdesk.com/docs/add-a-routing-rule/media/poster.webpHow to add a routing rule in YakDeskTickets about the same problem should reach the people who can fix it, without someone sorting the inbox by hand. A routing rule looks for keywords in each new ticket and sets its queue and priority. Before you add it, YakDesk shows how many recent tickets it would have matched.https://yakdesk.com/docs/add-a-routing-rule/media/video.mp431 https://yakdesk.com/docs/add-a-site/2026-10-26 https://yakdesk.com/docs/add-a-site/media/poster.webpHow to add another site in YakDeskIf you support more than one website, such as your app, your docs and a status page, give each its own site. Every site gets its own chat widget, session recorder and branding, and you can switch between them from the sidebar.https://yakdesk.com/docs/add-a-site/media/video.mp433 https://yakdesk.com/docs/add-a-ticket-participant/2026-11-09 https://yakdesk.com/docs/add-a-ticket-participant/media/poster.webpHow to add a ticket participant in YakDeskSometimes the requester isn't the only person who needs your answers, such as a manager or a privacy officer. Adding them as a CC copies them on every reply, without forwarding each email by hand.https://yakdesk.com/docs/add-a-ticket-participant/media/video.mp434 https://yakdesk.com/docs/add-a-ticket-queue/2026-11-09 https://yakdesk.com/docs/add-a-ticket-queue/media/poster.webpHow to add a ticket queue in YakDeskWhen one inbox holds billing questions, bug reports and integration requests, the right person has to dig for their tickets. A queue gives each team or product its own list, and YakDesk can assign the tickets in it automatically.https://yakdesk.com/docs/add-a-ticket-queue/media/video.mp433 https://yakdesk.com/docs/add-an-internal-ticket-note/2026-11-09 https://yakdesk.com/docs/add-an-internal-ticket-note/media/poster.webpHow to add an internal ticket note in YakDeskSome things your team needs to know about a ticket aren't meant for the customer: what you've tried, what you found, who should look next. An internal note keeps that context on the ticket, where the next agent will see it.https://yakdesk.com/docs/add-an-internal-ticket-note/media/video.mp437 https://yakdesk.com/docs/add-an-outbound-webhook/2026-10-26 https://yakdesk.com/docs/add-an-outbound-webhook/media/poster.webpHow to add an outbound webhook in YakDeskSend ticket events to your own systems, for example to post urgent tickets to an on-call tool or sync tickets into a data warehouse. YakDesk sends a signed POST for each event, so your endpoint can verify it came from YakDesk.https://yakdesk.com/docs/add-an-outbound-webhook/media/video.mp432 https://yakdesk.com/docs/add-an-sla-policy/2026-11-09 https://yakdesk.com/docs/add-an-sla-policy/media/poster.webpHow to add an SLA policy in YakDeskIf you promise customers an answer within an hour, you need to know which tickets are about to miss it. An SLA policy sets first-response and resolution targets for a queue, counts only business hours, and alerts you before a ticket breaches.https://yakdesk.com/docs/add-an-sla-policy/media/video.mp435 https://yakdesk.com/docs/apply-a-command-to-selected-tickets/2026-11-09 https://yakdesk.com/docs/apply-a-command-to-selected-tickets/media/poster.webpHow to apply a command to selected tickets in YakDeskTriage often means making the same change to many tickets, like taking every unassigned one or tagging a batch. A command applies that change to every selected ticket at once, and shows you what it will do before you apply it.https://yakdesk.com/docs/apply-a-command-to-selected-tickets/media/video.mp438 https://yakdesk.com/docs/assign-a-ticket/2026-11-09 https://yakdesk.com/docs/assign-a-ticket/media/poster.webpHow to assign a ticket in YakDeskA ticket nobody owns is a ticket nobody answers. Assigning it tells the team who's handling it, and the priority tells them how soon.https://yakdesk.com/docs/assign-a-ticket/media/video.mp434 https://yakdesk.com/docs/cancel-a-subscription/2026-11-09 https://yakdesk.com/docs/cancel-a-subscription/media/poster.webpHow to cancel your YakDesk subscriptionIf you no longer need YakDesk, cancel from the billing page. You keep full access until the end of the period you've paid for, and you can change your mind until then.https://yakdesk.com/docs/cancel-a-subscription/media/video.mp433 https://yakdesk.com/docs/change-a-teammates-role/2026-11-09 https://yakdesk.com/docs/change-a-teammates-role/media/poster.webpHow to change a teammate's role in YakDeskA teammate's role decides what they can see and do. Promote a member to Admin when they start managing the desk, or move someone to Viewer when they only need to read conversations.https://yakdesk.com/docs/change-a-teammates-role/media/video.mp434 https://yakdesk.com/docs/change-notification-preferences/2026-11-09 https://yakdesk.com/docs/change-notification-preferences/media/poster.webpHow to change your notification preferences in YakDeskEmail for every new ticket buries the alerts that matter. Choose which chat and ticket events email you or show a desktop notification. In-app notifications stay on either way.https://yakdesk.com/docs/change-notification-preferences/media/video.mp432 https://yakdesk.com/docs/change-your-agent-name/2026-11-09 https://yakdesk.com/docs/change-your-agent-name/media/poster.webpHow to change your agent name in YakDeskVisitors see an agent name on every chat reply. Set the name you want them to see, such as your first name, without changing your account details.https://yakdesk.com/docs/change-your-agent-name/media/video.mp424 https://yakdesk.com/docs/choose-a-paid-plan/2026-11-09 https://yakdesk.com/docs/choose-a-paid-plan/media/poster.webpHow to choose a paid plan in YakDeskPick the plan you'll stay on before your free trial ends, so nothing pauses when it does. During the trial you're charged nothing today: YakDesk saves your card and billing starts when the trial ends.https://yakdesk.com/docs/choose-a-paid-plan/media/video.mp448 https://yakdesk.com/docs/close-a-chat/2026-11-09 https://yakdesk.com/docs/close-a-chat/media/poster.webpHow to close a chat in YakDeskWhen a chat is answered, closing it clears it from your Active chats, so the list only shows people still waiting.https://yakdesk.com/docs/close-a-chat/media/video.mp438 https://yakdesk.com/docs/configure-single-sign-on/2026-11-09 https://yakdesk.com/docs/configure-single-sign-on/media/poster.webpHow to set up single sign-on (SSO) in YakDeskLet your team sign in with the company identity provider they already use, such as Okta or Microsoft Entra ID. When someone leaves, turning off their company account also removes their way into YakDesk.https://yakdesk.com/docs/configure-single-sign-on/media/video.mp450 https://yakdesk.com/docs/configure-ticket-automations/2026-11-09 https://yakdesk.com/docs/configure-ticket-automations/media/poster.webpHow to set up ticket automations in YakDeskTickets stall when a customer stops replying, and solved tickets pile up when nobody closes them. Automations send a follow-up to quiet customers, solve tickets that have waited too long, and close solved ones, so your queue stays current. Every automated action is recorded in the ticket's history.https://yakdesk.com/docs/configure-ticket-automations/media/video.mp432 https://yakdesk.com/docs/configure-ticket-intake/2026-11-09 https://yakdesk.com/docs/configure-ticket-intake/media/poster.webpHow to add a support email address in YakDeskCustomers email billing@ and support@ for different reasons, and those emails should reach different people. Each YakDesk support address turns incoming mail into tickets and can file them straight into a queue. Forward your own mailbox to it, and customers never see the YakDesk address.https://yakdesk.com/docs/configure-ticket-intake/media/video.mp439 https://yakdesk.com/docs/connect-an-issue-tracker/2026-11-09 https://yakdesk.com/docs/connect-an-issue-tracker/media/poster.webpHow to connect Jira, YouTrack, Linear or GitHub to YakDeskWhen a ticket turns out to be a bug, engineering needs it in their own tracker, and support needs to know when it's fixed. Connect YouTrack, Jira Cloud, Linear or GitHub Issues, and you can push a ticket to it as an issue. Status and comments sync back, so engineers never need to log in to the help desk.https://yakdesk.com/docs/connect-an-issue-tracker/media/video.mp433 https://yakdesk.com/docs/create-a-feedback-survey/2026-11-09 https://yakdesk.com/docs/create-a-feedback-survey/media/poster.webpHow to create a feedback survey in YakDeskAsking at the right moment gets more honest answers. A survey appears in the chat widget after a chat closes, or on the pages you choose, and the scores collect on the Surveys page.https://yakdesk.com/docs/create-a-feedback-survey/media/video.mp434 https://yakdesk.com/docs/create-a-saved-reply/2026-11-09 https://yakdesk.com/docs/create-a-saved-reply/media/poster.webpHow to create a saved reply in YakDeskIf you type the same answer several times a week, save it once. Every agent can then insert it into a chat or a ticket reply in one step.https://yakdesk.com/docs/create-a-saved-reply/media/video.mp444 https://yakdesk.com/docs/create-a-ticket-api-key/2026-11-09 https://yakdesk.com/docs/create-a-ticket-api-key/media/poster.webpHow to create a ticket API key in YakDeskYour own scripts and tools can read and update tickets through the YakDesk REST API and MCP server. Each tool gets its own key, with only the access it needs, so you can revoke one without breaking the others.https://yakdesk.com/docs/create-a-ticket-api-key/media/video.mp431 https://yakdesk.com/docs/customize-widget-branding/2026-11-09 https://yakdesk.com/docs/customize-widget-branding/media/poster.webpHow to customize the chat widget branding in YakDeskMake the chat window look like part of your product, not a third-party add-on. Set your brand color, a header title and your logo; the preview shows the result before visitors see it.https://yakdesk.com/docs/customize-widget-branding/media/video.mp435 https://yakdesk.com/docs/delete-a-feedback-survey/2026-11-09 https://yakdesk.com/docs/delete-a-feedback-survey/media/poster.webpHow to delete a feedback survey in YakDeskWhen a survey has served its purpose, delete it so visitors stop seeing it. Deleting also removes its responses, so pause it instead if you want to keep the results.https://yakdesk.com/docs/delete-a-feedback-survey/media/video.mp420 https://yakdesk.com/docs/delete-a-help-article/2026-11-09 https://yakdesk.com/docs/delete-a-help-article/media/poster.webpHow to delete a help center article in YakDeskOld drafts and articles about retired features clutter the knowledge base and the article picker in replies. Delete the ones you'll never use again.https://yakdesk.com/docs/delete-a-help-article/media/video.mp427 https://yakdesk.com/docs/delete-a-saved-reply/2026-11-09 https://yakdesk.com/docs/delete-a-saved-reply/media/poster.webpHow to delete a saved reply in YakDeskA saved reply that's out of date is worse than none, because agents send it with confidence. Delete it as soon as the answer changes.https://yakdesk.com/docs/delete-a-saved-reply/media/video.mp423 https://yakdesk.com/docs/edit-a-help-article/2026-11-09 https://yakdesk.com/docs/edit-a-help-article/media/poster.webpHow to edit a help center article in YakDeskHelp articles go out of date when your product changes. Editing a published article updates your help center right away, and YakDesk keeps the last published version so you can revert.https://yakdesk.com/docs/edit-a-help-article/media/video.mp437 https://yakdesk.com/docs/enable-ai-reply-assistance/2026-11-09 https://yakdesk.com/docs/enable-ai-reply-assistance/media/poster.webpHow to turn on AI reply drafts in YakDeskWriting the same kind of answer over and over slows your team down. With the AI composer on, agents can draft a reply from your help articles, summarize a long thread, or rewrite a reply in a different tone. Drafts are suggestions, and an agent always reviews them before sending.https://yakdesk.com/docs/enable-ai-reply-assistance/media/video.mp432 https://yakdesk.com/docs/enable-two-factor-authentication/2026-11-09 https://yakdesk.com/docs/enable-two-factor-authentication/media/poster.webpHow to turn on two-factor authentication in YakDeskA stolen password is enough to read every customer conversation in your workspace. With two-factor authentication on, signing in also needs a code from an authenticator app on your phone.https://yakdesk.com/docs/enable-two-factor-authentication/media/video.mp436 https://yakdesk.com/docs/erase-a-contacts-support-data/2026-11-09 https://yakdesk.com/docs/erase-a-contacts-support-data/media/poster.webpHow to erase a contact's support data in YakDeskWhen a customer asks you to delete their personal data, for example under GDPR, erase it in one place. YakDesk scrubs their messages, deletes attachments and call recordings, and unlinks their session replays, while ticket numbers stay for your records.https://yakdesk.com/docs/erase-a-contacts-support-data/media/video.mp430 https://yakdesk.com/docs/export-an-activity-report/2026-11-09 https://yakdesk.com/docs/export-an-activity-report/media/poster.webpHow to export an activity report in YakDeskThe activity report adds up recorded sessions, chats and frustration signals for a date range. Export it as a CSV to share with your team or a client, or keep it with your monthly numbers.https://yakdesk.com/docs/export-an-activity-report/media/video.mp415 https://yakdesk.com/docs/export-support-data/2026-10-26 https://yakdesk.com/docs/export-support-data/media/poster.webpHow to export your support data from YakDeskKeep your own copy of your support history, for a backup, an audit, or analysis in another tool. The export is a zip of tickets, contacts, help center articles and companies in JSON.https://yakdesk.com/docs/export-support-data/media/video.mp420 https://yakdesk.com/docs/forward-a-ticket-thread/2026-11-09 https://yakdesk.com/docs/forward-a-ticket-thread/media/poster.webpHow to forward a ticket thread in YakDeskSome problems need someone outside your team, such as your email provider or a contractor. Forwarding sends them the customer-visible conversation, and their replies come back to the ticket as internal notes, so the customer never sees the back-and-forth.https://yakdesk.com/docs/forward-a-ticket-thread/media/video.mp431 https://yakdesk.com/docs/import-a-twilio-number/2026-11-09 https://yakdesk.com/docs/import-a-twilio-number/media/poster.webpHow to use your Twilio number in YakDeskAlready have a support number with Twilio? Import it into YakDesk instead of buying a new one. Calls ring agents in the browser, and texts open as tickets.https://yakdesk.com/docs/import-a-twilio-number/media/video.mp444 https://yakdesk.com/docs/import-tickets-from-csv/2026-10-26 https://yakdesk.com/docs/import-tickets-from-csv/media/poster.webpHow to import tickets from a CSV file in YakDeskBring your support history with you when you switch help desks, so past conversations are there when a customer writes in again. Imported tickets don't send notifications or start SLA timers, and re-running an import skips what's already there.https://yakdesk.com/docs/import-tickets-from-csv/media/video.mp430 https://yakdesk.com/docs/import-tickets-from-hubspot/2026-11-09 https://yakdesk.com/docs/import-tickets-from-hubspot/media/poster.webpHow to import tickets from HubSpot in YakDeskIf your support history lives in HubSpot tickets, bring it with you instead of starting from zero. YakDesk pulls your HubSpot tickets in with a private-app token. The token is used once and not stored, and imported tickets don't notify anyone or start SLA timers.https://yakdesk.com/docs/import-tickets-from-hubspot/media/video.mp431 https://yakdesk.com/docs/import-tickets-from-zendesk/2026-11-09 https://yakdesk.com/docs/import-tickets-from-zendesk/media/poster.webpHow to import tickets from Zendesk in YakDeskMoving from Zendesk shouldn't mean losing years of customer conversations. YakDesk pulls your Zendesk tickets in through the Zendesk API. Imported tickets don't notify anyone or start SLA timers, and running the import again skips tickets that are already there.https://yakdesk.com/docs/import-tickets-from-zendesk/media/video.mp432 https://yakdesk.com/docs/inspect-a-page-heatmap/2026-11-09 https://yakdesk.com/docs/inspect-a-page-heatmap/media/poster.webpHow to inspect a page heatmap in YakDeskOne replay shows one visitor. A heatmap adds up every recorded visit to a page, so you can see which buttons draw the clicks and how far people scroll before they stop reading.https://yakdesk.com/docs/inspect-a-page-heatmap/media/video.mp434 https://yakdesk.com/docs/install-the-chat-widget/2026-10-26 https://yakdesk.com/docs/install-the-chat-widget/media/poster.webpHow to install the chat widget in YakDeskCustomers ask for help where they get stuck: on your site or in your app. The chat widget puts a chat button on every page, and each conversation lands in your YakDesk inbox with the visitor's recorded session attached.https://yakdesk.com/docs/install-the-chat-widget/media/video.mp444 https://yakdesk.com/docs/install-the-session-recorder/2026-11-09 https://yakdesk.com/docs/install-the-session-recorder/media/poster.webpHow to install the session recorder in YakDeskSession replays, heatmaps, error tracking and the Live page all come from the session recorder. Add its snippet to your site once, and every visit is recorded for your team to replay.https://yakdesk.com/docs/install-the-session-recorder/media/video.mp439 https://yakdesk.com/docs/investigate-a-session-replay/2026-10-26 https://yakdesk.com/docs/investigate-a-session-replay/media/poster.webpHow to watch a session replay in YakDeskCustomers rarely describe a problem exactly. A session replay shows what they actually did: the pages, the clicks, and the errors behind them, so you can reproduce a bug without a back-and-forth.https://yakdesk.com/docs/investigate-a-session-replay/media/video.mp434 https://yakdesk.com/docs/invite-a-teammate/2026-10-26 https://yakdesk.com/docs/invite-a-teammate/media/poster.webpHow to invite a teammate to YakDeskAdd the people who answer customers. Each active member is a billed seat, and their role decides what they can see: owners and admins see every site, while members see only the sites you assign them.https://yakdesk.com/docs/invite-a-teammate/media/video.mp430 https://yakdesk.com/docs/keep-a-cancelled-subscription/2026-11-09 https://yakdesk.com/docs/keep-a-cancelled-subscription/media/poster.webpHow to keep a cancelled YakDesk subscriptionCancelled by mistake, or changed your mind? Until the end of the billing period, you can undo the cancellation in one step and carry on as if nothing happened.https://yakdesk.com/docs/keep-a-cancelled-subscription/media/video.mp420 https://yakdesk.com/docs/link-related-tickets/2026-11-09 https://yakdesk.com/docs/link-related-tickets/media/poster.webpHow to link related tickets in YakDeskWhen two customers report the same kind of problem, linking their tickets lets whoever opens one see the other, with what's already been found and said.https://yakdesk.com/docs/link-related-tickets/media/video.mp432 https://yakdesk.com/docs/merge-duplicate-tickets/2026-11-09 https://yakdesk.com/docs/merge-duplicate-tickets/media/poster.webpHow to merge duplicate tickets in YakDeskWhen a customer writes in twice about the same problem, two agents can end up answering it. Merging moves the duplicate's messages onto the ticket you keep, so there's one thread and one answer.https://yakdesk.com/docs/merge-duplicate-tickets/media/video.mp435 https://yakdesk.com/docs/publish-a-help-article/2026-10-26 https://yakdesk.com/docs/publish-a-help-article/media/poster.webpHow to publish a help center article in YakDeskIf the same question keeps arriving, answer it once in public. Published articles appear in your help center, and agents can insert them into replies.https://yakdesk.com/docs/publish-a-help-article/media/video.mp430 https://yakdesk.com/docs/remove-a-teammate/2026-11-09 https://yakdesk.com/docs/remove-a-teammate/media/poster.webpHow to remove a teammate from YakDeskWhen someone leaves the support team, remove their YakDesk access straight away. They are signed out of YakDesk, their seat stops being billed, and the conversations they handled stay in your workspace.https://yakdesk.com/docs/remove-a-teammate/media/video.mp430 https://yakdesk.com/docs/rename-a-site/2026-11-09 https://yakdesk.com/docs/rename-a-site/media/poster.webpHow to rename a site in YakDeskWhen a client moves their site to a new domain, rename it in YakDesk instead of adding a new site. The site keeps its sessions, branding and snippets, and the session recorder starts accepting the new domain.https://yakdesk.com/docs/rename-a-site/media/video.mp437 https://yakdesk.com/docs/rename-your-workspace/2026-11-09 https://yakdesk.com/docs/rename-your-workspace/media/poster.webpHow to rename your workspace in YakDeskThe workspace name appears in the product header, so your team can tell at a glance which workspace they are in. Rename it when your company name changes or to match what your team calls it.https://yakdesk.com/docs/rename-your-workspace/media/video.mp423 https://yakdesk.com/docs/reply-and-solve-a-ticket/2026-10-26 https://yakdesk.com/docs/reply-and-solve-a-ticket/media/poster.webpHow to reply to and solve a ticket in YakDeskWhen the fix is in, tell the customer and close the loop in one step. Send and solve emails your reply and marks the ticket solved; if the customer writes back, the ticket reopens on its own.https://yakdesk.com/docs/reply-and-solve-a-ticket/media/video.mp433 https://yakdesk.com/docs/reply-to-a-chat/2026-10-26 https://yakdesk.com/docs/reply-to-a-chat/media/poster.webpHow to reply to a chat in YakDeskA customer who writes in from your site is usually stuck right now. Replying while they're still on the page solves the problem before it turns into an email thread.https://yakdesk.com/docs/reply-to-a-chat/media/video.mp432 https://yakdesk.com/docs/review-console-errors/2026-10-26 https://yakdesk.com/docs/review-console-errors/media/poster.webpHow to review console errors in YakDeskWhen something breaks in your app, the first customer to report it is rarely the only one affected. Errors groups the JavaScript errors recorded in visitors' browsers, so you can see how often each happens and how many people hit it.https://yakdesk.com/docs/review-console-errors/media/video.mp435 https://yakdesk.com/docs/review-ticket-audit-events/2026-11-09 https://yakdesk.com/docs/review-ticket-audit-events/media/poster.webpHow to review ticket audit events in YakDeskWhen someone asks who changed a ticket, or when, the audit log has the answer. It records every status change, assignment, reply and note with the person who made it.https://yakdesk.com/docs/review-ticket-audit-events/media/video.mp435 https://yakdesk.com/docs/review-ticket-performance/2026-11-09 https://yakdesk.com/docs/review-ticket-performance/media/poster.webpHow to review ticket performance in YakDeskTo know whether your team is keeping up, look at how many tickets arrive, how fast they get a first reply, and how customers rate the help. Ticket reports put those numbers for any date range on one page.https://yakdesk.com/docs/review-ticket-performance/media/video.mp432 https://yakdesk.com/docs/revoke-a-replay-share/2026-11-09 https://yakdesk.com/docs/revoke-a-replay-share/media/poster.webpHow to revoke a replay share link in YakDeskA share link lets anyone who has it watch one session replay. Once the person you sent it to is done, or the link was sent to the wrong person, revoke it so it stops working.https://yakdesk.com/docs/revoke-a-replay-share/media/video.mp426 https://yakdesk.com/docs/revoke-a-ticket-api-key/2026-11-09 https://yakdesk.com/docs/revoke-a-ticket-api-key/media/poster.webpHow to revoke a ticket API key in YakDeskWhen a tool is retired, or a key may have leaked, switch the key off. Revoking takes effect immediately and leaves your other keys working.https://yakdesk.com/docs/revoke-a-ticket-api-key/media/video.mp422 https://yakdesk.com/docs/save-a-ticket-view/2026-11-09 https://yakdesk.com/docs/save-a-ticket-view/media/poster.webpHow to save a ticket view in YakDeskIf you run the same ticket search every morning, such as high-priority open tickets, saving it as a view turns it into one button above the list. Shared views show up for the whole team.https://yakdesk.com/docs/save-a-ticket-view/media/video.mp434 https://yakdesk.com/docs/schedule-an-activity-report/2026-11-09 https://yakdesk.com/docs/schedule-an-activity-report/media/poster.webpHow to schedule an activity report email in YakDeskIf you send the same numbers to a manager or client every week, let YakDesk send them. A scheduled report emails a copy of the activity report weekly or monthly to the address you choose.https://yakdesk.com/docs/schedule-an-activity-report/media/video.mp432 https://yakdesk.com/docs/set-chat-office-hours/2026-11-09 https://yakdesk.com/docs/set-chat-office-hours/media/poster.webpHow to set chat office hours in YakDeskIf nobody answers chat overnight, don't let visitors wait in an empty chat. With office hours on, the widget offers live chat only while your team is working, and shows your away message the rest of the time.https://yakdesk.com/docs/set-chat-office-hours/media/video.mp431 https://yakdesk.com/docs/share-a-session-replay/2026-10-26 https://yakdesk.com/docs/share-a-session-replay/media/poster.webpHow to share a session replay in YakDeskSometimes the person who needs to see a replay doesn't have a YakDesk login, such as a developer at the customer's company or a contractor. A share link lets them watch that one session, and you can revoke it at any time.https://yakdesk.com/docs/share-a-session-replay/media/video.mp422 https://yakdesk.com/docs/snooze-a-ticket/2026-11-09 https://yakdesk.com/docs/snooze-a-ticket/media/poster.webpHow to snooze a ticket in YakDeskSometimes you can't move a ticket forward until later: a credit note is due tomorrow, or a fix ships next week. Snoozing hides it until then, so your open list only shows work you can do now.https://yakdesk.com/docs/snooze-a-ticket/media/video.mp430 https://yakdesk.com/docs/split-a-message-into-a-ticket/2026-11-09 https://yakdesk.com/docs/split-a-message-into-a-ticket/media/poster.webpHow to split a message into a ticket in YakDeskCustomers often add an unrelated question to an existing thread. Splitting that message into its own ticket lets each problem have its own owner and status, so neither gets lost.https://yakdesk.com/docs/split-a-message-into-a-ticket/media/video.mp432 https://yakdesk.com/docs/track-a-client-retainer/2026-11-09 https://yakdesk.com/docs/track-a-client-retainer/media/poster.webpHow to track a client retainer in YakDeskIf you resell support to clients, you need to know what each one pays you. Client billing records the plan and price for every client site and adds them up as monthly recurring revenue. It's a ledger only: YakDesk doesn't charge your clients.https://yakdesk.com/docs/track-a-client-retainer/media/video.mp449 https://yakdesk.com/docs/track-time-on-a-ticket/2026-11-09 https://yakdesk.com/docs/track-time-on-a-ticket/media/poster.webpHow to track time on a ticket in YakDeskIf you bill clients for support or want to know where your team's hours go, you need the time spent on each ticket. YakDesk can time you while you work, or you can add time afterwards.https://yakdesk.com/docs/track-time-on-a-ticket/media/video.mp433 https://yakdesk.com/docs/translate-a-help-article/2026-11-09 https://yakdesk.com/docs/translate-a-help-article/media/poster.webpHow to translate a help center article in YakDeskCustomers find answers faster in their own language. Add a translation to an article, and visitors whose browser asks for that language see it in your help center. Everyone else keeps seeing the English version.https://yakdesk.com/docs/translate-a-help-article/media/video.mp432 https://yakdesk.com/docs/turn-a-chat-into-a-ticket/2026-10-26 https://yakdesk.com/docs/turn-a-chat-into-a-ticket/media/poster.webpHow to turn a chat into a ticket in YakDeskSome problems can't be fixed while the customer waits. Turning the chat into a ticket keeps the whole conversation, emails the customer that you're on it, and gives your team a record to assign, prioritise and solve.https://yakdesk.com/docs/turn-a-chat-into-a-ticket/media/video.mp434 https://yakdesk.com/docs/undo-a-ticket-reply/2026-11-09 https://yakdesk.com/docs/undo-a-ticket-reply/media/poster.webpHow to undo a ticket reply in YakDeskEveryone sends a reply too soon now and then: the wrong ticket, a missing detail, a typo in a name. YakDesk holds each reply for a few seconds before emailing it, so you can take it back.https://yakdesk.com/docs/undo-a-ticket-reply/media/video.mp438 https://yakdesk.com/docs/unpublish-a-help-article/2026-11-09 https://yakdesk.com/docs/unpublish-a-help-article/media/poster.webpHow to unpublish a help center article in YakDeskIf an article is wrong or describes something you've changed, take it out of your help center without losing it. Unpublishing turns it back into a draft that you can fix and publish again.https://yakdesk.com/docs/unpublish-a-help-article/media/video.mp425 https://yakdesk.com/docs/update-your-payment-method/2026-11-09 https://yakdesk.com/docs/update-your-payment-method/media/poster.webpHow to update your payment method in YakDeskWhen your card expires or the company switches cards, add the new one before the next renewal so your subscription doesn't lapse.https://yakdesk.com/docs/update-your-payment-method/media/video.mp441 https://yakdesk.com/docs/view-a-billing-invoice/2026-11-09 https://yakdesk.com/docs/view-a-billing-invoice/media/poster.webpHow to view a billing invoice in YakDeskYour finance team needs a copy of every invoice. YakDesk lists each one on the billing page, with a link to the full invoice that you can download as a PDF.https://yakdesk.com/docs/view-a-billing-invoice/media/video.mp431 https://yakdesk.com/docs/watch-a-live-visitor/2026-11-09 https://yakdesk.com/docs/watch-a-live-visitor/media/poster.webpHow to watch a live visitor in YakDeskWhen a customer is stuck on your site right now, a replay from later is too late. Live lists everyone browsing at this moment, and you can follow one visitor's session as it happens, so you see the problem while you're still talking to them.https://yakdesk.com/docs/watch-a-live-visitor/media/video.mp430