Setting up and using BlitzDesk

Business administrators

Register through the organisation setup flow, verify the business email, configure MFA and complete the existing organisation review process. Individual customer accounts do not confer authority to create or administer a business.

After approval, use Administration to add staff with appropriate roles, configure teams, categories and SLA policies, and manage People & portal access. Share your support link; invitation entries are stored approvals, not sent invitation emails. Staff must register and verify their exact invited address.

For public discovery, the new People & portal access directory control lets an administrator publish the business name, a public description and its support link. It is off by default. Listing does not expose tickets, staff, assets or private contacts, and does not remove customer access approval.

Individual customers

Open /businesses to find businesses that chose to list. Select a support portal and register with an email you can verify; personal addresses are allowed. Request access and wait for the business's approval, or use an exact-address invitation supplied by that business. No employment relationship is required: the requester membership is a technical permission for that business's portal.

Once approved, open the Customer Portal to raise a request, attach permitted files, read support replies and follow status. You can only read your own requests. Use separate browser profiles or a normal and private browser window for different signed-in test accounts; tabs share a login session. Existing organisation selection controls allow access to the businesses that approved you.

Support teams

Use the queue and team queues to review accessible tickets. Public replies reach the requester; internal notes remain staff-only. Assign and route work using the normal team controls. Knowledge drafts require publication before customers can read them.

Blitz AI provides suggestions, editable replies and triage proposals. Check its sources and confirm any changes yourself. Assets hold manual records; Blitz Agent adds enrolled Windows device reporting. Follow the Windows deployment guide before installing it.

Voice and device actions

Requesters select and test a microphone in Call support. Staff answer on Calls. Voice transcription requires organisation opt-in and consent. Talk to Blitz uses bounded spoken turns; Safari may require Play reply and continue. Review conversation context and explicitly confirm sharing or ticket creation.

Blitz Actions has separately enabled, reviewed inventory refresh, DNS-cache flush and Agent restart. Voice and AI do not execute those actions automatically. Signed endpoint customer rollout is still pending Phase 8 signing.

Reports and future integrations

Managers and administrators can open Reports to view ticket volumes, current backlog, first-response measurements and completed response SLA compliance, filter by date/status/priority and export CSV. These measurements use current ticket records, not historical backlog snapshots. Advanced reporting, ServiceNow integration and enterprise automation remain planned within Phase 11; predictive intelligence belongs to Phase 12. See roadmap, phase index and Phase 10 report.