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Help Desk User Guide

Working tickets, the knowledge base, reports, customers and contacts, every Admin setting, and what your clients see in their portal.

Staff

  1. 1 Roles Every staff member has one role. An admin sets it when creating the account. 1 min read
  2. 2 Signing in Open the Help Desk address and use the Staff Login page. Enter your Email Address and Password and click Sign In. Tick Remember me to stay signed in on that device. There is no self-registration for s... 1 min read
  3. 3 Getting around Sidebar. Dashboard, Tickets, Knowledge Base, Reports, Customers, Contacts, then Admin, Resources and Logout. Every entry is shown to every role; pages that a role cannot use say so when opened. 1 min read
  4. 4 Dashboard The Dashboard is your starting point each day. New Ticket at the top opens the ticket form (agents and admins). 1 min read
  5. 5 Tickets The Tickets page lists every ticket you are allowed to see. 2 min read
  6. 6 Working a ticket Tickets open in a panel that slides in from the right. Drag its left edge to resize it; double-click the edge to reset. 3 min read
  7. 7 Knowledge Base The knowledge base holds articles for staff and for customers. 2 min read
  8. 8 Reports Reports are available to super admins, agents and viewers. KB editors see a restricted-access notice. 1 min read
  9. 9 Customers A customer is a company you support. The page shows a card per customer with its colour dot, account number, active state, industry, phone, website, and how many contacts and tickets it has. Search by... 1 min read
  10. 10 Contacts Contacts are the people at your customers. The list shows name, email, phone, company, title and status, with a Primary chip on each company's main contact. Search, or filter by company, status (Activ... 1 min read
  11. 11 Resources A read-only view of storage: the database size and table count, the total Pod Space used and file count, and a breakdown across attachments, avatars and the media library. 1 min read
  12. 12 Profile Your own details. Upload a photo (JPEG, PNG, GIF or WebP up to 5 MB), change your first and last name, and change your password with your current one. Only super admins can change their own email addr... 1 min read

Admin settings

  1. 13 Admin overview Admin in the sidebar opens the settings page. Super admins see every tab. Everyone else sees two: My Profile and API Tokens. 1 min read
  2. 14 Email Integration Email is how most tickets arrive and how replies go out. Three cards control it. 2 min read
  3. 15 User Management Create New User asks for email, first name, last name, a password of at least 8 characters, a role and the Active checkbox. Roles are described in Roles. 1 min read
  4. 16 Look & Feel Color Scheme. Sixteen colours with a preview: primary and secondary colours for buttons and links, success, background, text and border colours, and the backgrounds and text colours used for message h... 1 min read
  5. 17 Customize Emails Business Information. The business name and support email (both required), support phone, website, address, logo, footer text, compliance footer, privacy policy link and unsubscribe text used in every... 1 min read
  6. 18 Notifications Email alerts for staff, separate from the emails customers receive. 1 min read
  7. 19 Ticket Sources and Ticket Generators Ticket Sources is the list of "where did this come from" values used for filtering and reporting. Built-in channels cannot be renamed or deleted. Add Source creates your own, such as Phone or Storefro... 1 min read
  8. 20 SLA & Reports SLA Targets. For each priority, Urgent to Low, a first-response target and a resolution target in minutes of business time, with an Active checkbox. Save Targets. 1 min read
  9. 21 Audit Logs and API Tokens Audit Logs (super admins) is a record of who did what and when: logins, creates, updates, deletes, ticket replies and failed emails, with the user, the item affected and the IP address. Filter by acti... 1 min read

The client portal

  1. 22 Client sign-in and account creation The client portal address opens a page with Sign In and Create Account tabs. 1 min read
  2. 23 My Tickets The home page greets the customer by name and shows three tiles: Open Tickets, Pending Response and Resolved This Month. Below, Recent Tickets lists their tickets with subject, number, status, priorit... 1 min read
  3. 24 Client Knowledge Base Knowledge Base in the client sidebar opens a search box and a Browse by category grid. Customers see public articles and any articles or categories made specific to their company. Search results and c... 1 min read
  4. 25 Reference: statuses and priorities Ticket statuses 1 min read