Use HelpDesk
Read helpful and to-the-point articles on working with tickets, automating tasks, and managing your team. Make the most of HelpDesk features.
Work with tickets
Learn how to use the Archive, Trash, and Spam folders to categorize and organize tickets.
Enhance email trust and visibility by setting up BIMI and VMC. Improve brand presence and security with these essential steps.
Learn how to upload and delete attachments from HelpDesk tickets.
Manage spam and learn how to add email addresses and domains to Trusted or Blocked lists.
Learn how to create custom fields to detail your tickets.
Discover how to work on tickets in HelpDesk and manage them in a simple way.
Use teams to structure agents in your customer service process.
Ticket rating helps you gather feedback from your customers.
Monitor the delivery of email messages that you're sending. Learn if the message has been read by the recipient.
Keep track of your team's actions with HelpDesk's audit log. View detailed system logs to maintain control and accountability.
Check out how useful is the following feature in the process of solving and supervising a ticket.
Learn how to use AI text enhancements and be quicker in everyday conversations.
Browse the HelpDesk reports to find valuable insights and analyze your customer feedback.
Automate ticket routing with HelpDesk's language detection. Identify languages and assign tickets to the right teams for accurate multilingual support.
HelpDesk converts your emails into tickets. However, the messages sent from HelpDesk look like standard emails.
Prepare predefined messages to answer your customers' questions quicker.
Learn how to create a new ticket in the HelpDesk app.
Learn how to use statuses that will help you determine which tickets need your attention.
Learn how to permanently delete tickets from HelpDesk.
Use tags to organize and categorize your tickets.
Learn how to merge your tickets in HelpDesk.
What are ticket priorities and how to use them? Start adding value to your tickets and organize support cases.
Use private notes to collaborate with your teammates in HelpDesk.
Browse the All Tickets section to get an overview of the customer support
Learn how to add inline images to your HelpDesk messages and signatures. Enhance brand identity and communication with visual elements.
Browse the "My open tickets" section to find the tickets that need your attention.
Learn how to navigate the dashboard and tickets using keyboard shortcuts.
Find all the open tickets in the "Tickets to handle" section.
Learn how to add more message recipients and how to properly use the "People in the loop" field.
Learn why your tickets are unintentionally marked as spam and how to avoid it.
Learn how to record your screen to respond to a customer with a video.
Automate your work
Create more advanced and sophisticated workflows in HelpDesk.
Learn how to manage automation-based flows in HelpDesk.
Find out more about creating and applying macros when resolving tickets.
Optimize ticket assignments in HelpDesk with auto-assign features. Choose round-robin, random, or specific agents for better workflows.
Learn how to save a set of filters as a custom view that you can easily access from the ticket navigation bar.
Learn how to smartly wrap up multi-threaded customer conversations with a ticket summary.
Use filters to customize your tickets view.
Learn how to use workflow templates and avoid creating flow from scratch.
Manage your team
Learn what collision detection is so your team can work in a sustainable way.
Discover the roles you can assign to the HelpDesk users.
Learn how to add agents to HelpDesk and manage their accounts.
Learn how to create teams in HelpDesk. Create a structure for your customer service process.
Learn shift management and employee work scheduling to optimize shift patterns and staff coverage to improve business efficiency.
