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.
Learn how to switch to dark mode in HelpDesk. Experience a more comfortable viewing experience.
Use teams to structure agents in your customer service process.
Discover how to work on tickets in HelpDesk and manage them in a simple way.
Monitor the delivery of email messages that you're sending. Learn if the message has been read by the recipient.
Ticket rating helps you gather feedback from your customers.
Check out how useful is the following feature in the process of solving and supervising a ticket.
Keep track of your team's actions with HelpDesk's audit log. View detailed system logs to maintain control and accountability.
Browse the HelpDesk reports to find valuable insights and analyze your customer feedback.
Learn how to use AI text enhancements and be quicker in everyday conversations.
HelpDesk converts your emails into tickets. However, the messages sent from HelpDesk look like standard emails.
Automate ticket routing with HelpDesk's language detection. Identify languages and assign tickets to the right teams for accurate multilingual support.
Learn how to create a new ticket in the HelpDesk app.
Prepare predefined messages to answer your customers' questions quicker.
Learn how to permanently delete tickets from HelpDesk.
Learn how to use statuses that will help you determine which tickets need your attention.
Learn how to merge your tickets in HelpDesk.
Use tags to organize and categorize your tickets.
Use private notes to collaborate with your teammates in HelpDesk.
What are ticket priorities and how to use them? Start adding value to your tickets and organize support cases.
Learn how to add inline images to your HelpDesk messages and signatures. Enhance brand identity and communication with visual elements.
Browse the All Tickets section to get an overview of the customer support
Learn how to navigate the dashboard and tickets using keyboard shortcuts.
Browse the "My open tickets" section to find the tickets that need your attention.
Learn how to add more message recipients and how to properly use the "People in the loop" field.
Find all the open tickets in the "Tickets to handle" section.
Learn how to record your screen to respond to a customer with a video.
Learn why your tickets are unintentionally marked as spam and how to avoid it.
Automate your work
Create more advanced and sophisticated rules in HelpDesk.
Learn how to manage automation-based rules in HelpDesk. Set up your first automation in just 5 minutes to skyrocket your support.
Find out more about creating and applying macros when resolving tickets.
Learn how to use rule templates and avoid creating automations from scratch.
Learn how to save a set of filters as a custom view that you can easily access from the ticket navigation bar.
Optimize ticket assignments in HelpDesk with auto-assign features. Choose round-robin, random, or specific agents for better flows.
Use filters to customize your tickets view.
Learn how to smartly wrap up multi-threaded customer conversations with a ticket summary.
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.
