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

Archive, Trash, and Spam folders

Learn how to use the Archive, Trash, and Spam folders to categorize and organize tickets.

Set up BIMI and VMC for your email messaging

Enhance email trust and visibility by setting up BIMI and VMC. Improve brand presence and security with these essential steps.

Attachments

Learn how to upload and delete attachments from HelpDesk tickets.

Spam list

Manage spam and learn how to add email addresses and domains to Trusted or Blocked lists.

Create custom fields

Learn how to create custom fields to detail your tickets.

Ticket dashboard guide

Discover how to work on tickets in HelpDesk and manage them in a simple way.

Differences between followers and people in the loop

Use teams to structure agents in your customer service process.

Ticket rating

Ticket rating helps you gather feedback from your customers.

Email delivery tracking

Monitor the delivery of email messages that you're sending. Learn if the message has been read by the recipient.

Track actions in the audit log

Keep track of your team's actions with HelpDesk's audit log. View detailed system logs to maintain control and accountability.

Follow the ticket

Check out how useful is the following feature in the process of solving and supervising a ticket.

Use AI text enhancements

Learn how to use AI text enhancements and be quicker in everyday conversations.

HelpDesk reports

Browse the HelpDesk reports to find valuable insights and analyze your customer feedback.

Use ticket language details

Automate ticket routing with HelpDesk's language detection. Identify languages and assign tickets to the right teams for accurate multilingual support.

How do my clients see the messages sent from HelpDesk?

HelpDesk converts your emails into tickets. However, the messages sent from HelpDesk look like standard emails.

What are canned responses in HelpDesk

Prepare predefined messages to answer your customers' questions quicker.

How to create a ticket

Learn how to create a new ticket in the HelpDesk app.

What are statuses

Learn how to use statuses that will help you determine which tickets need your attention.

How to delete a ticket

Learn how to permanently delete tickets from HelpDesk.

What are tags and how to use them

Use tags to organize and categorize your tickets.

How to merge tickets

Learn how to merge your tickets in HelpDesk.

What are ticket priorities

What are ticket priorities and how to use them? Start adding value to your tickets and organize support cases.

How to use private notes

Use private notes to collaborate with your teammates in HelpDesk.

What’s in "All tickets"

Browse the All Tickets section to get an overview of the customer support

Inline images

Learn how to add inline images to your HelpDesk messages and signatures. Enhance brand identity and communication with visual elements.

What’s in "My open tickets"

Browse the "My open tickets" section to find the tickets that need your attention.

Navigating with keyboard shortcuts

Learn how to navigate the dashboard and tickets using keyboard shortcuts.

What’s in "Tickets to handle"

Find all the open tickets in the "Tickets to handle" section.

People in the loop

Learn how to add more message recipients and how to properly use the "People in the loop" field.

Why are my tickets marked as Spam?

Learn why your tickets are unintentionally marked as spam and how to avoid it.

Record the screen in response

Learn how to record your screen to respond to a customer with a video.

Automate your work

Advanced workflows settings

Create more advanced and sophisticated workflows in HelpDesk.

Manage workflows

Learn how to manage automation-based flows in HelpDesk.

Create and apply macros

Find out more about creating and applying macros when resolving tickets.

Set up auto-assignments

Optimize ticket assignments in HelpDesk with auto-assign features. Choose round-robin, random, or specific agents for better workflows.

Create and manage ticket views

Learn how to save a set of filters as a custom view that you can easily access from the ticket navigation bar.

Ticket summary

Learn how to smartly wrap up multi-threaded customer conversations with a ticket summary.

How to use filters

Use filters to customize your tickets view.

Workflow templates

Learn how to use workflow templates and avoid creating flow from scratch.

Manage your team

Collision detection in a ticket

Learn what collision detection is so your team can work in a sustainable way.

Roles in HelpDesk

Discover the roles you can assign to the HelpDesk users.

Create and manage agent accounts

Learn how to add agents to HelpDesk and manage their accounts.

What are teams

Learn how to create teams in HelpDesk. Create a structure for your customer service process.

Learn shift planning: Management and employee work scheduling

Learn shift management and employee work scheduling to optimize shift patterns and staff coverage to improve business efficiency.

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