Channels serve as the communication pathways in and out of HelpSpace. Emails sent to a channel are automatically converted into tickets, ready for processing within HelpSpace.
To use the ticketing functionality, you must create at least one channel. Currently, messages can be forwarded to a channel via email or form.
During workspace setup, you’ll be prompted to create a channel. You can also add or configure channels later as needed.
Create a channel
Go to Settings → Channels and click on the button Create Channel
It starts a wizard to create a new channel
Please check our manual on How to set up an email channel
Channel Details
Fields | Description |
|---|---|
Name | Name of the channel |
Address | Email address of the channel, e.g., support@mycompany.com |
Inbound Email Address | Inbound email address form HelpSpace where you have to forward the messages to, e.g., support@mycompany.com forward the emails to this inbound email address |
Email Aliases (optional) | Optional email addresses you want to receive tickets. |
BCC Addresses (optional) | Bcc emails will be added to all outgoing ticket replies. |
Default Language | Used for translations like: |
Edit Signature
Create a signature for each channel, which is automatically attached to all outgoing messages. This lets your customer know who the message is from and conveys a professional impression. You can use placeholders, add images, and format the signature as HTML.
Edit Auto-Reply
When a new ticket arrives, an automatic response can be sent. This informs the sender that their message has been received and will be processed as soon as possible. Optionally, you can include a ticket number for any interim inquiries from the customer.
Change Config
You can adjust a channel's configuration at any time, such as changing the sender's name, verifying DNS entries, or switching to SMTP. Refer to the article How to set up an email channel for more details on the technical setup of a channel.
Delete Channel
Delete a channel when it is no longer needed.
Note that all associated tickets will be permanently deleted. This action cannot be undone, and the tickets cannot be restored.
