Settings

How to configure HelpSpace

By Eva
February 2, 2023

Users

Users are a person who can log in and work with HelpSpace. In Users, you create, edit, and delete users. 

The first user is created automatically with the first sign-in. He has the role of superadmin, which means he has access to all features. He can buy subscriptions and change plans. 

Create User 

Click on the button Create User to add a new user. 

Fields / Functions

Description

Full name 

Full name of the user 

Username

Login name and displayed name inside HelpSpace 

Email

Email of the user 

Password

Password of the user 

Role

Agent 

  • The agent has access to all features except Reports, Settings, and Billing & Usage 

Admin 

  • The admin has access to all features except Billing & Usage 

Superadmin 

  • The admin has access to all features.

  • The superadmin is created automatically with the first sign-in. You can select this role. 

Send invite email 

If it’s true, then it sends an invitation via email to the new user.

Profile Image 

Profile image of the user. 

Organization 

Associated company 

Select a time zone 

Time zone of the user 

Locale

Language of the user. At the moment we only support English and German. 

Edit User  

In the last column are three dots. If you hover this column, the dots appear. Click on the dots to open the menu and select edit.  

The fields are the same as above. There are some additional fields: 

Fields / Functions

Description

Job Title 

Job Title of the user 

Address

Address of the user (street) 

City

City of the user 

State

State of the user 

Postal Code 

Postal code of the user 

Country

Country of the user 

Delete User 

Select a user. As soon as a user is selected, functions appear on the top. Click on Delete, and then Yes, I confirm

Remove / Add Teams 

You can add or remove a user from a team. Select a user. As soon as a user is selected, functions appear on the top.  

  • Add Teams: Select the teams to add the user  

  • Remove Teams: Select the teams to remove the user 

 

Filter 

Click into Type to add filter. A menu opens and selects a filter, eg. User. Automatically a new list opens where you choose content, eg. Amy. You can add multiple filters. They are all connected with an OR. They are all connected with an OR, eg. User=Amy OR User=Michael OR Team=Sales. If you don’t select a filter, it searches overall. 

Channels 

Channels are the communication channels in and out of HelpSpace. You have to configure at least one channel to use HelpSpace. You can set the first channel at sign-in, optionally later. 

For more details: https://helpspace.io/blog/2019-05-17-174655/how-to-set-up-an-email-channel 

For each channel, you can add a signature and enable auto-reply. 

Signature 

Click on Edit Signature to add or edit your signature. You can use placeholders.

Edit Auto Reply 

Click on Edit Auto Reply to add or edit your auto-reply. Enable auto-reply and add your message. 

Teams 

Teams are a group of users. In Teams, you can create, edit, and delete teams. Teams are shown in the menu tickets.  

 

Create Team 

Click on the button Create Team to add a new team 

 

Edit Team 

In the last column are three dots. If you hover this column, the dots appear. Click on the dots to open the menu and select edit. 

 

Delete Team 

You can delete a team. Select a team and click delete. 

 

Filter 

Click into Type to add filter. A menu opens and selects a filter, eg. User. Automatically a new list opens where you choose content, eg. Amy. You can add multiple filters. They are all connected with an OR. They are all connected with an OR, eg. User=Amy OR Team=Sales. If you don’t select a filter, it searches overall. 

 

Please check users, if you want to add a user to a team. 

Organizations 

Organizations is a group of customers who work for the same company. In Organizations, you can create, edit, and delete organizations. 

 

Create Organization 

Click on the button Create Team to add a new team 

Fields / Functions

Description

Name

Name of the organization 

Domain

Web Domain of the organization 

Auto-assign customers with this domain 

If a customer has the same domain in his email, he automatically assigns it to this organization. 

Select a time zone 

Time zone of the customer 

Locale

Language of the organization. At the moment we only have English. 

Note 

Internal notes. 

Edit Organization 

In the last column are three dots. If you hover this column, the dots appear. Click on the dots to open the menu and select edit. 

 

Delete Organization 

You can delete an organization. Select an organization and click delete. 

 

 

Customers 

Customers are your clients. In Customers, you can create, edit, and delete customers. They are created automatically as soon as they send you a message to HelpSpace, or you can add them manually.    

 

Create Customer 

Click on the button Create Customer to add a new customer 

Fields / Functions

Description

Full name 

Full name of the customer 

Organization

Associated company 

Email

Email of the customer

Job Title

Job Title of the customer 

Profile Image

Profile image of the customer  

Address

Address of the customer (street) 

City 

City of the customer 

State

State of the customer 

Postal Code 

Postal code of the customer 

Country 

Country of the customer 

Select a time zone 

Time zone of the customer 

Locale

Language of the customer. Currently, we only support English. 

Notes

Internal notes. The notes are displayed in a ticket in the customer information field. 

Edit Customer 

In the last column are three dots. If you hover this column, the dots appear. Click on the dots to open the menu and select edit. 

 

Delete Customer 

You can delete an organization. Select an organization and click delete. 

Tags 

Tags are keywords that can be assigned to a ticket. Tags help describe the ticket and allow it to be found again by searching. In Tags, you can create, edit, and delete tags. 

 

Create Tag 

Click on the button Create Tag to add a new tag.

Fields / Functions

Description

Tag Name 

Name of the tag 

Color

Enter a hex color code or select a color by clicking on the dot on the right side 

A slug creates automatically. 

Edit Tag 

In the last column are three dots. If you hover this column, the dots appear. Click on the dots to open the menu and select edit. 

Delete Tag 

You can delete a tag. Select a tag and click delete. 

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