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 of the user | |
Password | Password of the user |
Role | Agent
Admin
Superadmin
|
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 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.
