Start to set up your essential elements of your HelpSpace workspace, such as
Select your language
Create users
Create teams
Configure tags
Add a signature to a channel
Switch on auto-reply to a channel
This will streamline your support process, improve team collaboration, and enhance customer experience. Customize your workspace to best suit your business needs.
1. Select your language
To select your preferred language, click on your profile icon in the top-right corner and select Your Profile. In the Locale field, you can choose from various languages such as:
English
German
French
Italian
Dutch
Polish
Portuguese
Spanish
Chinese
2. Create users
To effectively collaborate with your team, begin by creating users. Navigate to Settings → Users and click on the Create User button in the top-left corner. A dialog box will appear where you can enter the user's details, including their:
Full name
Username
Email
Password
Roles
You can select multiple roles, and the associated rights will be cumulatively added.
Roles | Superadmin | Admin | Team Agent | Author |
|---|---|---|---|---|
Tickets | ✔ | ✔ | ✔ | no |
Docs | ✔ | ✔ | no | ✔ |
Tasks | ✔ | ✔ | optional * | optional * |
Reports | ✔ | ✔ | no | no |
Settings | ✔ | ✔ | no | no |
Subscription | ✔ | no | no | no |
* optional: if a user is a member of a task board
The Superadmin role is automatically assigned to the user who creates the workspace upon sign-in and cannot be altered.
3. Create teams
The next step in the process is to create teams. While this step is optional, it can make your work more manageable when working in different groups.
To do this, navigate to the Settings → Teams and click on the top-left button labeled Create Team. A new dialog box will appear where you can enter the team's name and select the team members.
In the Users settings, you assign a user to the role “Team Agent” and select multiple teams where the agent can see and edit the tickets.
In the Ticket section, you can assign a ticket to a specific team. The teams will be prominently displayed, making it easy to identify which team is responsible for addressing the ticket.
4. Configure tags
You can use tags to categorize Tickets, Tasks, Docs Articles, and Contacts, making it easier to understand the nature of the item. By creating tags, you can quickly identify and sort items based on specific characteristics, such as type of request.
To create tags, navigate to the Settings → Tags and click on the top-left button labeled Create Tag. A dialog box will appear where you can enter the name of the tag, choose where it can be used (Tickets, Tasks, Docs, or All features) and select a color to associate with it.
This way, you can easily identify the type of item and its corresponding category. With this feature, you can easily manage and organize your items, making it more manageable and efficient.
5. Add a signature to a channel
You can add a signature for each channel, which will be automatically added to each ticket reply. This eliminates the need for users to manually enter a signature each time they respond to a ticket, saving time and ensuring consistency in messaging.
To create a signature, navigate to Settings → Channel. Then, select the channel you would like to add a signature to and click on the Edit Signature button.
A dialog box will appear where you can enable and create your signature. You can use placeholders for name, email, phone number, etc. This will help in maintaining consistency and professionalism in your communication with customers.
You have the option to decide whether HelpSpace adds your signature to the email when it's sent, or if it's already included in the editor when you compose a message.
6. Switch on auto-reply to a channel
You can set up an automatic response for each channel, which sends a reply automatically as soon as a new ticket is received.
To create an auto-reply, navigate to Settings → Channel. Then, select the channel you would like to add an auto-reply to and click on the Edit Auto-Reply button.
A dialog box will appear where you can enable and customize the auto-reply. You can use placeholders such as the customer's name, ticket ID, and subject to maintain consistency and professionalism in your communication with customers.
Once you have completed the initial setup, you are ready to launch! 🚀
