Introduction

Let's get started with HelpSpace

By Eva
April 3, 2020

HelpSpace is a user-friendly help desk application that streamlines the support process. Our onboarding process is designed to be quick and efficient, allowing you to start using our platform with minimal setup time.

With the following straightforward steps, you'll be able to set up and begin using HelpSpace in no time, streamlining your support process and improving your team's efficiency.

Step 1: Channels

Channels are the various methods through which your customers can communicate with you in HelpSpace. Each channel allows for both the receipt and sending of messages.

A popular channel among our customers is an email address, such as support@your-domain.com. It's possible to set up multiple email channels using different addresses to suit your needs, depending on the channel limit of your subscription plan. This allows you to segment and manage your customer communication effectively.

How to set up an email channel

Step 2: Workspace Configuration

To fully optimize your HelpSpace workspace, it's important to set up some essential elements. These include customizable features such as:

  • Choose your language

  • Create users and teams

  • Configure tags, which are uses at many places like Tickets, Tasks, Docs Articles, and Contacts

  • Add a signature and an auto-reply to your Channel

By taking the time to set up these basics, you'll be able to streamline your support process, improve team collaboration, and enhance your overall customer experience. So, take a moment to familiarize yourself with the available options and customize your workspace to best suit your business needs.

How to configure the workspace

Step 3: Tickets

Understanding how tickets work in HelpSpace is essential for effectively managing customer communications. To get a better grasp of the ticket system, try sending an email to your HelpSpace app. As soon as the email is received, a ticket will be automatically generated. Experiment with replying to the ticket and utilizing the various formatting options available, such as adding pictures or attachments.

Additionally, you can also assign tickets to specific team members, change the status of the ticket, or add tags for better organization. Many users find the Quick Reply feature to be particularly useful. This allows you to create pre-written text modules that can be easily inserted into any message, saving time and streamlining the communication process.

How to work with tickets

Step 4: Docs

Once you have a solid understanding of how tickets work in HelpSpace, it's time to take your usage to the next level. We recommend creating 'Docs'—a feature that allows you to create informative sites for your customers, as well as internal documentation, support pages, manuals, and even blogs.

Docs can be used independently of the ticket feature, it's a great way to provide your customers with self-service options, or to share important information with your team members. They can also be used as a knowledge base, where you can store frequently asked questions, instructions, and other helpful information.

Creating Docs is easy and intuitive, and it will allow you to improve your customer satisfaction and streamline your team's workflow. So, don't hesitate to start creating Docs today, and see how it can benefit your business.

How to create self-service sites


If you need help setting up your HelpSpace account, please contact us. We're here to provide support and guidance for a smooth transition.

If you haven't yet started using HelpSpace, now is the perfect time to try it out. Sign up for a free trial account today and experience the benefits of our powerful help desk solution.

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