Use HelpDesk

Discover all the HelpDesk features and learn how to use them

Work with tickets

Automated rules

What are automated rules? Automated rules help you to create automatic workflows that will speed up your work. There are four rules available.

What are "My Views"

Learn how to save a set of filters as a custom view that you can easily access from the ticket navigation bar.

Email delivery tracking

Monitor the delivery of email messages that you're sending. Learn if the message has been read by the recipient.

What are canned responses

Prepare predefined templates to answer you customers' questions faster.

Email template

What is an email template? An email template is one of the most important ways for you to personalize communication with your customer.

What are statuses

Statuses help you identify which tickets need your attention – learn how to use them.

HelpDesk reports

Browse the HelpDesk reports to find valuable insights and analyze your customer feedback.

What are tags and how to use them

Use tags to organize and categorize your tickets.

How do my clients see the messages sent from HelpDesk?

HelpDesk converts your emails into tickets. However, the messages sent from HelpDesk look like standard emails.

What are teams

Teams are the groups of agents that help you create a structure for your customer service process.

How to delete a ticket

Learn how to permanently delete tickets from HelpDesk.

What are ticket priorities

What are ticket priorities and how to use them? Start adding value to your tickets and organize support cases.

How to use filters

Use filters to customize your tickets view.

What is ticket rating

Ticket rating helps you gather feedback from your customers.

How to use private notes

Use private notes to collaborate with your teammates in the HelpDesk app.

What’s in "All tickets"

Browse the All Tickets section to get an overview of the customer support

Inline images

Add images to your messages and signature to create brand identity and help your customers better.

What’s in "My open tickets"

Browse the "My open tickets" section to find the tickets that need your attention.

Ticket dashboard guide

Discover how to work on tickets and manage them in a simple way.

What’s in "Tickets to handle"

Find all the open tickets in the "Tickets to handle" section.

Manage your account

Agent signature

Add Agent signatures to add a personal touch to your ticket responses.

Roles in HelpDesk

Discover the roles you can assign to the HelpDesk users.

Create and manage agent accounts

Learn how to add agents in HelpDesk and manage their accounts.

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