Help Desk Guide

This guide walks through the helpdesk the way an operator meets it: sign in, work the Inbox, answer tickets, and then set up the machinery around the queue, channels, knowledge, macros, SLA targets, your team and your settings.

Every page describes what the product does today, verified against the running interface. Where a capability is not there yet, the page says so, because the product says so too.

The pages

Daily work

• Getting started: signing in, choosing a workspace, and what each item in the navigation rail is for.
• The Inbox: the three-pane queue, filters, saved views, bulk actions and the details pane.
• Working a ticket: replies, internal notes, macros, statuses, priority, SLA chips, CSAT, and the full-page ticket view.

Setup

• Channels: email, the chat widget, phone and voicemail, and what each channel can honestly do.
• Knowledge and the help centre: knowledge bases, ingest sources, gaps, and the public help centre.
• Macros and SLA: prepared responses and response-time targets.
• Migrating from another helpdesk: the connect, scan, run import flow.

Running the workspace

• Teams and roles: what each role may do, invitations, members and squads.
• Notifications and preferences: the bell, live updates, the preferences matrix and presence.
• Settings reference: one short section per settings area.

If you are brand new, read Getting started first, then The Inbox. The rest can wait until the queue asks for it.