Quickstart

This is the shortest path from an empty workspace to a ticket you have answered and solved. It takes about fifteen minutes, most of which is waiting for a forwarded email to arrive.

You need an account in a workspace. If somebody invited you, follow the link in that email and you will land in the workspace at the role they chose. See Inviting people.

1. Choose how you are using Auralis

The first time you sign in you are asked which of four situations you are in:

• Start fresh, using Auralis as both your helpdesk and your AI.
• Use the Auralis helpdesk and connect knowledge that lives elsewhere.
• Move over from another helpdesk, bringing tickets, customers, macros and articles.
• Keep your existing helpdesk and add AI on top of it.

Your answer sets the workspace's deployment mode, which decides which menus you see. You can change it later in workspace settings.

This guide follows the first path, working the queue in Auralis.

2. Connect email

Go to Channels, then Email.

Connecting mints one inbound address for the workspace. Anything sent to that address opens a ticket here.

Then forward your support mailbox to it. The page asks where your mail lives and gives you the numbered steps for that provider.

Send yourself a test message. The page shows how many tickets have arrived on email and the most recent one, so you can confirm the forwarding rule works rather than assuming it.

Full detail, including replying and connecting a Google mailbox or your own sending domain, is in the email guide.

3. Set one SLA policy

Go to Settings, SLA policies and create one. A first policy for normal priority with a first-response target is enough to make the queue useful, because it gives every new ticket a clock and gives you an Overdue filter that means something.

New tickets are stamped with the policy for their priority when they are created, so do this before the tickets you care about arrive.

See SLA policies.

4. Invite your team

Settings, Members, then Invite member. An address and a role, and you cannot invite anyone above your own role.

Most agents want editor. Reserve admin for people who need to change configuration, mint credentials or manage members.

See Members and roles and Inviting people.

5. Work your first ticket

Open the Inbox. It is the workspace home screen, filtered to open and pending tickets by default.

Open the test ticket you sent yourself.

Assign it to yourself. The assignee pill in the header card reads Unassigned. Press it and pick yourself.

Read the rail. The right side shows the customer, their recent tickets, the ticket's tags, its logged time and its todos.

Reply. Type into the composer at the bottom. Stay on the Reply tab, which is customer facing, or switch to Internal note for something the customer will never see.

Send and set Solved. The primary button posts your reply and moves the ticket in one request.

That last step writes three entries on the timeline: the reply, the status change, and, because this ticket is reaching solved for the first time, a CSAT request. They are not duplicates. See Replying.

6. Save the view you actually work

Set the Inbox filters you want to come back to, for instance Mine plus Open, then press Save view. Name it, and choose whether it is yours alone or shared with the workspace. It becomes a tab above the queue.

See Working the queue.

What to do next

• Write a macro for the reply you are about to send fifty times. Macros.
• Set up teams if more than a handful of people work the queue. Assignment and teams.
• Import your help centre, or build a knowledge base for an AI agent. Knowledge and the help centre.
• Mint an API key if something needs to call in. Read the scope model first, because a key with no scopes reaches nothing. API keys.
• Connect Claude or another MCP client to work tickets from a chat window. MCP.