Help desk and knowledge base

Work tickets

1. 1Open Service > Tickets to see your queues.
2. 2Open a ticket to reply to the customer or add an internal note.
3. 3Use canned replies for common answers.
4. 4Change status and assignee as you go. You can see when a teammate is viewing the same ticket.

Where tickets come from

The app, website chat, web forms, your public support page and the API. Receiving support by email needs an email receiving service, which is not connected yet.

Knowledge base and portal

Publish articles for your customers and share the customer portal so they can follow their tickets.

Response targets

Admins set response targets (SLAs) in Settings > Help desk (also shown on the Help desk settings page). Add a policy with a priority, a first response target and a resolution target, choose whether the clock runs around the clock or only during business hours, and switch it on or off. Under Business hours and holidays, set the weekly hours and time zone for a calendar and add or remove holidays. Each ticket then shows the policy applied and the time left, the clock pauses while you wait on the customer, and admins are alerted when a target is missed. Growth allows one active policy per priority. Business adds more policies, targets per ticket type and extra calendars.

By plan

Starter includes core tickets, one pipeline, notes, canned replies, the portal and up to 25 articles. Growth adds multiple pipelines, SLAs, team inbox, round robin, satisfaction surveys, reports and unlimited articles. Business adds multiple SLA policies and calendars, export and custom ticket roles.