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How to configure the basic settings

Configure your HelpSpace environment

By Eva
March 27, 2020

You can configure the basic settings of your HelpSpace environment so you can customize how you work.

Create Users

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If you work in a group, then you should start by creating users. Everybody can log in and work together on incoming incidents. 

Go to Settings > Users and click on the top-left button, Create User. A new dialog will open where you enter the user details. The most important fields are 

  • Username

  • Email

  • Password

  • Role

The first three bullets are essential for logging and receiving messages. The last bullet describes the access rights. You have two roles to select between: Administrator and Agent. An additional role is automatically created by sign-in to the first user. It's the Superadmin. The role can not be changed.

Access rights:

Superadmin

Admin

Agent

Tickets

Docs

no

Reports

no

Settings

no

Billing & Usage

no

no

Create Teams

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The next step is to create teams. This is optional, but it makes your work more manageable when you work in different groups. 

Go to Settings > Teams and click on the top-left button, Create User. A new dialog will open where you enter the team name.

Go back to Settings > Users. Select one or more users. As soon as the first person is selected, the top menu changes. Select Add Team and choose the team(s) you want to sign. 

Create Tags

For each ticket, you can add multiple tags. With tags, you categorize tickets, e.g., support, bug, sale, marketing. So it's easier for you and the team what kind of ticket it is. You are free to choose the tags and their color. 

Go to Settings > Tags and click on the top-left button Create Tag. Just enter the name and the color. Now you can use them inside the tickets.


Switch on the autoreply

For each channel, you can switch on the autoreply. As soon as you receive a new ticket from your customer a message is sent back as acknowledgment. 

Go to Settings > Channel and select your channel. Click on the button Edit Auto Reply and turn on Enable Auto Reply. The button turns green.

Enter a text that will be sent back to your customers.

Add a signature

Like the autoreply, you can add a signature for each channel. The signature will be added to each ticket reply. The user no longer needs to write it themselves, saving time each for each message.

Go to Settings > Channel and select your channel. Click on the button Edit Signature. Create your global channel signature. There are placeholders that you can use too.

After you finished the basic setting, you are ready to take off 🚀

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