Support desk and help center

Set up support departments A department is the queue a ticket lands in and the mailbox its replies come back to. Get the mailbox right and the help desk runs by itself.

Escalation rules for tickets left too long An escalation acts on a ticket that has waited too long: it changes the priority, moves the department, assigns somebody or sends a notification.

Ticket replies by email: import or pipe Customers reply to ticket emails. Those replies reach the help desk one of two ways; use one, not both.

Running your knowledgebase The knowledgebase is your resource center: how-tos, references, FAQs, troubleshooting and policies, with readable addresses and suggestions while customers write a ticket.

Updates: your newsroom Updates are your newsroom: news, releases, launches, service status and maintenance notices, each with a template of its own.

Downloads Downloads are files you offer customers, in categories, at addresses that do not give away their numbers.