Getting Started

  • HelpDesk installation
  • Quick HelpDesk configuration
  • License Installation
  • Grant Permissions to HelpDesk app
  • YouTube Channel
  • Community forum

Configuration guide

  • Email settings
  • Triggers
  • Web widget
  • Tab for Microsoft Teams
  • Customize widget forms
  • Customize ticket and contact forms
  • Customer service survey
  • Scheduling of tasks and reminders
  • SLA policy
  • Localization
  • Appearance settings
  • Color theme
  • Statuses customization
  • Reports customization
  • Ticket numbering customization
  • Upgrade HelpDesk
  • Uninstall HelpDesk

User guide

  • Home
  • Ticket management
  • Ticket search
  • Knowledge base
  • All tickets
  • Contacts
  • My contact
  • Reports
  • Canned responses
  • Ticket merging
  • Ticket splitting
  • SLA policies

General

  • Version history
  • Data protection and security
  • Data center location
  • Licensing details
  • Billing and subscription management
  • Support plans
  • Status page

Power Automate (Microsoft Flow) and Public API

  • Power Automate (Microsoft Flow) connector
  • Public REST API

How to

  • Notifications
  • Automations
  • SLA
    • Escalate ticket if an agent didn’t reply in time
    • Notify agent or manager when SLA is failed
    • Create cascading SLAs
  • Ticket management
  • Custom forms, charts and views
  • Advanced
Documentation › SLA

SLA

  • Escalate ticket if an agent didn’t reply in time
  • Notify agent or manager when SLA is failed
  • Create cascading SLAs