Start here — get your helpdesk working
No jargon. These ten steps take you from a fresh installation to a working helpdesk your customers can actually use — most people finish in one afternoon.
What is it?
This page is the short version of the whole guide. A helpdesk is simply a shared inbox with memory: customers write to you, every message becomes a numbered "ticket", the right person answers it, and nothing gets forgotten. The ten steps below switch that on for your business.
Why does it exist?
Software manuals usually explain every button before telling you which three buttons matter. Here it is the other way round: do these steps in order and your helpdesk works. You can read about everything else later — or never.
How does it work?
1
Sign in as the administrator. Go to yourwebsite.com/staff/login and use the admin email and password you created during installation.
2
Open Admin → Setup Checklist. This screen lists everything that needs doing and ticks items off automatically as you complete them. Keep it open in a tab.
3
Tell it who you are. In Branding, type your company name, upload your logo and enter the email address customers should see. Two minutes.
4
Create your departments. Think of these as trays for incoming work — most businesses start with just two: "Support" and "Billing". You can add more any time.
5
Add your people. In Users & Staff, create an account for each employee who will answer customers, and pick which department(s) they work in.
6
Connect your email. In Settings → Mail, enter your email details and press "Send test". When the test email arrives, replies from your team will reach customers.
7
Set your working hours. Tell the system when you are open, so it never counts the night or Sunday against your reply-time promises.
8
Switch off what you will not use. In Branding & Features, turn off modules like Downloads or Live Chat if you do not need them — fewer buttons, less confusion.
9
Do a dress rehearsal. Open your own website, submit a test question like a customer would, then answer it from the staff side. If you receive the reply by email, everything works.
10
Go live. Tell customers to write to your support address or use the form on your site. From now on nothing gets lost — every request has a number, an owner and a history.
WHO USES IT
Administrator
Business owner
WHAT MANAGEMENT ACHIEVES
You get from "just installed" to "customers are being answered" in one sitting, without reading the full manual.
In practice
A two-person travel agency installs on Saturday morning. By lunch they have Support and Billing departments, both owners added as staff, email tested, and a test ticket answered. On Monday their email signature says "write to support@ — you will get a ticket number and an answer".
See this screen in the real software:
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