Knowledge base

Answers, before anyone has to ask.

41 articles on setting up, running and getting more out of your support desk.

Browse by category

🚀

Getting started

Installing, configuring and going live with your support desk.

→ Your first hour: setting up the desk → How to decide what your departments should be → Migrating from a shared inbox without losing anything

🎫

Ticket management

Creating, working, routing, escalating and closing tickets.

→ How a ticket is created — every route in → Statuses, and what each one really means → Escalation versus reassignment — when to use which

All 4 articles →

👥

Customer management

Customer records, companies, history and duplicates.

→ Customers, companies and why you need both → Merging duplicate customer records → Using internal notes properly

💼

Staff management

Accounts, roles, permissions, groups and workload.

→ Roles versus permissions — getting access right → Offboarding a staff member safely → Balancing workload before someone burns out

⚙

Administration

Settings, categories, custom fields and system configuration.

→ Designing custom fields that people actually fill in → Business hours, holidays and SLA clocks → Writing automation rules that help rather than annoy

✉

Email configuration

Incoming mail, outgoing mail, threading and parser rules.

→ SMTP settings that actually deliver → Why customer replies are not threading onto the ticket → Email parser rules: routing mail before a human sees it

🔒

Security

Authentication, permissions, audit logs and data protection.

→ Enforcing two-factor authentication → Reading the audit log → Restricting administrative access by IP address

All 4 articles →

📊

Reports

Reading, exporting and acting on your support numbers.

→ The only three support metrics worth reporting → Understanding the SLA compliance report → Producing a monthly report for a client

🔗

Integrations

Chat widget, WhatsApp, SMS, API and webhooks.

→ Installing the live chat widget → Connecting two-way WhatsApp messaging → Creating your first API token

🛠

Troubleshooting

When something is not behaving the way it should.

→ Tickets have stopped arriving → Notifications are not being sent → Background tasks are showing red

All 4 articles →

👤

Account management

Your profile, password, two-factor and notifications.

→ Your profile, password and notification preferences

⭐

Best practices

How good support teams actually run their desk.

→ Writing a canned reply people do not hate → Running a weekly queue review → Setting SLAs you can actually meet

All 4 articles →

💬

Customer service advice

Writing, tone and handling difficult conversations.

→ Handling an angry customer in writing → Saying no without losing the customer → The tone that works in support writing

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