Customer Tickets

Overview of Tickets

TicketsIn this article, you will learn all about working with customer tickets and conversations in the Inbox in Helpy. Each "ticket" item represe...

Ticket Lifecycle

The heart of the Helpy admin dashboard is focused on helping you manage customer discussions, both private tickets, and public topics.  All discuss...

Working with Tickets

Working with TicketsIn the course of working with a ticket, you will no doubt need to make changes to the ticket, whether that is changing the auth...

SLA Policies

A SLA (Service Level Agreement) policy describes a standard of performance for your support team. An example policy might be "all tickets must be r...

Customizing Ticket Forms

One of the ways your customers will contact you for help is by visiting your helpcenter and then filling out a "create ticket" form. This form inc...

Customizing Emails Sent to Customers

Helpy gives you three ways to customize the formatting of emails sent to your customers. Emails are sent at several times during your interaction ...