Helpy Support

Customer Tickets

Overview of Tickets

In this article, you will learn all about working with customer tickets and conversations in the Inbox in Helpy. Each "ticket" item represents a s...

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...

General ticket settings

The ticket settings panel gives access to a number of advanced ticket controls which customize how Helpy support ticketing and ticketing email work...

Custom Ticket Form Builder

Helpy allows you to build and customize any number of ticket creation forms, or use a standard “simple form” that includes the bare essentials to c...

Working with Tickets

In the course of working with a ticket, you will no doubt need to make changes to the ticket, whether that is changing the author of the ticket, up...

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 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 ...

Organizing Tickets with Tags

Helpy enables you to use tags to organize, categorize or label tickets. A ticket be can assigned a tag when it is created or at any point later in...