Day 1: Overview

Hi 👋,

Thank you for your interest in HelpSpace! We are delighted that you would like to try out our solution in a trial. No matter where you currently stand in the area of customer support, HelpSpace offers many opportunities to optimize and simplify your processes. This will save you time and increase your customers' satisfaction.

Overview

Before you take the first steps, we would like to give you an overview of our functions and their benefits:

Tickets: Customer request to manage messages centrally and process them as a team
Tasks: Organize tasks internally so that everything gets done
Docs: Create knowledge databases and share them within the team or with customers
Contacts: Manage customers and organizations to see which tickets they have
Reports: Statistics on tickets and agents to monitor progress
Settings: Create users, create rules, create widgets, manage integrations and much more

Workflow

The workflow is simple, just like the use of HelpSpace. By simple, we mean that the user interface is easy to use — the focus should clearly be on the customer and the help, and not on a highly complicated user interface.

Tickets

Customer inquiries are sent by e-mail to your HelpSpace channel, where they are converted into a ticket. Here they are processed by you and your team, for example with

status
Assignments to an agent or team
tags

When writing the response, you can work with text modules and access the knowledge database (Docs) to resolve the customer request quickly and consistently. In addition, further information is displayed to the right of the ticket to make it easier for the agent:

Contact information
Previous tickets
Information from other applications, such as e-commerce, CRM or ERP

Tasks

If the customer request is more complex and needs to be solved by several people, this request can be divided into smaller tasks and distributed within the team. The tasks can also be used independently of the tickets, for example to manage projects.

Docs & Widget

You can also integrate your knowledge database (Docs) in a small tool (widget) to add it to your website and in your software or customer portal. You record everything once and can display it in many places, always where the customers are — and they can get information 24/7.

Customer Testimonials

Ashley – Founder / CEO
"While looking for a suitable helpdesk solution for my startup I compared all the big named providers, all of which provide free plans for startups but restrict certain features that are important. After approaching HelpSpace and getting a response within minutes I was setup and ready to go. As I've already said it's a beautifully designed product that works incredibly well."

Jamie Stenhouse – Founder / CEO
"Helpspace has been a huge add on feature to the support that we offer our hundreds of clients, looking forward to seeing how they use our Help Space area moving forward."

Mario – Marketing and Advertising
"...HelpSpace is the only tool out there (afaik) that combines simplicity with a really great UI to give your team a really amazing UX. My team has mentioned a noticeable increase in speed of operation - because they intuitively find the right button to click and the platform also loads amazingly fast."

Further onboarding process

In the near future, we will send you a few emails and accompany you through the onboarding process. You will get to know new functions and their benefit's day by day to get the best out of them for you and your support. Overall, it is important that the customer is satisfied and buys from you again.

If you are curious and don't want to wait, you can continue now. On the left you will find the next steps for onboarding.