Day 4: User profile and ticket workflow optimization

Here is some important information on how to set up your user profile, create a team, and improve the workflow for your tickets.

Set up your user profile

To navigate forward and backward, click on the arrow-buttons ← and → on the bottom
or on your keyboard. Alternatively, click on the purple circles to go to the next step.

• Upload a profile picture
  Personalize your profile by uploading a picture. Other users will be able to see the picture and more easily identify who the ticket belongs to.

• Set language and notifications
  Customize the language of the user interface and configure your notification settings to stay up to date.

• Enable Two-Factor Authentication (2FA)
  Increase the security of your account by enabling two-factor authentication.

Create a team

To navigate forward and backward, click on the arrow-buttons ← and → on the bottom
or on your keyboard. Alternatively, click on the purple circles to go to the next step.

• Create a Team
  Create one or more teams in the HelpSpace. The purpose of this is that you can assign tickets to this team instead of an individual agent. You can also give users the right to see only the tickets of a specific team - on a need-to-know basis.

• Assigning a ticket to a team
  Go to a ticket and assign it to a team instead of an individual agent. To speed up the assignment, you can also automate this in Settings → Rules (see below: Create rules)

• Display a team's ticket
  View all tickets of a team to see what needs to be done.

Optimize ticket workflow

To navigate forward and backward, click on the arrow-buttons ← and → on the bottom
or on your keyboard. Alternatively, click on the purple circles to go to the next step.

• Activate auto-reply
  Set up automatic replies for incoming requests to inform customers immediately that their message has been received.

• Create signature
  Create and edit your signature, which is automatically displayed below every outgoing message.

• Quick replies
  Create text modules with variable placeholders to answer frequent inquiries more quickly.

• Create tags
  Create and manage tags to categorize, filter and evaluate requests.

Create rules

To navigate forward and backward, click on the arrow-buttons ← and → on the bottom
or on your keyboard. Alternatively, click on the purple circles to go to the next step.

• Create rules for new tickets to automate and speed up workflows. First select the criteria and then create the corresponding actions. Here are two examples:

  • If a ticket comes from my most important customer, I set the status directly to escalation and assign it to the customer manager.

  • If the status of the ticket changes, I send a predefined message (quick reply) to the customer

Customer testimonials

Max – CFO

"HelpSpace is an excellent all-in-one solution that will handle all of your customer support infrastructure needs in one place! From reconciling all of your company's support emails in one inbox, to creating, hosting help centers and technical document hubs. Plus generate fantastic widgets that you can place on your website to make your support process seamless. We switched from Help Scout to HelpSpace and couldn`t be happier!

Gerardo – Founder Agency

"I've been using Helpspace for a few months now and it's the best ticketing system I've ever tried. I really love it. It has the necessary functionalities to fit perfectly into my agency's workflow. There are too many tools out there, with too many features that complicate adoption and use. Helpspace is perfectly developed, without bugs. The UX UI is very well taken care of, being clear and clean. It is a simple but fast and effective software."