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Set up your account
Everything a new workspace needs before the first ticket arrives: organization details, agents and teams, your support email address, the emails customers receive automatically, your signature and the website widget.
- Who this is for
- Admins
- Time
- About 10 minutes
Before you start
- You need the Admin or Owner role to see these settings.
- Have your support email address ready (for example support@yourcompany.com).
Steps
Step 1: Click the Settings gear at the bottom of the left sidebar.
Step 2: Settings opens on General. Check your Organization Name, choose your Timezone, and set Auto-close tickets after (days) — solved tickets close automatically after this many days (0 turns it off). Click Save Changes.
Step 3: Open Agents & Teams. The table lists everyone in your workspace with their role, status and last login. Click Invite Agent.
Step 4: Enter the agent's Name and Email. If they don't have an email address, tick This person doesn't have an email address to give them a username instead.
Step 5: Open the Role list and choose Admin, Manager, Super Agent, Agent or Contributor.
Step 6: Click Send Invitation. The agent receives an email with a link to set their password.
Step 7: Teams let you route tickets to a group instead of one person. Click Create Team.
Step 8: Enter a Team Name and a short Description of what the team handles, then click Create Team.
Step 9: The team appears under Teams. Click the arrow on the right to expand it.
Step 10: Click Add Member.
Step 11: Choose an agent from the Select agent list and click Add. Repeat for each team member.
Step 12: The agent now belongs to the team. Next, open Email under Channels.
Step 13: An email channel is the address customers write to. Click Connect Gmail or Connect Outlook to link a mailbox directly, or click Add Channel for any other address.
Step 14: Enter a Channel Name and the Email Address, pick a Highlight color (tickets from this inbox are tagged with it in the ticket list), tick Set as default channel if it's your main address, add an Email Signature, and click Create Channel.
Step 15: Open the Templates tab. If it's empty, click Add default templates to start with ready-made Ticket Confirmation, Ticket Solved and Ticket Closed emails. Use the eye to preview one and the pencil to edit it. Then open the Auto-Responses tab.
Step 16: Switch on the events you want customers emailed about — Ticket Created, Ticket Solved, Ticket Closed — choose a template for each, and click Save Auto-Responses.
Step 17: Open Signature (under Account) to set the Default team name, Company logo URL and Company signature added to every outgoing ticket email. Click Save.
Step 18: Open Widget (under Channels) to put live chat, help-article search and a ticket form on your website. Turn on Enable Widget, set the Position, Primary Color and greeting, click Save Changes, then scroll to Embed Code and paste the snippet before the closing
</body>tag of your site.
Tips
- Roles control what each person can see. Give day-to-day support staff the Agent role and keep Admin for the people who manage settings.
- The preview on the right of the Widget page updates as you change settings, so you can check the look before saving.
Related help articles
- Getting started: set up your workspace
- Change your organization name, timezone and auto-close setting
- Invite an agent to your workspace
- Create a team and add members
- Connect your support email address
- Check channel health and see which emails bounced
- Send automatic emails to customers
- Set your company email signature
- Add the support widget to your website