Getting started: set up your workspace

Work through these in order. Each one links to a step-by-step article. You need the Admin or Owner role.

1. Check your organization details. Name, timezone and how long solved tickets stay open. See Change your organization name, timezone and auto-close setting.
2. Invite your agents. See Invite an agent to your workspace.
3. Create teams so tickets can be routed to a group. See Create a team and add members.
4. Connect your support email address. See Connect your support email address.
5. Turn on automatic emails for new, solved and closed tickets. See Send automatic emails to customers.
6. Set your email signature. See Set your company email signature.
7. Add the widget to your website for live chat, help articles and a ticket form. See Add the support widget to your website.
8. Save time on common questions with canned responses. See Create a canned response.
9. Set business hours and SLA targets. See Set your business hours and Create an SLA policy.
10. Automate routine sorting with rules. See Create an automation rule.
11. Let AI draft replies for your team to review. See Set up AI drafting: playbooks, policy pages and writing style.

All of these live under Settings, the gear at the bottom of the left sidebar.