How can we help?

Search the guides, or browse by area. Each one explains how the feature actually works - what it filters on and the settings that aren't obvious.

No guides match “”. Try tickets, reports, SLA, or MFA.
Help Centre › Tickets
🎟️

How the ticket list works

Your working queue - choose which tickets to see, how they're sorted, and change status, agent, group and more right from the list.

✓

It opens on “Unresolved”, not everything

The scope selector at the top (it reads e.g. “Unresolved tickets (42)”) defaults to Unresolved - the open work still needing attention. The count always reflects the current scope + filters.

Scopes - the quick filter at the top

UnresolvedAllResolvedOverdueUnassignedAssigned to meMy groupRaised on my behalfRecently updatedRecently viewedBookmarkedTo be approvedSuspected spamTrashAuto responded

Sorting

The “Sorted by …” control sets the order - default is Raised Date, newest first. Pick a field, then toggle Ascending / Descending.

Raised DateRecently UpdatedRepliesViewsStatusCategoryPriorityGroupCompany *Reassigned *
* Company and Reassigned are available to agents.

Filters

FilterWhat it does
SearchBy keyword, ticket number, or subject.
Status / Priority / CategoryOne or more values; status shows in its colour.
AgentAssigned agent - or Unassigned. Disabled agents show struck-through.
Group / DepartmentBy team or department - each with an Unassigned option.
Company / Requester / Channel / TagBy customer company, who raised it, arrival channel, or tag.
Due / HavingOverdue, Today, Tomorrow, custom date; or tickets that have Attachments / Replies / Notes.
Raised / Resolved onDate-range windows. Save a combination as a Saved Search.

Change things without opening the ticket

Inline editNotes
StatusColour-coded dropdown; only valid next statuses show. “Add Status” opens the manager. Locked once closed unless reopen is allowed.
Assign agentSet/change the agent inline, or Remove Agent to send it back to the pool.
Group / Category / PriorityMove, reclassify or re-prioritise from the row.
ReminderSet a follow-up reminder (where enabled by your plan).

Bulk actions

Assign agentRemove AgentRemove GroupSpam / Not spamDelete / RestoreRequest to deleteExport (Excel)PrintReminder

SLA & time tracking

SLA breach ribbon. A banner shows how many tickets have breached SLA (and replies made); View tickets jumps to the overdue set.
SLA paused shows on the row with how long the timer's been on hold.
Time tracking is driven by status - each status carries Time tracking (billable) and SLA timer switches, set in the status manager. Actual time is logged on the ticket's Time tab.
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Help Centre › Resources
📚

How Articles & FAQs work

A searchable library of help Articles and FAQs, organised into categories. Agents write and publish; customers read on the portal.

i

Articles and FAQs are the same thing, split by their category

There's no separate type on an entry - the distinction comes from its category, which is created as either an Article or an FAQ category. To move something between them, re-file its category.

Filters on the list

FilterWhat it does
SearchMatches keywords against title and content.
CategoryNarrows to a category within the current Articles/FAQ side.
Status AgentsPublished or Unpublished - shown only to agents, for finding drafts.
Per page10 / 25 / 50 / 100, ordered newest first.

What an entry contains

FieldMeaning
Title & ContentHeadline + rich body (a plain-text copy is kept for search).
StatusPublished is live; Unpublished is a draft only agents see.
Visible toAgents & Users shows on the portal; Agents Only keeps it internal.
Views / Helpful votesView counter, plus Helpful / Not Helpful (one vote per person).

Who sees what

ActionCustomersAgents
Read published, portal-visible entriesYesYes
Search, browse, mark HelpfulYesYes
See drafts & “Agents Only”NoYes
Create / edit / publish / manage / exportNoYes*
*Delete & some management depend on the agent's permissions; admins always have them. Empty categories stay hidden from customers; deletes are soft.
← All guides
Help Centre › Today's Insights
📊

How Today's Insights filters your tickets

A live worklist of the tickets that still need attention - open tickets raised in a date range you choose, with due dates and overdue flags.

!

It shows open tickets - and defaults to the last 7 days

Despite the name, the range opens on the last 7 days. Every ticket listed is still unresolved (Closed/Resolved are excluded). The range is the Ticket Raised Date - when it was created.

Filters

FilterWhat it does
Ticket Raised DateKeeps tickets created between two dates (your timezone). Defaults to last 7 days.
AgentAssigned agent, or Unassigned to surface unowned tickets.
Priority / StatusBy priority; only open statuses are selectable.
Due byOn the resolve-due date: Overdue, Today, Tomorrow, or a specific date.
For Group/Company/Channel breakdowns or SLA metrics, use Ticket Reports or Custom Reports.

Reading the columns

ColumnMeaning
Subject / AgentTicket number + title; assigned agent (red Unassigned when unowned).
Response DueTurns overdue if no first reply sent and the deadline passed.
Resolve DueFlagged overdue once the deadline passes. Paused tickets are never flagged.
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Help Centre › Ticket Reports
📋

How Ticket Reports filter your data

Turn a date range and filters into counts and breakdowns - total vs resolved, SLA performance, response & resolution times, by agent, group, channel, priority, status.

◷

The range defaults to the last 7 days and reads as “raised on”

The single date range filters mainly on when tickets were created. When the end date is today it's trimmed to a few minutes ago - hence “updated 5 mins ago”. Dates use your timezone.

Filters

Group, Agent, Created By, Type/Category, Priority, Company, Channel - all multi-select, combined with AND. Status isn't a filter here - it's shown as clickable summary tabs; for Status/Department/Tag filtering use Custom Reports.

Summary counters

Each is a clickable tile that re-runs the report filtered to it. All exclude deleted/spam/auto/system tickets.

CounterMeaning
All TicketsTotal raised in the range.
Closed / Resolved · UnresolvedLatest status is Closed/Resolved; or not currently closed.
Closed within / after SLAResolved on/before vs after the resolve-due date.
Overdue · SLA BreachOpen & past resolve-due (timer not paused); or past response-due, unassigned, not closed.
Avg 1st Response · Avg ResolutionAverages for tickets first-answered / resolved in the range.

Breakdown charts

By AgentBy GroupBy StatusBy PriorityBy ChannelBy Category
!

One range, several date meanings

All Tickets counts tickets raised in the range, but Avg Resolution counts those resolved in it and Avg 1st Response those first-answered in it - so the tiles answer related but distinct questions and won't always reconcile. Export gives the breakdowns (Excel), not a raw ticket list; the report can be scheduled.

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Help Centre › Custom Reports
🧩

How Custom Reports filter and build your data

Choose the shape yourself - the dimension it groups by, the exact columns, and the filters - then run on demand or schedule by email.

⚙

You pick the dimension, the columns, and the filters

Choose what each row represents - Agent, Group, User, Company, Ticket (raised) or Ticket Performance - then tick columns and apply filters. The range opens on the last 7 days; Agent reports use the activity date, the others use created date.

Filters

FilterWhat it does
Date range · Include Old TicketsThe window (default 7 days); “Include Old Tickets” extends it to a 90-day backlog.
Agents / Clients / Groups / Company / DepartmentRestrict by people and structure.
Status / Channel / TagsRestrict by status, arrival channel, or tags.
SLA · Overdue · Metric thresholdsResolved within/outside SLA; overdue rules; filter on the numbers (“Resolved ≥ 10”).

Columns you can add

Counts - Raised, Resolved, Unresolved, Assigned, Unassigned, Reassigned, Notes, Replies, Approval requests. Time - first-response & resolution (avg/min/max), within/outside SLA, Operating/Non-Operating hours. Context - Title, Status, Priority, Agent, User, Channel, Department, Rating, Tags. Output is a sortable table + summary tiles - no charts.

Scheduling by email

SettingOptions
FrequencyHourly, Daily, Weekly (choose days), or Monthly.
Recipients / FormatYourself, other agents, and/or an email list; delivered as .xlsx.
Excel only. Up to 5 report runs per hour. Agents/users only see their own tickets.
← All guides
Help Centre › Timesheet
⏱️

How the Timesheet report filters your tickets

How much time was spent, on what, and by whom, during a period. Because it reports on work, its date range behaves differently from the ticket list.

✓

The date range matches the Work Date, not the creation date

A ticket appears when time was logged on it during the selected dates - regardless of when it was created. The Work Date column shows the most recent day work was recorded within your range, so every row falls inside the period.

Filters

FilterWhat it does
Date rangeKeeps tickets with time logged between the dates (matched on Work Date), in the selected timezone.
Report based onGroup by Ticket, User, or Company.
Channel / Status / Agent / Group / CompanyNarrow further; Company matches the requester's company.

Reading the columns (Ticket view)

ColumnMeaning
Work DateMost recent day time was logged within your range - always in-range. Rows sort by it with the ticket number as a stable tie-breaker.
Operating hoursTime logged inside the group's business hours - typically billable.
Non-Operating hoursTime logged outside business hours.
Total tracked · Manual TimeOperating + Non-Operating; and the portion added by hand vs the live timer.
Empty result usually means no time logged in that window - the range is about when work happened, not when tickets were created. Export matches the screen.
← All guides
Help Centre › Ticket Category
🏷️

How Ticket Categories work

A category is the type of request a ticket represents - Question, Problem, Incident, Request. Agents pick one when raising a ticket; reports filter by it.

🏷

A category is simply a name that classifies the ticket

It isn't tied to a department, SLA, priority, group or template - a clean label for classification, filtering and reporting. Every enabled category becomes a choice on the create-ticket form. Admin-only to manage.

The fields

FieldRules
NameUp to 60 characters, letters and numbers only, must be unique. Spaces & punctuation are rejected - use BillingQuery, not “Billing Query”.
StatusEnabled shows on the create form; Disabled is hidden but preserved on existing tickets.
!

There's no delete - disable instead

Categories are never removed, keeping historical tickets and reports intact. To retire one, switch it to Disabled. The built-in default can't be renamed or disabled. The number of categories is capped by your plan (the meter on the page shows usage).

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Help Centre › Access Control
🛂

How Access Control works

A small set of switches that decide what each type of user can see and do - who gets the Dashboard, and whether agents can post public notes. Admin-only, every change logged.

i

This is about feature visibility - not IP or password rules

Despite sitting under Security, Access Control doesn't manage IP allow-lists, login restrictions, sessions, passwords or two-factor. It's three simple on/off toggles.

The switches

SwitchWhat turning it on doesApplies to
Dashboard for UsersShows the Dashboard menu link to portal customers.All portal users
Dashboard for AgentsShows the Dashboard menu link to agents.All agents
Public NotesLets agents add public notes on tickets (enforced server-side).All agents
Account-wide by user type - not per-agent. Dashboards default on; public notes allowed by default. Existing public notes remain if you turn it off.
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Help Centre › Export Portal Details
📤

How exporting your portal data works

Takes a snapshot of your helpdesk data - tickets plus the core records around them - and packages it as a downloadable file, emailed to you.

↓

It's a background job, not an instant download

You submit a request, the system assembles the file behind the scenes, and emails you a download link valid for 7 days. The Export Details page shows past requests, expiry, and download counts.

What's included

TicketsUsersCompaniesAgentsGroupsCategoriesDepartments
File attachments are not included - download those from the individual tickets.

Choosing what to export

OptionWhat it controls
ScopeWhole account (tickets + all core records) or a single user (that person's tickets - for data-subject requests).
Ticket date rangeLimits the tickets; the span is capped by your plan (typically up to 7 days per export).
Ticket statusAll tickets, or only Resolved.

Good to know

Admin-only. Only administrators can run exports.
One at a time - if you raised a request in the last 5 minutes, wait before starting another.
Links expire in 7 days and are protected by a long random token - treat the emailed link as sensitive. Every export is logged.
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Help Centre › MFA
🔐

How Multi-Factor Authentication works

Adds a second step to signing in: after your password, a short code from an authenticator app on your phone.

🔑

You turn it on for your own account, from your Profile

MFA is opt-in per user - each person enables it on their own Profile page; there's no single switch that forces it on everyone. It works the same for agents and portal users, using an authenticator app such as Google Authenticator.

Setting it up

  1. Turn MFA on from your Profile - a QR code appears.
  2. Scan the QR code with your authenticator app. It starts generating 6-digit codes.
  3. Enter the current code to confirm and activate.
  4. Save your backup codes - print, download or email them and keep them safe.

Signing in with MFA on

At loginWhat happens
Enter your codeAfter your password, type the 6-digit code from your authenticator app.
Trust this browser 30 daysTick it and this device won't ask again for 30 days. Leave it off on shared computers.
Can't reach your phone?Use a backup code, or have a one-time code emailed to you.
Backup codes are single-use. Signing in with an emailed one-time code turns MFA back off and prompts a password change (lost-phone recovery) - re-enable it afterwards. No SMS.
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Help Centre › Delete Request
🗑️

How Delete Requests work

An approval queue for “request to delete”. Users and agents ask to delete a ticket, their own profile, or an attachment - an admin reviews and either proceeds or declines.

✓

Nothing is deleted without an admin's approval

Requests land in a queue. An admin Proceeds (moves the item to Trash) or Declines. It's a two-step safety net: Proceed soft-deletes to Trash first; permanent deletion (or Restore) is a separate action.

The queue - four tabs

TabWhat's in it
PendingAwaiting review - each has Proceed (✓) and Decline (✗).
CompletedApproved - the item is now in Trash (can still be restored or deleted forever).
DeclinedRejected by an admin; nothing was deleted.
CancelledWithdrawn by the person who raised it.

What can be requested

A ticketYour own profileA ticket / reply / note attachment

Good to know

Admin-only to approve. Agents and users (including portal customers) can submit requests; only admins Proceed / Decline.
Soft delete, then hard delete. Proceed sends the item to Trash; “Delete forever” and “Restore/Undo” are separate follow-ups.
Requesting your own profile deletion ends your active sessions, and an approved profile delete cascades across your tickets, roles and mappings.
Guards & side-effects: one pending request per ticket; deleting a ticket stops its billing (restore resumes it); logs are archived before permanent deletion; every action is written to the activity log. No emails are sent.
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Help Centre › Privacy Policy
📜

How the Privacy Policy works

Author and publish the customer-facing Privacy Notice that appears on your support portal.

i

One published notice, shown on your portal

The first time, a short 3-step wizard loads a default policy and fills in your company details. After that, you edit it in a rich-text editor with Preview and Publish.

Setting it up

  1. First run - the wizard. Start from the default policy text and fill in company name, type and address; placeholders are substituted automatically.
  2. Or edit directly. Once a policy exists, adjust the wording in the rich-text editor (you can also upload a .txt/.html file to prefill it).
  3. Preview, then Publish - the notice goes live on the portal.

Good to know

Admin-only to edit; the published notice is public on the portal. If you never set one, a built-in default notice is shown.
Each publish bumps the version, but only the latest is stored - it's a version counter, not a full history.
No per-user consent tracking - this publishes the notice; it doesn't record acceptance. Changes are logged; no emails are sent.
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Help Centre › GDPR
🧾

How the GDPR data export works

Download your data - tickets, conversations, and activity logs - for a chosen date range, as a ZIP of CSV files.

↓

It's a data-portability export, not erasure

Pick a date range and export your tickets, their conversations, and your activity log as CSVs bundled into a ZIP. The download starts immediately - no approval step. To delete data instead, use Delete Request.

What's in the export

FileContents
Activity log (CSV)Your activity entries with dates.
Tickets (CSV)Subject, description, source, category, priority, status, group, agent, requester, dates.
Conversation (CSV)The ticket conversation messages.
All three are zipped into one archive; the loose CSVs are removed after zipping.

Good to know

Up to 30 days per export - the range is capped (and enforced server-side). Dates are read in your timezone.
Scope by role: admins can export selected users' data; a customer can export only their own.
Export-only. There's no erasure or anonymisation here (that's Delete Request). Each export is logged; no emails are sent.
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Help Centre › Operating Hours
🕒

How Operating Hours work

Named working-hour calendars - days, times, timezone and holidays - that your SLA policies use to decide when the clock is running.

i

SLA time is only counted during operating hours

An SLA policy points at one of these calendars and chooses Operating Hours (business hours) or Calendar Hours (round-the-clock). SLA calculation is ignored on holidays.

What you set

FieldDetails
Name & TimezoneA label (up to 64 chars) and the timezone the hours are in.
24×7 toggleRound-the-clock, or set per-day start/end times for each weekday.
HolidaysPick dates on a calendar, each with a reason - SLA is paused on them.
One calendar is the Default (can't be disabled). Others can be enabled/disabled - there's no delete. The number is plan-capped. Admin-only.
← All guides
Help Centre › SLA Policies
🎯

How SLA Policies work

Response and resolution time targets per priority, tied to an operating-hours calendar, with breach reminders.

✓

One default policy for everyone, plus targeted custom policies

The default policy binds to all tickets and can't be disabled or deleted. Create custom policies and map them to specific requesters by email or domain.

What a policy defines

SettingDetails
Name & descriptionThe description is shown to agents on the ticket.
Operational vs Calendar hoursCount time only during business hours, or 24×7.
Targets per priorityResponse within and Resolve within - a value + unit (Minutes / Hours / Days / Months). Resolve targets can be switched off.
Default prioritySeparate defaults for Web Portal vs Email tickets.
Conditions(Custom policies) match by email / domain to bind the policy to those requesters.
Breach remindersUp to 3 rules - Before / On time / After, a duration, and who's notified (Admins / assigned agent / specific agents).
Removing a priority checks whether tickets are mapped to it first. Admin-only.
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Help Centre › Groups
👥

How Groups work

A team of agents that tickets route to - with its own operating hours, group leaders, and an optional dedicated support email.

i

Give a group an email and mail to it becomes its tickets

Each group can have a support address name@your-subdomain.raiseaticket.com - mail sent there is automatically raised as a ticket assigned to that group. That's the routing mechanism.

What you set

FieldDetails
Name & descriptionName 2–50 chars, letters/numbers, unique; description optional.
Operating hoursWhich business-hours calendar the group runs on (a disabled one is rejected).
Members & leadersThe agents in the group, and one or more group leaders.
Support emailOptional dedicated mailbox that auto-routes mail to this group.
Enable/disable (no delete - previous messages are retained). Group count and email channels are plan-capped. Admin-only.
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Help Centre › Agents
🧑‍💼

How Agents work

The staff who log in and handle tickets - each with a role, groups, and a set of permissions.

i

Role sets the baseline; permission toggles fine-tune it

An agent is an Agent, Admin or Super Admin. Admins are auto-granted dashboard, reports, sharing and knowledge-base rights; individual toggles adjust the rest.

What you set

Field / actionDetails
IdentityFirst/last name, email (unique), mobile / phone / extension, timezone, group(s).
RoleAgent or Admin (Super Admin exists too).
PermissionsShow dashboard, show reports, export tickets, MFA, share dashboard, edit / delete knowledge-base articles.
LifecycleActivation Pending → Enabled / Disabled; resend activation link; hide/show disabled agents in ticket filters; promote to admin.
Plan-capped; enable/disable (no delete); names/emails/phones are encrypted at rest. Admin-only.
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Help Centre › Users
🙋

How Users (Clients) work

Your end customers - the people who raise tickets. Manage their details, company, and portal access.

i

Add in full, or quick-add by email

Create a user with name + email + company, or quick-add with just an email (the name is derived from it). Company is usually matched automatically by the user's email domain.

What you set

Field / actionDetails
IdentityFirst/last name, email (unique), mobile, timezone, company.
Portal accessShow dashboard, show reports, and “see all company tickets”.
Convert to agentTurn a client into an agent, assigning groups.

Lifecycle

Users move through Activation Pending, Enabled, Disabled, Blocked, and a delete flow - a delete request, then Deleted (soft), then Restore or Delete forever. Names/emails are encrypted at rest; support-channel addresses can't be used as a user email. Admin-only.

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Help Centre › Company
🏢

How Companies work

Customer organizations. Users are automatically associated to a company by their email domain.

i

Membership is driven by domains, not a member list

Add the company's email domains and any user with a matching address is grouped under it - there's no manual member list to maintain.

What you set

FieldDetails
Name & descriptionUnique name; short description; logo.
DomainsOne or more email domains. They're cleaned (http://, www. stripped).
A domain can belong to one company only; public/free domains (gmail, etc.) can't be mapped. Enable/disable (no delete). Admin-only.
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Help Centre › Web Portal
🌐

How the Web Portal channel works

Configures your customer support portal - branding, who can raise tickets, and how they're routed.

i

Your portal name, logo and timezone live here

Despite the “General Settings” menu heading, the company name, logo and portal timezone are set on this Web Portal page.

What you set

SettingDetails
BrandingCompany name, portal timezone, address, and logo (upload + crop).
Accept tickets fromEveryone or authenticated users only.
User signupOpen self-signup, or invite-only (admin adds users).
Routing & displayAuto-assign portal tickets to a group; let users pick priority; show/hide group, department, CCs, time tracking, unassigned-group and disabled agents.
The Portal URL is fixed. Admin-only.
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Help Centre › Email Channel
📧

How the Email Channel works

Turns inbound email into tickets. Each channel is a hosted address; forward your own support inbox to it.

i

Mail to your channel address becomes a ticket

A channel is an address like support@your-subdomain.raiseaticket.com. Point your own support@yourcompany.com forwarding at it, and every email opens (or updates) a ticket.

What you set

FieldDetails
Support emailThe username part; the @your-subdomain.raiseaticket.com suffix is fixed.
GroupAuto-assign this channel's tickets to a group (created if new).
Time trackingWhether time on these tickets counts as billable.
Allow-list & tags(If licensed) restrict to certain emails/domains and auto-tag.
The Default channel is the address customers can email directly. Disabling a channel stops mail→ticket conversion. Plan-capped. Admin-only.

Connect a Microsoft 365 mailbox

Bring your Office 365 support inbox into Raiseaticket - one inbox, unified: every email becomes a tracked, routed ticket and replies thread straight back to the sender. More on Office 365 integration ↗

StepWhat happens
1 · ConnectAuthorise your Office 365 account and choose the mailbox to link.
2 · Rules & SLASet the group, SLA policy and auto-tagging for its tickets.
3 · Auto-convertIncoming mail opens or updates a ticket automatically.
4 · RouteTickets land with the right group and agent instantly.
!

Whitelist so Microsoft doesn’t filter it

In Exchange Online → Tenant Allow/Block List, allow the address support@yourdomain.raiseaticket.com (or the domain raiseaticket.com) to bypass EOP filtering for that host.

Connect a Google Workspace mailbox

Already on Gmail and Google Workspace? Link your domain, turn Gmail into tickets, and let agents sign in with Google SSO. More on Google integration ↗

StepWhat happens
1 · Link domainConnect your Google domain to Raiseaticket in minutes.
2 · Gmail → ticketsEmails from Gmail are instantly turned into actionable tickets.
3 · Google SSOAgents sign in securely with Google credentials; import Workspace users and assign roles.
4 · Google GroupsManage access, permissions and visibility with Google Groups as the team scales.
!

Whitelist in Gmail

Whitelist the address support@yourdomain.raiseaticket.com (or domain raiseaticket.com) so ticket mail bypasses Gmail’s spam filter.

← All guides
Help Centre › Widget Integration
🔌

How Widget Integration works

An embeddable support widget you drop onto your website so visitors can raise tickets without leaving the page.

↗

Configure it, generate the script, paste it on your site

Turn the widget on, tell it where it will run, add spam protection, and copy the embed snippet into your website's HTML.

Setting it up

  1. Widget Status - turn the widget on.
  2. Domain URL - the site the widget is allowed to run on.
  3. Google reCAPTCHA - add your site key and secret key to keep out spam.
  4. Generate Link, then copy Your Embed Script into your website.
Admin-only.
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Help Centre › Ticket Status
🚦

How Ticket Statuses work

The workflow stages a ticket moves through - each with an internal name, a customer-facing label, and a colour.

i

Agents see the name; customers see the label

A status has an internal name and a separate customer-facing label, so you can keep working names precise while showing customers friendlier wording.

What you set

FieldDetails
Name / Customer labelBoth up to 60 chars, letters/numbers, unique. Default statuses' names are locked.
ColourA colour chip shown wherever the status appears.
Time trackingWhether time in this status counts as billable.
Show in agent replyLets an agent reply and set this status in one click.
SLA timerWhether the SLA clock keeps running while a ticket is in this status.
There's also an Auto-close timer - Resolved tickets auto-close after N hours/days. Enable/disable (no delete); defaults can't be disabled or renamed. Plan-capped. Admin-only.
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Help Centre › Email Notifications
🔔

How Email Notifications work

Master on/off switches for every automated email, grouped by who receives it - Admin, Agent, or User.

i

This page controls whether an email is sent; templates control the wording

Flip a switch to turn an event's email on or off (it saves instantly). Each row links to that email's template to edit the content.

The events

RecipientExamples
UserNew-ticket confirmation, created after-hours / on a holiday, status changed, agent reply.
AgentNew ticket created, ticket assigned to you / your group, self-assign, customer replied.
AdminUser creates a ticket, agent self-assigns, status changed, SLA breach.
Admin-only.
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Help Centre › Email Templates
✉️

How Email Templates work

Edit the subject and body of the email sent for each event, using merge tags that fill in ticket details.

i

Pick a template, edit it, drop in merge tags

Choose a template (User or Agent side), edit the subject and rich-text body, and insert merge tags that are replaced with real values when the email sends.

Available merge tags

[[NAME]][[TICKETNO]][[LINK]][[SUBJECT]][[STATUS]][[PRIORITY]][[CATEGORY]][[GROUP]][[AGENT]][[CREATOR]][[REPLYMSG]][[SIGNATURE]][[HELPDESK]]
Some tags only appear for the relevant template (e.g. [[REPLYMSG]] on reply emails). Turning a notification on/off is done on the Notifications page, not here. The Feedback template has a “Reset Default”. Admin-only.
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Help Centre › Department
🏛️

How Departments work

A simple routing label for tickets - just a name and an optional description.

i

The lightest of the classifiers

A department has only a name (up to 60 characters, letters and numbers, unique) and an optional description. Use it to route or group tickets internally.

!

Disable, don't delete

Departments are enabled/disabled rather than removed, so historical tickets keep their label. The number is plan-capped. Admin-only.

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Help Centre › Tags
🔖

How Tags work

Freeform keyword labels you attach to tickets for classification and search. Each tag shows how many tickets use it.

i

Create, edit - and delete, unlike statuses

A tag is just a name (2–100 characters, letters and numbers, unique). Unlike statuses and departments, tags can be deleted - but only when they're not attached to any ticket.

Good to know

Sort the list by name or ticket count. There's a cap on how many tags one ticket can carry.
Applied to tickets from the ticket itself (and in bulk from the list). Admin-only to manage here.
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Help Centre › Satisfaction Rating
⭐

How Satisfaction Rating works

Collect a customer satisfaction score after a ticket is closed - a fixed 1–5 star rating.

i

Two switches, collected on ticket close

The rating is a fixed 1–5 star scale that appears once a ticket is closed. You control how it's collected with two toggles.

What you set

ToggleWhat it does
Web Portal ratingShows the star widget on the portal after the ticket is closed.
Feedback EmailEmails closed-ticket requesters a rating request after N days (1–10). A link edits that email's template.
This build has no custom questions, scale, or thank-you text - it fires on close only. Admin-only.
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Help Centre › Notification Integration
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How Notification Integration works

Push ticket events into your team's chat - Microsoft Teams, Slack, or WhatsApp - via webhooks.

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Add a webhook, pick groups and events

For each channel you add an incoming webhook, choose which groups it covers, and tick which events to send.

What you configure

ChannelSetup
Microsoft TeamsWebhook URL, name, group(s), and events: New ticket, Assigned, User reply, Status changed, SLA breach.
SlackSame as Teams, plus a channel ID.
Each integration is scoped to the selected groups; you can add multiple, and enable/disable each entry or the whole channel. Admin-only.
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Help Centre › Quota Detail
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How Quota Detail works

A read-only dashboard of your plan's usage against its limits.

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See what you've used vs what your plan allows

At the top, your monthly ticket quota (limit, used, and a per-hour chart). Below, resource cards each show Limit / Used / Available.

What's tracked

Monthly ticketsOperating HoursSLA PoliciesGroupsAgentsTicket StatusDepartmentCategoryReports Schedule
The page is display-only in this build (request-more-quota is disabled). Refresh to recompute. Admin-only.

Upgrade your agent quota

Every portal includes a set number of free agents; when you outgrow them you add agent packs to raise the limit. The Agents meter here shows how close you are.

QuestionAnswer
How many are free?Your plan includes a base number of agents at no charge - the meter shows used vs limit.
Add more agentsBuy agent packs to raise the limit; new seats are available immediately for the subscription year.
“Can’t add a new agent”You’re at the limit - upgrade the agent quota, or disable an unused agent to free a seat.
What countsActive agents count toward the limit; disabled agents don’t.
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