Let customers reach you the easy way
Your Help Desk comes with a customer portal and built-in email intake, so customers can ask for help by email or on a self-service site, and every message becomes a trackable ticket. This article covers the portal and email side; to write help articles, see Writing knowledge base articles.
Where to set it up
Open Help Desk → Tickets (or Knowledge Base) and click the gear button to reach Help Desk Settings. The General tab is where the portal and intake options live.
Make the portal yours
- Turn the Help Desk on with Enable Help Desk.
- Add a Welcome message and a Primary colour so the portal feels like your brand.
- Decide who can submit: tick Allow guest submission to let people raise a request without an account, or leave it off to require sign-in.
- Use Require login to view history if past tickets should only be visible to signed-in customers.
The settings page shows your Default portal URL — the link you can share with customers.
Email that turns into tickets
The General tab lists your support Inboxes, each with its own inbound email address and a Default marker. Messages sent to an inbox become tickets automatically and replies thread back to the right conversation, so your team works everything from one place instead of a shared mailbox.
Auto-tidy resolved tickets
Set Auto-close after resolved (days) so resolved tickets close on their own after a quiet period — unless the customer replies first. You can also choose a Default SLA policy and Default team for new tickets here.
A tip to start
Share your portal link and publish a handful of help articles for your most common questions. Self-service answers and email-to-ticket together take real pressure off your inbox from day one.
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