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Support·Updated Oct 16, 2026

Set up support

Connect the ways clients reach you, a support email address, a help portal and a website widget, so every request lands in Spodus as a ticket.

Support turns client requests into tickets your team can answer, assign and track. Clients reach you three ways: by email, through your help portal, or through a widget on your website.

Before you start

  • Support must be turned on for your workspace. See Turn modules on and off.

Open Support settings

Go to Support > Settings. You can also open Settings from your account menu and, under Modules, click Support.

Support settings has three groups:

  • Channels: Email, Help portal and Website widget.
  • Assignment: Routing.
  • Service levels: SLA policies and Working hours.

Turn email into tickets

  1. In Support settings, click Email.
  2. Check the Status:
    • Live: mail sent to your support address arrives as tickets.
    • Waiting for first email: nothing has arrived yet. It turns Live when the first email comes in.
    • Not available yet: inbound mail isn't switched on, and mail sent to the address bounces. The help portal and the widget still take tickets.
  3. Under Forwarding address, click Copy support address.
  4. In your email provider, forward your support mailbox to that address.
  5. Send a test email to the address. It appears in Tickets within a minute.

When your team replies from the ticket, the reply goes back to the client by email.

Share your help portal

  1. In Support settings, click Help portal.
  2. Under Portal URL, click Copy portal URL. Click View help center to open it.
  3. Link to it from your website, email signature or app.

Clients don't need an account to use it. See Your help portal.

Add the widget to your website

  1. In Support settings, click Website widget.
  2. Under Install snippet, click Copy embed snippet.
  3. Paste the snippet just before the closing </body> tag on every page that should show the widget.

See Website widget.

Next steps

  • Decide which team gets which tickets. See Routing rules.
  • Set response and resolution targets. See Set up SLAs.

Related

  • Routing rules
  • Set up SLAs
  • Your help portal
  • Website widget
PreviousContracts in the portalNextRouting rules
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On this page

  • Before you start
  • Open Support settings
  • Turn email into tickets
  • Share your help portal
  • Add the widget to your website
  • Next steps
  • Related