SupportUpdated
Your help portal
See what clients can do on your public help portal: search your articles, send a request, follow its progress and rate the help they got.
Your help portal is a public page with your workspace's name on it. Clients use it to find answers, send a request and check on it. They don't need an account.
Open your portal
Go to Support > Settings and click Help portal. Click Copy portal URL to share the link, or View help center to open it.
Help center
The Help center tab lists your published articles, grouped by category. Clients can:
- Type in Search articles to find articles by their title or text.
- Click an article to read it.
When you add an article to a ticket reply with Insert article, the link opens that article on its own, with Back to all articles above it.
See Help articles.
Submit a request
On the Submit a request tab, a client fills in Your name, Email, Subject and Message, then clicks Submit request. Email is required, so you can reply.
The request arrives in Support as a ticket from the Web form channel. Your routing rules pick its team. The client sees Request received with the ticket's reference, and gets an email with a link to follow the request.
Track a request
The client opens the link in their email. They can also enter a Tracking code on the Track a request tab and click Track request.
- The client sees the request's status.
- Through the emailed link, they also see your public replies. They never see internal notes.
Rate the help
Once a request is Solved or Closed, the tracking page asks How did we do? The client clicks Good or Not great. With Not great, they can say what you could have done better.
Ratings show on the Support overview. Clients can rate on Starter and Growth. Free doesn't ask.