Welcome to the HelpDX Knowledge Base — your self-service hub for helpful guides, FAQs, and step-by-step instructions. Find answers, explore categories, and get the most out of HelpDX with easy-to-follow resources designed to support every step of your journey. Everything you need is just a click away.
Focus Topic: Getting Started, Troubleshooting , Workflows, Ticket Management, Team Management
Everything You Need, All in One Place
Learn how to add new users, assign roles (admin, co-admin, agent, customer), and manage permissions across your support portal.
Learn how users can submit support tickets, including filling out the required fields, selecting departments or categories, and attaching files.
Understand how admins or co-admins can assign incoming tickets to specific agents based on department, workload, or availability.
Explore the meaning of each ticket status — New, Open, In Progress, Resolved, and Closed — and when to use them during the support lifecycle.
Organize your tickets using tags for easier filtering and searchability. Learn how to create, assign, and manage tags effectively.
Follow step-by-step instructions for viewing ticket threads, replying to customer inquiries, and adding internal notes.
Learn how to invite agents, co-admins, or other staff members to your HelpDX portal and assign them appropriate roles and permissions.
Organize your support staff into departments like Sales, Technical Support, or Billing. Learn how to create and manage departments effectively.
Step-by-step guide on how to link agents or staff to specific departments, ensuring that incoming tickets are routed to the right team.
Explore tools and reports that help you track agent response times, ticket resolution rates, and overall support efficiency.
Control when agents are available to handle tickets. Set working hours, off days, and vacation times to balance workloads.
Get an overview of how workflows help automate repetitive tasks, assign tickets, send notifications, and maintain consistency in support processes.
Step-by-step guide on setting up your first workflow — from defining triggers and conditions to assigning actions like ticket assignments or email ale...
Understand how workflow triggers work based on ticket status, priority, department, or custom fields — and how to set them up effectively.
Learn how to automatically assign new tickets to agents or departments based on predefined workflow rules, improving response times.
Understand how multiple workflows are executed, how to manage their priority, and how to avoid conflicts between overlapping rules.
