Connecting Your Email Inbox
How to link an email address so incoming messages create tickets automatically.
Written by Kevin Brooks
Updated 1 day ago
This knowledge base article documents the core functionality of the helpdesk application, including account access, dashboard usage, knowledge base management, and troubleshooting. It follows a structured documentation style suitable for customer-facing support portals and internal references.
Account Setup and Access
This section explains how users create accounts, authenticate securely, and manage access levels within the helpdesk system. Complete these steps before performing any administrative or support-related tasks.
Creating an Account
To begin using the helpdesk, each user must register an account associated with a valid email address.
Navigate to the Sign Up page from the login screen.
Enter your email address and a secure password.
Submit the form and verify your email using the confirmation link.
Note: Email verification is required before you can access the dashboard.
Signing In
Once your account is verified, you can sign in to the application.
Open the login page.
Enter your registered email address and password.
Select Sign In to continue.
If you forget your password, use the Forgot Password link to reset it.
User Roles and Permissions
User roles define what actions are available to each account.
Administrators manage users, settings, and integrations.
Agents handle tickets and maintain knowledge base content.
Viewers can only read articles and ticket updates.
Refer to the permissions reference for a full breakdown: https://example.com/docs/permissions
Dashboard Overview
The dashboard acts as the control center for daily operations. It provides visibility into ticket activity, system status, and quick access to common actions.
Understanding the Main Dashboard
After signing in, users are redirected to the dashboard homepage.
This view summarizes open tickets, recent activity, and system notifications. Reviewing this page regularly helps ensure no requests are missed.
The sidebar organizes all major areas of the application.
Tickets for managing customer issues.
Knowledge Base for articles and collections.
Settings for system configuration.
Each menu item may contain nested links for related features.
Personalizing the Dashboard
Users can customize the dashboard layout to match their workflow.
Settings > Appearance > Dashboard
From this page, you can enable or disable widgets and rearrange sections.
Managing the Knowledge Base
The knowledge base allows customers to find answers without submitting a ticket. Well-structured content improves self-service success and reduces support volume.
Creating Collections
Collections are used to group related articles.
Use clear, descriptive collection names.
Write a short description explaining the collection’s purpose.
Assign one or more authors for accountability.
Collections should reflect how users naturally search for information.
Writing Articles
Articles should be concise, scannable, and task-focused.
Begin with a short problem statement or goal.
Use headings to break content into sections.
Include examples, steps, or links where helpful.
Follow the editorial guidelines for tone and structure: https://example.com/docs/editorial-guidelines
Publishing and Updating Articles
Before publishing, review articles for accuracy and clarity.
Published articles can be updated at any time. For significant updates, consider adding a brief update note so readers understand what changed.
Quote: Good documentation reduces support tickets more effectively than any automation.
Troubleshooting and Common Issues
This section outlines solutions to frequently reported problems encountered by users and administrators.
Pages Not Loading
If a page fails to load or displays incomplete content, try the following steps:
Refresh the page.
Clear your browser cache.
Confirm your internet connection is stable.
If the issue persists, record the error message and contact support.
Missing Settings or Data
Settings may appear missing if changes were not saved correctly.
This can also occur when multiple users edit the same configuration simultaneously. Reopen the settings page and verify the saved values.
Reporting Bugs
Providing detailed bug reports helps the support team resolve issues faster.
Include the following information:
Steps to reproduce the issue.
Expected outcome and actual result.
Browser, device, and operating system details.
Submit bug reports through the support portal: https://example.com/support
Getting Support and Updates
If you require further assistance, additional resources are available.
Contacting Support
Support tickets can be submitted directly from the dashboard.
Response times depend on your support plan and ticket priority.
Community and Documentation
The community forum is a useful place to find solutions and share best practices.
Visit the forum at https://example.com/community to browse discussions or ask questions.
Product Announcements
Stay informed about new features and maintenance notices.
Subscribe to the announcements feed to receive updates directly within the application.