Create your workspace
Choose Start free, enter your organization name, your name, your work email and a password of at least 10 characters. You become the workspace admin.
Your workspace is private to your organization. Nobody outside it can see your tickets, people or articles.
Roles
Admins manage settings and users and can do everything agents can. Agents work tickets, write internal notes and publish articles. Requesters use the help portal: they raise tickets, reply, and see only their own tickets.
Invite your team
Open Users, enter an email address, choose a role and optionally a team, then select Create invite link. Send the link to the person; it works once and expires after 7 days. If it expires, select New link.
To let staff join on their own, open Settings → Help portal, turn on self sign-up and enter your company email domain. Only addresses on that domain can join, and they join as requesters.
Set it up for your organization
In Settings you can change your organization name, brand colour and ticket prefix (for example IT-1042 or HR-1042), and edit your ticket types, categories and teams.
Under SLA, set first-response and resolution targets in hours for each priority. Under Custom fields, add the extra information you need on every ticket, such as asset tag, cost centre or location, and choose whether requesters see each field.
Raise a ticket
Select Raise a ticket (or New ticket for agents). Give it a short, specific subject, describe what happened and who is affected, choose a priority and attach screenshots. Agents can also log tickets on someone else's behalf and record the channel, such as phone or walk-in.
Work a ticket
Open a ticket to see the conversation and its details. Change status, priority, assignee, team, category, tags and custom fields in the Details panel; every change is saved immediately and recorded in the activity log.
Use Reply to requester for messages the requester will see, and Internal note for messages only agents can see. You can set the status as you reply, for example to Pending while you wait for the requester.
Statuses
New: not yet picked up. Open: being worked on. Pending: waiting for the requester. On hold: waiting on something else. Resolved: the fix is done; the requester can reopen it by replying. Closed: finished.
SLAs
Every ticket gets a respond-by and resolve-by time based on its priority. The SLA badge shows the time left, turns amber when it's close and red when it's breached. Changing a ticket's priority recalculates its targets. The SLA breached view lists everything that's late.
Knowledge base
Agents write articles with a title, body and tags. Published articles are visible to requesters; drafts are visible to agents only. Good articles answer the questions you get most often.
Dashboard and export
The dashboard shows open tickets, tickets assigned to you, unassigned tickets, SLA breaches, the last 7 days of created and resolved tickets, and open work by priority and team. Export CSV downloads every ticket with its custom fields for your own reporting.
Account security
Passwords are stored as salted hashes, never in plain text. Sessions use secure, HTTP-only cookies. Admins can disable a user at any time, which signs them out everywhere immediately.