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Helprace Support
Helprace Support
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Updates

  • Trash Folder, Attachment Reminder, UI Improvements

  • Required Comment for Bad Rating & Export Full Community Data

  • Ticket Forwarding, Email Headers, Search Helper and More

Knowledge Base

  • Getting Started6

    • Getting started with Helprace

    • Your user profile, preferences and requests manager

    • Branding your Helprace to match your business profile

    • Solving your first support ticket in Helprace

    • Converting customers' emails into Helprace tickets

  • Tickets39

    • Replying to Tickets

    • When a user with many emails contacts me, where will my reply be sent?

    • Phone Tickets

    • Favicon badge counters for ticket filters

    • Forwarding tickets and ticket replies

  • Email Setup7

    • Adding mailboxes and setting up email forwarding

    • Setup DMARC to help with email delivery

    • Setup DKIM to help with email delivery

    • Set up SPF to help with email delivery

    • Sending emails via custom SMTP

  • Community18

    • How to export full Community and Knowledge Base data

    • Posting without signup

    • Praise channel

    • Problems channel

    • Ideas channel

  • Knowledge Base8

    • Knowledge base articles

    • Article comments

    • Article usefulness rating

    • How to pin Knowledge Base articles to the top

    • Agent collision detection for articles and topics

  • Integration9

    • Converting live chat history and offline messages to tickets

    • Webhooks

    • Building Custom Apps

    • Feedback Widget plugin & SSO Integration for Wordpress

    • Adding Community & Knowledge Base search field to your site

  • Best Practices3

    • Creating mailboxes and separating tickets received at different addresses

    • Organizing content for optimum engagement

    • Formatting guide for your knowledge base articles

  • User Portal9

    • Spaces

    • Space restrictions

    • Apps in Helprace

    • Remove Updates, Knowledge Base, Problems, Questions, Ideas, Praise from User Portal

    • Creating an Ideas Lab (video)

  • End-user guide8

    • How to register and participate in a Helprace portal

    • How to submit a request to the support team

    • Deleting your topics, replies and comments

    • Deleting your tickets

    • Deleting your profile as a user

  • General15

    • Using the Trash folder for articles and topics

    • User data privacy guide (GDPR compliance)

    • Changing your data hosting region

    • Disabling the Contact Cloud app

    • Deleting your Helprace account

  • Frequently Asked Questions2

    • What is an agent (in billing terms)?

    • Why can't I sign up or log in to my Helprace account?

  • User Management8

    • Changing user roles

    • User roles

    • Editing user profile details

    • Merging users

    • Blocking a user

  • Visual Editor2

    • Autogenerated table of contents

    • Syntax highlighting for code snippets

  • User Portal Customization2

    • Adding live chat to your user portal

    • User portal customization (CSS, Header & Footer)

  • Teams, Groups & Organizations4

    • About Teams, Groups & Organizations

    • Teams

    • User Groups

    • Organizations

Frequently Asked Questions

  • 7
    7 people support this
    Answered

    Is it possible to have a version running on our own server?

    Megan Neal · 2 · Last reply by Sivert
  • 5
    5 people support this
    Answered

    Do my users have to signup to submit a request?

    Vic · 1 · Last reply by Edward
  • 5
    5 people support this

    Need to add a new request type

    Cyates · 1 · Last reply by Gregory
  • 4
    4 people support this
    Answered

    Spelling Check in Tickets Reply

    Khalid Ibrawish · 1 · Last reply by Edward
  • 4
    4 people support this

    Can I import tickets from the API with a specific ticket ID from our old system?

    David Eilers · 1 · Last reply by Gregory
Hot New Frequently Asked Answered Unanswered Activity

Top Ideas

  • 39
    39 people support this
    Planned

    App for Android and iOS devices

    System Manager · 4 · Last reply by PAGANDAI V PANNIR SELVAM
  • 34
    34 people support this
    Started

    Live chat module

    Jason Vaillancourt · 8 · Last reply by Edward
  • 31
    31 people support this

    Multilingual user portal

    Josh Chai · 9 · Last reply by Pedrol
  • 18
    18 people support this

    Time tracking for tickets

    Edward · 2 · Last reply by Techtonic907
  • 17
    17 people support this

    Jira integration

    Stefan Probst · 5 · Last reply by Edward
Hot Top New Accepted Closed Activity

Praise

  • A
    Complete solution I like how well thought out this software is and the modular approach it takes to cover different areas. Without a doubt it is a very good option. more
    anonymized
  • Great product and great support. Thanks for great support and for implementing restrictions on spaces to certain users / groups. more
    Christian Marsch
  • Thanks a lot!
    Mustafa Younis

Activity

  • Older than a week
  • Posted

    How to export full Community and Knowledge Base data

    Gregory · 0 · Posted
  • Posted

    Required Comment for Bad Rating & Export Full Community Data

    Gregory · 0 · Posted
  • Posted

    Required Comment for Bad Rating & Export Full Community Data

    Gregory · 0 · Posted
  • Posted

    Replying to Tickets

    Gregory · 0 · Posted
  • Posted

    Using the Trash folder for articles and topics

    Gregory · 0 · Posted
  • Updates
  • Knowledge Base
  • Questions
  • Ideas
  • Praise
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  • Activity

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