• Your user profile
• Branding your Helprace
• Adding an email account to Helprace
• Solving your first support ticket
• Participating in the community
• Community in the admin panel
• Integrating Helprace with your website

If you have one, you might want to add your existing team mailbox (e.g. support@company.com) to your Helprace account. This way, messages sent to your existing team address would also be converted into tickets, and you can reply to them through that address in Helprace.

Adding a team mailbox

1. Login to your Helprace admin panel as an admin or owner (agents do not have access to these settings).
2. Go to  Settings > TICKETS > Mailboxes. 
3. Click Add a Team Mailbox.
4. Add a name which will be displayed in the email From and Reply to fields along with the email.
5. Insert your existing team address and click Next. (please avoid using a personal email here, here's why).
6. Set up auto-forwarding so that emails coming to your team mailbox (e.g. support@company.com) get passed on to your built-in mailbox (e.g. support@company.helprace.com).
   If you're unsure how to do that, check the collection of tutorials below.
7.  Your email provider might need to confirm that the address you're forwarding to is yours. You'll find a confirmation email as a ticket in your Helprace Admin Panel (it might also be in Suspended Tickets). Follow the instructions in that email to confirm the address.
8. Hit Send Test Email and Helprace will send a message to your team mailbox to make sure it arrives to your Helprace account.

We also recommend you to create an SPF record for Helprace to help with delivery of your team's emails to your users. Learn more

Email auto-forwarding tutorials for specific mailboxes

• Gmail
• Outlook.com / Office365
• Microsoft Exchange 2007
• Microsoft Exchange 2010
• Microsoft Exchange Online
• Apple Mail
• iCloud
• Bluehost
• cPanel
• Dreamhost
• FatCow
• GoDaddy
• HostGator
• InMotion Hosting
• Media Temple
• Rackspace
• Register.com / Web.com
• SiteGround
• Zoho Mail

If your mailbox provider is not listed here, try searching their documentation for "Automatically forward messages", "email forwarding", or "email forwarder".

In this article, we'll give you a quick introduction to company Spaces in Helprace:

• Space types
• Spaces in the user portal
• Setting up Spaces
• Space restrictions

Space types

Here are the types of Spaces you can set up in Helprace:

• Space
• Product
• Service
• Forum
• Department

To select your Space type, head to Settings > Spaces and select the Space type.

Spaces in the portal

In the example above, we chose "Space" as our Space type, and that means the words "Select Space" will appear below your company logo on the portal homepage.

You can customize how the Spaces menu and block appears on your pages. To learn more about blocks, take a look at Customizing your homepage.

Setting up Spaces

Only Owners and Admins can access this. You may want to familiarize yourself with User roles and staff privileges 

Point to the   Wrench and select Spaces.

• A "General" Space. is the default Space. You cannot delete it.

• Drag and drop your Spaces in the desired order. 

• Edit the name and the Space icon. The icon is recommended to be 32x32 pixels to show up properly.
• Add a description. This description can be shown or hidden on your user portal's homepage by heading to Settings > Main Home Page and checking Show Page Descriptions. 
  The description will show up under the link to your Space in the user portal. The below Space types are "Services": 

If you only have one Space, modifying its name and icon will not result in any changes. That's because Helprace can only display this information when you toggle between Spaces. These changes will be visible once you add a second Space.

Deleting a Space with any content in it (articles, topics, categories) will delete the content, too.

Space restrictions

The accuracy of this guide depends on whether your Helprace administrator has enabled the appropriate features.

We'll go over the basics of how to:

• Search for information
• Understand spaces
• Submit a ticket (You can submit a ticket via the User Portal or by email. Learn more)
• Use the feedback tab
• Register

Searching for information

Helprace is designed to provide users a one-stop solution for all their support needs. You can start with typing in your query in the search bar.

Your search results will show material most related to your query. Depending on what category is enabled, It can consist of:

• Update posts
• Question posts
• Idea posts
• Problem posts
• Praise posts
• Knowledge base articles

If for any reason you cannot find the information you are looking for, you can either submit a request, submit a post in the community or continue to browsing the Helprace User Portal.

Understanding spaces

Spaces are categories into which the Helprace User Portal may be divided. Spaces are set by the company to differentiate product-specific discussions and other posts.

Even if the company is divided into spaces, the search function on the home page works the same way as explained above. However, you will need to select an appropriate space to browse its contents.

Use the drop down box at the top left corner to select an appropriate space.

For more information, see Spaces

Submitting a ticket

You can submit a ticket using the User Portal or Feedback Widget. Follow these steps:

1. Click Submit a Request in the User Portal. This will bring up a dialog box that will allow you to send a message to a support agent.
2. Type in your subject and the issue in the message box.
   

   As you start typing in the message body, a list of suggested questions, ideas, problems and praise will appear. By clicking on the suggested link, a new window will appear with the discussion, so that you don't lose the message you've been working on.

3. Add any attachments. The attachment limit is 20 MB (except for the Free plan).
4. Click Send.

For more information, see Submitting a ticket

Using the Feedback tab

The feedback tab is a small tab placed on a company's site. When the feedback tab is called up, it displays a smaller window that allows you to navigate the User Portal. The window is set up to show the following:

• frequently asked questions (Questions that have been upvoted the most)
• top ideas (Ideas that have been upvoted the most)
• common problems (Problems most upvoted)
• new praise (Most recent praise)

When clicking on the links in the feedback window, a new window will appear with that article or discussion.

How to sign up

Some of the few perks of joining Helprace is the ability to check the status of emails sent to support, follow conversations, get alerts and participate in discussions.

It's easy to join:

1. Click Login at top right and Sign Up at the bottom of the login screen.
   
   
   
   
2. Type in your data.
3. Click Sign Up.
   
   

You can also log in with your social media account without having to register. You can log in using Facebook, Twitter and Google+

There are various roles you can assign to your staff members and customers. In other words, you can upgrade or downgrade everyone's level of access to various functions within your Helprace. This article explains how to change the role of your Helprace participants.

Go to   People, to the right of your user click on the ⋮ button and select Change Role.

We're going to cover two steps:

• Add your email addresses
• Use filters to separate tickets

Add your email addresses

Let's say you'd like to receive emails to two addresses: support@companya.com and support@companyb.com. You'll need to add them in the  Settings > TICKETS > Mailboxes page and ensure that forwarding is configured properly. See the Adding email accounts and setting up email forwarding article for more details on adding email addresses.

Here is how the Emails page should look after you're done:

Use filters to separate tickets

• Go to   Tickets
• Click the ⋮  icon on the right of Tickets and select Add filter
• Type in your search query and hit Enter

Select who you want this filter to be available to. Everyone, a specific team, or you only. You can change this at any moment. Learn more about filters in Searching tickets and setting up filters article.

Tip: when a customer sends an email to support@companya.com and an agent replies, the reply is also sent from support@companya.com. Learn more: When I send an email using Helprace, who is it 'From'?

Although your customers cannot add knowledge base articles by themselves, they can comment on existing articles and rate their usefulness.

You can create categories and tags to organize articles.

Articles and categories are displayed in a chronological order by default. You can reorder them at any time.

Agent collision detection keeps agents aware when other agents are editing a particular article. This helps ensure multiple agents don't make changes to an article at the same time and overwrite each others' work. Learn more

Settings

Under the Knowledge Base section in Settings you can do a number of things.

You can toggle Knowledge Base on the user portal, change how articles are listed, set commenting and voting options.

If you enable article usefulness rating, users will see "Was this article helpful?" with a "Yes / No" under each article. This gives you valuable feedback on each specific article. Learn more

Articles can be closed for commenting individually. Learn more

Helprace allows you to automatically generate a table of contents with a single click.

To add an a table of contents to your article, click on + on the editor menu and select Table of Contents.

The table gets generated out of H1-H4 headers and appears as a nested list. Each list item is a link pointing to a header.

You do not need to make any changes to the table, as it is completely automated. Should you remove or edit any header within the article, your table of contents will be updated automatically when you save the article.

Basically you just need to copy the code generated by your live chat tool and paste it in the right place in Helprace. Check your provider's instructions on how to add a chat tab to your website.

These instructions usually tell you to paste code to a specific part of your website source code.

"between the <head> and </head> tags"

Open your Helprace admin panel and go to Settings > Customization.

Paste the code to the "HTML Code for <head>" section and click Save.

"before the closing </body> tag"

Open your Helprace admin panel and go to Settings > Customization.

Paste the code to the "Footer" section and click Save.

"after the <body> tag"

Open your Helprace admin panel and go to Settings > Customization.

Paste the code to the "Header" section and click Save.

Tip: If you haven't added a live chat button to your Helprace portal yet, now is a good time to do this. This allows customers to start a chat with you right from your Helprace portal.

Go to your live chat settings and and specify the email address for sending offline chat messages.

These settings may vary according to chat software. If your chat provider has a built-in ticketing system, these settings may be quite difficult to find :).

Here's how to set up forwarding in certain chat providers:

Tawk.to

Go to Settings > Mail Notifications.

Here you can add emails where chat transcripts, offline form and missed chat notifications will be sent. Insert your support email address here (e.g. go to Settings > Mailboxes in Helprace to see your list of addresses).

LiveChat

Go to Settings > Installation > Email and click on the 'Forward messages from visitors' at the bottom.

Specify emails where offline form and missed chat notifications will be sent. Insert your support email address here (e.g. go to Settings > Mailboxes in Helprace to see the list of your addresses).

Go to Chat Settings > Archives Forwarding and specify an email for chat transcripts.

Take control of your ticket workflows or limit access to tickets and areas in your user portal. Improve productivity of your support agents, allowing them to offer better customer service.

  What are Teams?

Teams are a collection of your staff members, also known as Agents in Helprace. How you structure your Teams depends on how you want your tickets to behave. Simply put, you may want to create Teams to:

• assign a ticket to a group of agents, rather than one agent;
• group issue type with support type or staff expertise;
• answer for various departments in your help desk;
• set different visibility permissions for various tickets;
• restrict ticket visibility based on rules & notifications (ie: the mailbox a ticket was sent to).
• use them in ticket rules & notifications.

Learn more about Teams

  What are User Groups?

User Groups are a collection of your end-users, customers, or anyone with the User role in Helprace. You can have one user belong to various Groups, which makes it particularly easy to segment users according to your needs. Use Groups to:

• segment customers by value;
• segment customers by support type needed;
• restrict access to areas of your user portal;
• use them in ticket rules & notifications.

Learn more about User Groups

  What are Organizations?

Organizations are a collection of your end-users by company. Unlike User Groups, Organizations make it easy for users to participate in tickets between each other. It also gives staff a bird's eye view of what's going on. Use Organizations to:

• allow staff to see all member participation within an organization (tickets or topics started).
• allow organization users to share or view shared tickets;
• automatically add users to an organization with a domain;
• restrict access to areas of your user portal;
• use them in ticket rules & notifications.

Learn more about Organizations

Teams, User Groups and Organizations are available in the Complete plan.

What can be trashed?

You can move the following items to Trash:

• Knowledge base articles
• Community topics (questions, ideas, problems, discussions)
• Categories (along with all nested content)

How to move an item to Trash

• Use the Trash action from the dropdown menu of an article, post, or category
• Use bulk actions in list views to move multiple items at once

Note: Only Admins or Owners can move items to Trash if required by your permission settings.

Accessing the Trash folder

• Navigate to the article or topic list
• Use the filter at the top to switch to the Trash view
• From there, you can:
  • Restore selected items
  • Permanently delete selected items (Admins & Owners only)

Auto-deletion

Items in the Trash folder are automatically and permanently deleted after 30 days.

Permissions

• Agents can move items to Trash if permissions allow
• Only Admins and Owners can permanently delete or restore trashed content

Example use case

A team member deletes an important article by mistake. Instead of recreating it, an Admin restores the item from Trash within the 30-day retention window.

This feature provides a safety net for support teams and helps avoid permanent loss of important content.

Reply Editor

To start a reply, click the Reply button in the ticket toolbar. The reply composer will open above the latest message.

• A rich text editor (WYSIWYG) is used — you can format your message with bold, italics, links, lists, quotes, etc.
• Drafts are saved automatically as you type

Attaching Files

• Click Attach File (paperclip icon) below the editor to upload one or more files
• Supported formats include images, PDFs, documents, etc.
• Attached files are sent with your message and appear in the ticket history

📎 Attachment Reminder

Helprace alerts you if your message refers to an attachment, but no file has been added.

• Trigger words include: attached, attachment, see file, etc.
• When triggered:
  • The Attach File link is highlighted in red
  • The paperclip icon is underlined

This is a visual reminder only — you can still submit the reply if needed.

Submitting the Reply

Use the orange Submit as… button below the editor to send your message and update the ticket status in one step.

• Click the dropdown to select the desired status: Open, Pending, On-hold, or Solved
• You can also mark one of these as your default action
• Click the button to send the reply and apply the selected status

Reply Types

In addition to replying publicly, you can also add internal notes visible only to other agents:

• Switch to Note using the toggle icon in the top-left corner of the reply panel
• Notes are added to the ticket timeline but are not sent to the requester

Shortcuts

• Ctrl / Cmd + Enter — Submit the reply using the default status
• Esc — Leave the reply editor for further shortcuts

How to export:

1. Go to Admin → Integrations → Export
2. Check the boxes for the data you want to include:
   • Community Topics
   • Topic Votes
   • Replies and Comments
   • Votes on Replies/Comments
   • Users (agents and end-users)
3. Click Save

The export process may take a few minutes. Once it's ready, you'll receive a zip file via email with the selected data in CSV format.

Notes:

• Export includes all content from all channels.
• Voting data includes user identifiers (email/name).
• Community and KB exports are combined in the same export tool.

Owner

The "master" of your Helprace account. The Owner is usually someone who created the account, having access to areas of Helprace that other team members do not (such as billing information, invoicing and payment options). The Owner can add additional Owners.

Admin

Admins are just below the Owner in the hierarchy and otherwise have full control over all aspects of your Helprace. Admins are able to set ticket rules and access all settings, with some exceptions:

Agent

Agents are ordinary customer service support staff. They are able to interact with customers to answer questions, resolve tickets, create knowledge base articles and moderate the community.

User

Users are customers and site visitors that interact with your Helprace. Users can participate in communities, submit tickets and track their requests. They do not have any administrative privileges in Helprace.

Managing users

Adding

Click the + button and select   User. Depending on your privileges, you can add staff this way too.

Inviting

Inviting and Importing with an email address sends a link to the specified email addresses which, when clicked, will lead them to their profile to set their own password.

Go to   People, click on ⋮ beside the search bar & Invite. Learn more

Users can sign up by themselves or login via social accounts (e.g. Facebook, Google, or Twitter). Those who sign up by themselves are assigned the User role by default. Staff members can change their role if needed.

Changing roles

Go to   People, to the right of your user click on the ⋮ button and select Change Role.

Every Admin, Agent and Owner has a profile and requests manager in the portal, too.

Ways users can join your user portal

Here are some ways your users can join:

Sign up

Click Login and Sign Up. This prompts you for your email and password.

Send an email 

When you send an email to a Helprace-serviced address (ie. support@company.helprace.com), that email can be used to log in to the portal at http://company.helprace.com.
Clicking "forgot password" sends a password reset link to that email.

Log in using your social media accounts

Authenticate yourself using your social media accounts without having to register.
Helprace allows you to log in using your Facebook, Twitter and Google+ accounts.

Be invited by an Owner, Admin or Agent using the admin panel

A staff member can invite another user using their email address. At that point, the invitee will receive an email with a confirmation link with further instructions.

Single Sign-On and API

Learn more about setting up SSO (Single Sign-On) here: Setting up Single Sign-On (SSO) and the Helprace API: Introduction to Helprace REST API 

Your user portal account

Your Avatar

Your avatar can be seen at the top right corner of the support portal you're logged into.

Your Name

Click on your avatar, select your name. You will see your activity.

In Participation, you can see topics started by you. You can also see what you're following. Remove your followed items by clicking on the flag next to them.

Requests

Click on your avatar, select Requests.

Mine

By default, your requests are categorized in:

• All, all requests ever submitted by you 
• Open, requests that are waiting for a response from the support agent 
• Answered, requests that are waiting for a response from you 
• Solved, tickets that you or your support agent considers as solved

Organization

Depending on Organization permissions, users may or may not view or participate in their Organization's tickets. Learn more

If the Organization is set as Visible or Shared, you'll see requests sorted by Mine and My Organization.

Restricted permission

Users can view their own tickets only, unable to see other Organization's tickets. Example:

Visible permission

Users can view all tickets within their organization, but not be able to participate in them. Example:

Shared permission

Users can view and reply to all tickets within their organization. Example:

If you're satisfied with the answer, check Consider this request solved when replying. The staff member working on your ticket will see that your issue is resolved. 

You can re-open a Solved request by responding to it.

Profile

Click on your avatar, select Profile.

Personal information

• Name
• Job Title
• Organization Name
• Organization Website
• Avatar
• Time Zone

You can also change your password and adjust the email notifications settings.

Avatar

You can add a photo to your profile from your computer (the image file must not be larger than 1MB). Alternatively, if you have a gravatar associated with your email address, your profile picture will already be set with that gravatar. To associate your email address with a photo, visit http://gravatar.com

Emails & Notifications

Control your email accounts and email preferences in Emails & Notifications.

Primary Email

This is the email you used to sign up to your Helprace account. By clicking on the ( x ) button beside the email, you can disassociate that email with your account. All notifications from the community will be sent to your primary email.

You cannot delete your only email address. You can only do so after adding and verifying a secondary address.

Secondary Emails

If you'd like to add additional emails, you can do so here. You can make your secondary email addresses primary.

Upon adding and verifying a secondary address, you will be able to log in using both addresses, but your password will remain the same.

Email Notifications

As a user, you can set email notifications to keep track of:

• New replies to topics that you posted, replied to or followed
• Option to receive a "daily digest" instead of a notification for every single event

As a staff member, you can set email notifications for the above in addition to:

• Every new topics created, and their subsequent status changes (e.g. if an Idea status was changed from Planned to Started)
• Every new reply and comment to every topic
• Option to receive a digest instead of a separate notifications for these events

Change Password

To change your password, simply type in your existing password, your new one and click Save.

External Accounts

If you log in to Helprace using your social media account (Facebook, Twitter or Google+), that account will appear in this list. The first name, last name and email address that your social media account is associated with will be applied to Helprace. You can remove this association by clicking on the ( x ) button.

If you already have a Helprace account, logging in with your social media account will cause it to show up in this list.

An agent is another word for one of your team members – someone you assign to perform functions inside your Helprace account. An agent can moderate your community, reply to tickets, post updates, articles and adjust site settings.

There are three agent roles in Helprace: Owner, Admin, and Agent. They all can access the Admin Panel, but have slightly different permissions while in your Helprace account (check Adding users, admins, agents to your Helprace for more information).

The cost of your Helprace subscription is based on the total number of agents you have, including all individuals with the Owner, Admin and Agent role.

The purpose of a knowledge base is to allow site visitors to help themselves instead of contacting support. If your links are poorly laid out in your library, they will fail to attract a click-through rate despite gaining a lot of impressions.

In this article we are going to share a few tips that on making your knowledge base more appealing to your end-user at first glance.

Make content easy to browse

Your site visitors are all different. Some prefer to search, others like to browse. However, we’ll all agree that most prefer to find what they’re looking for with a minimum amount of hassle.

That is why it’s imperative that your content is easy to search for, navigate and scan through at first glance. Here are some key tips to consider:

• Link your articles together in your Helprace as well as to your company website
• Create categories in the right order starting with most engaging material at the top
• Constantly update articles with new information and remove duplicates

Sometimes it’s helpful to start with a brainstorming session. Get a pen and paper and jot down ideas for most pressing articles. A good place to start is to look at the pain points of your customers. What types of tickets keep coming in? What types of questions are users asking in your community? This can help you get started.

As a next step, draw out lines to other sub-categories. Again, this depends on your company, user base and product offering. The rule of thumb however is to keep content categories simple and specific. Don’t worry about starting off with a small number of categories. You can always add additional categories and rearrange them. To learn more take a look at Adding categories to your knowledge base

Keep the important stuff at the top

Links that are easy to scan and understand will keep users in reading mode. That’s why it’s a good idea to put these articles at the top of your knowledge base. Think of easy-to read titles that jump out at the user. Include action words in your titles and consider phrasing them as questions.

There is no right or wrong way to title your articles, but here are some suggestions:

• How do I set up my profile?
• What is the return policy?
• How can I submit a complaint?

Try to keep track of comments and positive / negative votes on your articles. Articles with the most activity are getting a lot of hits and should be included at the top of your knowledge base.

Look at what your customers are asking

Your best content can only be determined when you know what type of questions your customers are asking.

An obvious place to start would be your ticket library. What are your customers asking most? Have you or your team members provided great solutions in the past? Don’t let these emails go to waste. Then, head over to your Helprace community. Look at questions asked, ideas suggested, problems raised and praise given by your users.

Helprace has a feature which allows end-users to rate knowledge base articles as “useful” and “not useful”. Based on this data, you can see which articles have the potential to help site visitors and which are just gathering dust, so to speak.

Format your articles properly

It’s estimated than the attention span of online users is averages around 10 seconds. There’s only 24 hours in the day but there’s cat videos to catch up on, movie releases to check out and then there’s work. So keep in mind that capturing your user’s attention is your primary goal and it all starts with how you structure your knowledge base.

• Order your links by difficulty. It’s a good idea to start off with short, generic phrases and get more specific down the list. This works not only for structuring articles but structuring your knowledge base links, too.
• Remember who you’re writing to and what their reading habits may be. For example, if you’re writing many technical articles with the same keywords, you may want to set up a specific tag structure and a corresponding search guide to help your users find what they're looking for.
• Create engaging content. When you’re finished setting up your content, give it a test-run. Ask others if they would read the whole piece or stop mid-way. Can you improve your content any?

For more information about formatting your knowledge base articles, take a look at Formatting knowledge base articles

Connect your articles with links and tags

Helprace allows you to keep content interconnected with tags. Since search strings and the Related Articles sidebar in your Helprace work off tags, it’s imperative to keep your tags organized and up-to-date. Properly tagged articles will also show up in your community and feedback widget as search suggestions.

Remember, you can always choose to keep certain articles Unpublished to hide them from public view. You can also create a private, staff-only knowledge base for internal use.

Revisit your knowledge base periodically

The work doesn’t end when you hit Upload!

It may seem obvious, but many articles I’ve come across do a lot of assuming that the end-user understands everything. Articles mentioning certain integrations don’t link supporting documentation. Other articles give instructions to “set up your profile” without proper, step by step instructions with screenshots. Create a process to re-visit your articles after a certain time and update them with relevant information.

As a parting note…

It might be tempting to take an article from your internal database and plop it right into your community for everyone to see, but don’t fall for this trap. Before you hit Upload, check the language, tone and length of your article. Finally, ask yourself the all-important question: Will your customer want to submit a request after reading this?

The email sending process is managed by a rule found in Settings > Rules and Notifications, called "Notify requester about public reply". Disabling it will prevent emails from being sent.

You can also track and update requests through your profile.

Using the user portal

You can submit a ticket using the User Portal. Follow these steps:

1. Go to the home page of your company's User Portal.
2. Click Submit a Request at the top of the search bar. This will bring up a dialog box that will allow you to send a message to a support agent.
3. Type in your subject and the issue in the message box. As you start typing in the message body, a list of suggested questions, ideas, problems and praise will appear. By clicking on the suggested link, a new window will appear with the discussion, so that you don't lose the message you've been working on.
4. Add your attachments. File size limit is 20 MB. There is no limit in number of attachments and combined size of these attachments.
5. If you're not logged in, type your email. Agent's response will be sent there.
6. Click Send

Using the feedback tab

The feedback tab (also known as the feedback widget), has the same tab above the search bar titled Submit a Request.

1. Locate and click the feedback tab
2. Click Submit a Request in the window that pops up
3. Type in the title, message body and add any attachments
4. Click Send.

Using email

To create a new ticket using email, follow these steps:

1. Open your email box or program
2. Enter the email address of support. In many cases it will be support@company.helprace.com but check with the company you're trying to reach.
3. Enter the subject and body of your message. Send your message.
4. You can update an existing support request by simply replying to your email notification of a reply to your ticket, as shown below.

Point to the   Wrench and select Spaces. Click on your space.

Public restrictions

"No Restrictions" makes the space public, while "Staff & Registered Users" requires users to register to view it.

Internal restrictions

You can create a portal accessible only by your team members. This can be done by changing restrictions of a space.

• Select "Staff Only" to give access your team: Agents, Admins and Owners. Whether registered or unregistered, users will not see it.
• Select "Nobody". This is a top-secret space only available to your Admins and Owners.

Custom restrictions

With custom restrictions you can select what Teams, User Groups or Organizations have access to a Space.

Here are some situations where you'd want to restrict your documentation or community around specific individuals.

Registered users

A public community for all registered users (just like Staff & Registered Users).

VIP clients

A community for Tier 3 support agents and certain customers who are VIP.

Beta testers from ACME Organization

A community for all staff as well as all users who belong to the ACME organization.

Beta testers from all Organizations

A community for mid-level agents and all users who belong to Organizations.

Private paid customer forum

A private community for paid customers. All paid customers belong to User Groups.

Billing & refund staff

A community for top management and those with the authority to issue billing & refunds. Owners and Admins will have access to this community by default.

Restrictions are applied with OR logic. If a user's Organization or at least one of the user's User Group has access to a certain space, then the user can access it.

If all fields are blank, then no one will be able to see these spaces except Admins & Owners.

If you want to share tickets within one Organization, you don't need Spaces. Depending on your Organizations settings, your can limit users to their own tickets only, to see all Organization tickets, or collaborate on all Organization tickets.