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.

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

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.

This release introduces a Trash folder for topics and articles, a warning for missing attachments in ticket replies, and several interface improvements for faster support operations.

Trash Folder for Topics & Articles

Knowledge base articles and community posts now support a soft-delete mechanism via a Trash section.

• Use the Trash action from the menu of an article, post, or category
• Bulk action also available in list views
• Items in Trash are retained for 30 days
• Admins and Owners can restore or permanently delete them
• Auto-deletion occurs after 30 days

Attachment Reminder for Tickets

Agents are alerted when a reply mentions an attachment but none is added:

• Triggers when words like attached, attachment, etc. are detected
• Attach File action is highlighted in red
• The paperclip icon near Submit is also underlined

This helps avoid missing file errors and improves response quality.

“Mark as Spam” Moved to Toolbar

The Mark as Spam action is now directly accessible in the ticket toolbar. One click is enough to send a ticket to Spam.

Organization Column in User List

The admin Users list now shows each user's Organization. No need to open profiles to check which company they belong to.

We’ve released two new admin features to help your team gather better feedback and manage content more effectively.

Require Comment on Negative Satisfaction Ratings

You can now require customers to leave a comment when selecting a negative satisfaction rating on a ticket.

How to enable:

1. Go to Settings > Tickets > Customer Satisfaction
2. Check:
   • Offer end-users the ability to rate their customer service experience on a ticket
   • Make the comment field required if a bad ticket rating is set

Once enabled, users will be prompted to leave a comment if they select a "Bad" rating. The ticket won’t be submitted without it.

This helps your team understand why a rating was low and respond more effectively.

Export Full Community and Knowledge Base Data

You can now export your entire Community and Knowledge Base dataset, including:

• Community Topics
• Community Topic Votes
• Community Replies and Comments
• Votes on Replies and Comments
• User and Agent Data

To use: Go to Admin > Integrations > Export, select the data types to include, and click Save.

You’ll receive a .zip file via email when the export is complete.

Both features are available to all Helprace accounts immediately.

Let us know what you think or leave your suggestions in our Idea Portal!

I would like to build my own reports using Tableau or PowerBI to show productivity by user/ agent.

  If integrating markup is complex, it would help to have some keyboard shortcuts for developers, like one for "{ } code". To name a few:

• inline code
• clear format
• paste without format (usually CRTL-SHIFT-V)
• insert/edit code sample

Without a doubt it is a very good option.

Is there a way around this or do we need to use some kind of custom field to import this data :-(

Goals: 

Provide users a way to request a new item OR submit a claim/complaint about an existing item. Two paths for two different concerns. 

This is not evident. Can it be accomplished?

It seems the Helprace API does not have any information about the rating customers provided, or does it?

We would also need a webhook alert - either via "ticket_updated" or new event related to satisfaction rating.

It is great the Satisfaction ratings has been introduced:
https://support.helprace.com/i332-introducing-customer-satisfaction-ratings
https://support.helprace.com/i328-enabling-and-customizing-customer-satisfaction-ratings
but please add it to the APIs: https://helprace.com/developers/api/!

Forward ticket or ticket reply

You have a choice of forwarding the entire ticket, or an individual ticket reply, to a specified email address or user in your Helprace.   

Learn more here

New ticket from reply

As an alternative to forwarding a reply, you can create a new ticket from a reply. Useful if you want to deal with an issue in a new ticket, while preserving ownership.

Select "New Ticket" from the  menu beside the desired reply.

Change requester email & mailbox easily

Easily change the requester (ticket recipient) email just below the ticket subject. You can see the mailbox that the ticket came to, and change it if you need to, which will send your reply from that address.

Collapsible email headers

No more guessing where an email came from, or missing out on crucial data about the origin (and destination) of an email. Click the envelope icon or the chevron by the name of the user to see all the necessary ticket data, including the destination mailbox, From, Reply-To, To, CC, BCC and Subject.

Search helper

We have added a useful search assistant what allows you to find what you're looking for. When searching tickets, simply click on the required field to set it. Hover for a sample query.

Unpublished status for Updates

We made it easier to collaborate on your updates behind the scenes (see Updates channel). Now you can save your updates as unpublished and publish at a later date.

Change publish date for Updates and Knowledge Base

In addition, you can choose a publish date after you publish initially, preserving an older or setting new publish date. This can be done for both the Updates channel or your Knowledge Base.

Speed, general improvements :)

As always, we performed a long laundry list of tweaks and fixes so that Helprace is at its best!

Forwarding a ticket

Select "Forward" from the  menu above the ticket:

Forwarding a ticket reply

Select "Forward" from the  menu beside the desired reply:

Enter the email address of the person you'd like to forward to. Start typing a name or email to see suggestions and pick from list. You can also add CCs to your message.

The forwarded message will include all attachments and formatting as specified in the ticket, or ticket reply.

The requester (or original CCs) will not get any notification that their messages were forwarded.