Answered Questions: General | Helprace Support

Customize Submit As options

Scott Baker — Wed, 21 Jul 2021 15:24:36 +0000

I'm just getting Helprace set up, and I'm wondering if there's a way to customize the "Submit As" options. Currently, I just see Open, Pending, On Hold and Solved. These are essentially ticket status, and I want to add additional options (Awaiting Approval, Awaiting Purchase, Awaiting Delivery, etc.). Is this possible? Thank you!

replying as agent email

Abdullahalaa995 — Mon, 15 Jul 2019 06:19:13 +0000

hi, im working with a group of colleagues on one email group

-a customer would send a request to the email group

- one of us would reply and answer the customer from their work mails

now I want to use helprace to better manage the tickets and spread them out evenly, iv come across an issue, where if one of the agents (my colleagues) would reply , the customer will receive an answer from the group email ,

how can we have that when each agent replies, the customer will receive the email from the agent's work mail

thanks

Is it possible to login via link

Teemu Pallaskari — Wed, 29 May 2019 06:46:12 +0000

Is it possible to login to helprace from our app using jwt link?

We have a web app with multiple domains and we would need to allow our users to log in to Helprace with their credentials for our app. Problem is that in Helprace settings there is room for only one login address.

With our previous help system, we created a same kind of link that is used after successful SSO login, and redirected user to helpsystem using that link. That way our user only had to login to our system.

Is this kind of thing possible with Helprace?

Teams and Groups

C Montagner — Wed, 13 Mar 2019 15:12:59 +0000

I'm pretty "new" on this site, Since I'm having a lot of problem creating a group for my company, I just wanna ask what's the difference between Teams and Groups, what advantages does Team have instead of group?

How to filter in the ticket box depending on where it came from.

Hodaka Kato — Mon, 28 Jan 2019 10:07:14 +0000

Hi, I'd like to know how to filter in the ticket box depending on where it came from. I manage 4 websites and each websites integrate with Helprace. So I'd like to sort out in the main ticket box by filtering tickets.

Example

Ticket from A@gmail.com ⇒ box1
Ticket from B@gmail.com ⇒ box2
Ticket from C@gmail.com ⇒ box3
Ticket from D@gmail.com ⇒ box4

I've read this guide but I didn't find what I want to know.

https://support.helprace.com/i91-searching-tickets-and-setting-up-filters

Thanks

404 when obtaining topic data

Bruno Camarini — Tue, 08 Jan 2019 11:33:35 +0000

Hi,

I don't know if that's the right place, but I can't get a topic data through your API. It returns a 404 error.

Here's the URL via Ajax (jQuery):
https://contaazul.helprace.com/api/v1/topics/1790.

Here is the original topic:
https://ideias.contaazul.com/i1790-perfil-de-acesso-customizar-o-controle-de-acesso-por-perfis-de-usu%C3%A1rio

What I'm doing wrong?

Thanks in advance.

SSO workflow

Openside — Tue, 24 Jul 2018 10:49:51 +0000

Im digging deeper into the SSO integration with wordpress (using your plugin) and have following question:

We will have people who create their logins directly with our helprace community first and will not have a wordpress account, but then later will become our customer at which point they will create an account on our wordpress site.

At that point, I want to be able to connect that wordpress user with his account in helprace community by updating their `external_id` in helprace by searching for their account via their email address. Is that possible to do on an update via api?

At that point, would the user be forced to use the SSO login option to login? or could they use their previously created helprace login?

For new users on our wordpress site that don't exist in our helprace community, we plan to perform a create via the api to add them to helprace. Is it possible to also send their password so that they can login directly into helprace and not have to click on the SSO icon to login?

Also. would it be possible to update their password via the api?

Optional SSO?

Openside — Mon, 16 Jul 2018 08:00:43 +0000

If I enable SSO so that I allow users to login via my website (wordpress based) does it force all users to go through my wordpress site? Or can some people register/login directly with the helprace site that don't have accounts in my wordpress site?

Locked out of admin panel because of issues with domain

Noble Obodum — Wed, 11 Jul 2018 13:28:30 +0000

I am having issues with my domain adventistsconnect.tk and so I cannot access my admin panel for Helprace (which is at support.adventistsconnect.tk). Is there any way I can get back to it? I am trying to visit the original address, adventistsconnect.helprace.com, but it keeps on redirecting me to the subdomain I made.

Is it possible that you guys could reset it to adventistsconnect.helprace.com? Then I could make all the necessary changes.

Really need to get out of this. :(

What does mean "merge into ticket in back"?

Matthias Basler — Wed, 04 Jul 2018 13:17:08 +0000

The current merge confirmation dialog prints "Confirm merge into ticket in back. [...]"

We have no idea what is meant with "in back". Is this a mistake?

Please use a more understandable text and please make it more clear which ticket will be closed and which will remain after this action.

Spelling Check in Tickets Reply

Khalid Ibrawish — Fri, 29 Jun 2018 11:28:55 +0000

When we are writing a reply to a support ticket the spelling checks the words and underline it with red line if it is not correct and when you press on Right mouse click to see the suggestion the system pop-up menu displayed instead, is there any way to enable it ?

Is it possible to access activity through API?

Joaquim Torres — Fri, 27 Apr 2018 14:39:04 +0000

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

Megan Neal — Fri, 19 Jan 2018 14:21:50 +0000

How do I see a list of all uncategorized ideas?

Noam — Fri, 19 Jan 2018 14:21:44 +0000

Change account name (subdomain)

Mark Johnson — Mon, 23 Oct 2017 12:55:27 +0000

Is it possible to change the subdomain in the portal URL?

Auto reply

Nikolas — Mon, 23 Oct 2017 12:56:03 +0000

Is there an auto reply setting? When a customer emails our support mailbox, We would like to send an auto-reply to the customer immediately.

How many comments and replies can be added to a question?

HeChien — Mon, 23 Oct 2017 12:57:47 +0000

I'm developing a program to access Helprace with API, and now I have a question about comments.

How many comments can I comment in a question? Is it unlimited?

Is there a way to reset my Helprace account?

Jon — Wed, 01 Nov 2017 19:21:41 +0000

I am currently testing connecting to a test server for single sign on authentication. I am passing in an external_id because my users can change their passwords.

When I'm ready to go live, is there a way to reset my site so the external_id's from my test server vs my live server don't clobber and combine emails together?

Separate feedback / community platform for internal users and external users

Fujimotojohn — Wed, 28 Dec 2016 10:25:38 +0000

I am looking to implement a feedback system/ community for our system that we use internally at our company. However, we would be releasing this to the public soon. Is there a way to create a separate feedback / community platform for internal users and external users? But under my account so it would be easy to manage?

Is it possible to suspend a ticket? Or block certain email addresses?

Gunnsteinn Hall — Thu, 25 Aug 2016 13:02:22 +0000

We get a lot of email to our support email address, some of which are questions from users, but also all sorts of other stuff that should not show up as tickets.

It would be great if there was a way to suspend tickets and the system would learn to suspend tickets from that email address automatically.

Is there any way to achieve this right now?