Frequently Asked Questions: General | Helprace Support

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

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

Do my users have to signup to submit a request?

Vic — Fri, 24 Jul 2015 10:28:09 +0000

Is it a requirement for them to sign up?

Need to add a new request type

Cyates — Thu, 02 Apr 2020 16:46:54 +0000

I am attempting to add a second type of request and add different fields to it. I cannot find a path for this in the software.

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?

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 ?

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

David Eilers — Mon, 30 Aug 2021 17:51:53 +0000

We'd like to import ticket history from our old ticketing system, the Api documentation says we are able to edit some more fields that we would be able to usually, but trying to import a ticket with an Id specified causes a 404.

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

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

Do you offer white label solutions

Abdul Kader — Mon, 23 Oct 2017 14:36:51 +0000

Please let me know whether you do White label solutions that we can customize ourselves with our applications and if so what will be your costs.

Voting for topic in the free plan

Tony Paternite — Mon, 05 Oct 2015 09:49:25 +0000

What kind of a voting system for Ideas does the free plan come with. Is it upvote and downvote?

I disabled notifications and am still notified for new tickets; how to turn it off?

Stefan Richter — Fri, 04 Sep 2015 14:58:02 +0000

See here:

Thanks!

Internal ticketing system

Tracie Benefiel — Thu, 15 Oct 2015 12:39:59 +0000

Can the ticketing system be used internally and not for customer inquiries?

Can I embed Helprace onto my site?

Christine Leahy — Wed, 13 Jan 2016 17:04:13 +0000

I'm looking for both the widget popup that signals customers to click the "Ask Question" button which takes you to an embedded heprace dashboard. Is this possible?

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. :(

Ticket sort

Marco Lai — Fri, 19 Jun 2020 08:01:51 +0000

Is it possible to order the tickets so that the closed ones are put at the bottom?

Creating HTML bookmarks from the GUI editor (without entering source editor)

Berry de Jager — Mon, 23 Oct 2017 14:23:52 +0000

Is it possible to create bookmarks (using the source option) in the knowledge base articles? See http://www.w3schools.com/html/html_links.asp

This could be very handy to refer to a section in a certain knowledge base article. I have done this using the [source] editor but it would be handy to have this functionality natively.

What happens when the trial expires?

Kristian Smilenov — Mon, 23 Oct 2017 14:04:37 +0000

I have created an account and activated all features of the platform. What will happen after the 30 days expire?

Is it possible for end user to change language?

Tim Vetrov — Fri, 20 Nov 2015 10:38:09 +0000

I don't see such option in user's options...

Widget tab and a link on the same page

Cvetelin Andreev — Thu, 28 Apr 2016 13:44:49 +0000

I want to have a ChdFeedbackWidget tab and a link on one page. How shoud I make the initialization of the widget in that case?

Can I create FAQ by myself?

Sandra Tinch — Mon, 23 Oct 2017 13:14:46 +0000

While setting up my support portal, is it possible for me to ask and answer FAQs to show up under the category of "Frequently Asked Questions", before clients have to ask, or initiate, these questions themselves?

Import with user data from Userreport

Gunnsteinn Hall — Tue, 23 Aug 2016 15:00:07 +0000

I am migrating from userreport.com. How can I keep the user data (name and email address) in tact with each item? Rather than posting it as me which would be undesirable.

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?