Team & Workspace

Manage your team, automate workflows, and configure SLAs and customer satisfaction surveys.

Automation

Automation Templates

Get started quickly with pre-built automation templates. Browsing Templates Go to Settings > Automation Click Browse...

Updated Dec 15, 2025

Testing Automation Rules

Test your automation rules before they go live to ensure they work as expected. Using the Test Modal Go to Settings...

Updated Dec 15, 2025

Creating Automation Rules

Automate repetitive tasks in your inbox with workflow rules. Available on: Growth plan and above What is Automation?...

Updated Dec 15, 2025

CSAT

Viewing CSAT Results

Analyze customer satisfaction data to improve your support. CSAT Score Overview Your overall CSAT score appears on...

Updated Dec 15, 2025

Setting Up NPS Surveys

Measure customer loyalty with Net Promoter Score surveys. What is NPS? NPS (Net Promoter Score) measures customer...

Updated Dec 15, 2025

Setting Up CSAT Surveys

Collect customer satisfaction feedback after conversations are resolved. What are CSAT Surveys? CSAT (Customer...

Updated Dec 15, 2025

Brands

Assignment Strategies

Configure how conversations are assigned to agents. Accessing Assignment Settings Go to Settings in the left sidebar...

Updated Dec 15, 2025

Managing Multiple Brands

Support multiple products or companies from one Helplane workspace. What are Brands? Brands let you manage separate...

Updated Dec 15, 2025

Customizing Brand Profile

Set up your brand's identity in Helplane. Accessing Brand Settings Go to Settings in the left sidebar Select Brand...

Updated Dec 15, 2025

Productivity

Keyboard Shortcuts

Navigate Helplane faster with keyboard shortcuts. Viewing All Shortcuts Press ? anywhere in Helplane to open the...

Updated Dec 15, 2025

Ticket Categories

Route conversations to the right team members. What are Categories? Categories group conversations by topic or type...

Updated Dec 15, 2025

Managing Tags

Organize conversations with tags. Tags are available on all plans. What are Tags? Tags are labels you can apply to...

Updated Dec 15, 2025

Using Canned Responses

Save time with pre-written reply templates. What are Canned Responses? Canned responses are saved reply templates...

Updated Dec 15, 2025

SLA

Monitoring SLA Status

Track SLA compliance and respond before deadlines are missed. SLA Status Badges In the conversation list, each...

Updated Dec 15, 2025

Setting Up SLA Policies

Define service level agreements to ensure timely customer support. What are SLA Policies? SLA (Service Level...

Updated Dec 15, 2025

Team

Agent Availability

Manage when agents receive new conversation assignments. Setting Availability Status Agents can be set to Available...

Updated Dec 15, 2025

Managing Roles

Control what team members can access with role-based permissions. Accessing Roles Settings Go to Settings in the...

Updated Dec 15, 2025

Inviting Users

Add team members to your Helplane workspace. Accessing User Settings Go to Settings in the left sidebar Select Users...

Updated Dec 15, 2025