Welcome to SiteSmith Help Desk

SiteSmith Help Desk is where your team answers customers. Every question that comes in by email or through your request form becomes a ticket. Your agents work those tickets in the agent console, and your customers get a help center where they can read answers, send requests and follow up on them.

The three places you'll work

• Workspace: the Help Desk app in SiteSmith Workspace lists your help desks, shows how busy each one is, and has New help desk, Open agent console and your plan.
• The agent console: each help desk has its own address, like harborandpine.sitesmith.help. The console lives at /agent on that address. This is where you reply to tickets, write knowledge base articles, read reports and change settings.
• The help center: the public site at the same address. Customers search your articles, send a request with Submit a request, and see their tickets under My requests.

The Help Desk home in Workspace. Each desk gets a card with its unsolved tickets and a button to open its console.

Free and paid plans

Every account gets SiteSmith Help Desk Free. It includes a help desk, a few agent seats, a monthly ticket allowance, the help center and knowledge base, triggers, SLA policies and reports. Pro and Business raise the limits, add custom domains like support.yourcompany.com, and remove the SiteSmith credit from your help center. Open Plan on the Help Desk home to see your exact limits and what you've used this month.

What this course covers

1. Getting started: how tickets move, creating a desk and finding the console.
2. Working tickets: the inbox, replies and notes, macros, escalating and merging.
3. Help center and knowledge base: articles, the request form and the ways customers reach you.
4. Automate, set up and measure: macros, triggers, automations, SLA policies, your team and reports.

The examples follow Harbor & Pine Coffee, a small roaster that sells subscriptions online and wholesale to cafes. Their desk is called Harbor & Pine Support.