Your first hour

What to do in the first hour, in the order that makes the rest easier. Nothing here needs a card, and you can undo all of it.

Before you start

Your workspace starts with sensible defaults: priorities, ticket categories, auto-categorisation rules, an SLA policy for each priority, canned replies and notification templates. Your working hours, holidays and knowledge-base articles are yours to add. You are editing a working desk, not building one from nothing.

Everything below lives on the Settings page — the last link in the left-hand menu — and the welcome guide at /welcome ticks each step off as you finish it.

1. Make it look like yours

Settings → Help centre branding. Upload a logo and pick an accent colour. Settings → Company Settings holds the name and support address people see.

Pick a colour dark enough for white text on top of it: a pale brand colour on white is unreadable for a lot of people, and the help centre is the page your whole company sees.

2. Invite the people who will answer

Settings → Users → Add user. You are billed for agents — anyone whose role is not "requester" — and everyone else is free and unlimited, so invite generously on the requester side and carefully on the agent side.

You set a starting password when you add someone; then press Send reset email on their page so they choose their own (the link lasts 60 minutes).

3. Connect the mailbox you already use

This is the step that makes the product real, because it is where your requests actually arrive today. Settings → Mailboxes, then follow the email guide.

Do it early even if you do not switch over yet: nothing is forwarded until you point your mail at it, and having it configured lets you test with one message.

Email to ticket, step by step

4. Set your hours

Settings → SLA & Hours. Response targets are meaningless without them — a four-hour target measured across a weekend is not a commitment, it is a lottery.

Add the public holidays you observe, your own closures and any regional holidays on the same page; SLA clocks skip them.

5. Share the help centre link

Your help centre is at https://supportcentral.in/your-workspace-slug. There is no DNS record to add and no certificate to buy. Send the link to your staff and they can raise a request in about twenty seconds.

What to leave until week two

• Automation rules — wait until you have seen a few hundred real tickets and know what repeats.
• The service catalog — build it from the requests people actually make, not from a guess.
• Custom roles — the system roles cover almost everyone.
• The API — useful, and not urgent.

Questions