Welcome to Hesk, an excellent tool for improving your customer support!

Below is a short guide to help you get started.

An up-to-date and expanded guide is available at Hesk online Quick Start Guide.

» Step #1: Set up your profile

go to Profile,
set your name and email address.

» Step #2: Configure Hesk

go to Settings,
for a quick start, modify these settings on the "General" tab:

Website title - enter the title of your main website (not your help desk),
Website URL - enter the URL of your main website,
Webmaster email - enter an alternative email address people can contact in case your Hesk database is down
you can come back to the settings page later and explore all the options. To view details about a setting, click the [?]

» Step #3: Add support categories

Go to Categories to add support ticket categories.

You cannot delete the default category, but you can rename it.

» Step #4: Add your support team members

Go to Team to create new support staff accounts.

You can use two user types in Hesk:

Administrators who have full access to all Hesk features
Staff who you can restrict access to categories and features

» Step #5: Useful tools

You can do a lot in the Tools section, for example:

create custom ticket statuses,
add custom input fields to the "Submit a ticket" form,
make public announcements (Service messages),
modify email templates,
ban disruptive customers,
and more.

» Step #6: Create a Knowledgebase

A Knowledgebase is a collection of articles, guides, and answers to frequently asked questions, usually organized in multiple categories.

A clear and comprehensive knowledgebase can drastically reduce the number of support tickets you receive, thereby saving you significant time and effort in the long run.

Go to Knowledgebase to create categories and write articles for your knowledgebase.

» Step #7: Don't repeat yourself

Sometimes several support tickets address the same issues - allowing you to use pre-written ("canned") responses.

To compose canned responses, go to the Templates > Responses page.

Similarly, you can create Templates > Tickets if your staff will be submitting support tickets on the client's behalf, for example, from telephone conversations.

» Step #8: Secure your help desk

Make sure your help desk is as secure as possible by going through the Hesk security checklist.

» Step #9: Stay updated

Hesk regularly receives improvements and bug fixes; make sure you know about them!

for fast notifications, follow Hesk on X
for email notifications, subscribe to our low-volume, zero-spam newsletter

» Step #10: Look professional

Remove "Powered by" links to support Hesk development and make it look more professional.

» Step #11: Too much hassle? Switch to Hesk Cloud for the ultimate experience

Experience the best of Hesk by moving your help desk into the Hesk Cloud:

exclusive advanced modules,
automated updates,
free migration of your existing Hesk tickets and settings,
we take care of maintenance, server setup and optimization, backups, and more!

Click here to learn more about Hesk Cloud

Again, welcome to Hesk, and enjoy using it!

Klemen Stirn
Founder
https://www.hesk.com

You are now part of the Hesk family, and we want to serve you better!

» Rate us

Positive ratings and reviews motivate us to continue developing Hesk. Please take a moment to:

rate or review Hesk at Softaculous
rate or review Hesk at AlternativeTo

» Stay updated

Hesk regularly receives improvements and bug fixes; make sure you know about them!

for fast notifications, follow Hesk on X
for email notifications, subscribe to our low-volume, zero-spam newsletter

» Look professional

Remove "Powered by" links to support Hesk development and make it look more professional.

» Upgrade to Hesk Cloud for the ultimate experience

Experience the best of Hesk by moving your help desk into the Hesk Cloud:

exclusive advanced modules,
automated updates,
free migration of your existing Hesk tickets and settings,
we take care of maintenance, server setup and optimization, backups, and more!

Click here to learn more about Hesk Cloud

Best regards,

Klemen Stirn
Founder
https://www.hesk.com