Assistance — Customer Support

Manage your client support requests in Assistance. Never lose track of a question, an issue, or a promise made to a client.

Assistance is your client support module. Each client request becomes a ticket — a digital case that stays open until the issue is fully resolved.

Why use tickets instead of email? An email can get lost, go unanswered, or be impossible to find three weeks later. A ticket in Assistance has a clear status (Open, In Progress, Resolved), an opening date, and the full conversation history in one place.

What You Can Do in Assistance

  • Receive and respond to client requests from one organised inbox
  • Assign tickets to the right team member
  • Build a knowledge base — help articles so clients can find answers themselves before contacting you

Guide — Reply to a Client Ticket

When a client submits a support request, a ticket is created automatically and you receive a notification.

  1. In the left menu, click Assistance
  2. Click Tickets to see the full list
  3. Tickets are sorted by status: New (no reply yet), In Progress, Resolved
  4. Click on a ticket to open it
  5. Read your client’s initial message at the top of the conversation thread
  6. Type your reply in the field at the bottom and click Send
  7. Update the status: leave it as In Progress if the conversation continues, or set it to Resolved once the issue is fixed

Your client receives your reply by email and can reply directly — their response appears in the same ticket thread.

Guide — Assign a Ticket to a Team Member

If a ticket requires someone else’s expertise:

  1. Open the ticket
  2. In the right sidebar, click the Assigned To field
  3. Type the name of the team member responsible
  4. Click Save

The team member is notified by email that a ticket has been assigned to them.

Guide — Create a Knowledge Base Article

When you notice multiple clients asking the same question, a help article answers it once for everyone:

  1. In Assistance, click Knowledge Base
  2. Click New Article
  3. Give the article a clear, question-based title (e.g. “How do I reset my password?”)
  4. Write the answer in the editor — you can use text, lists, and images
  5. Select the appropriate Category
  6. Click Publish

The article is accessible to your clients through the support portal. Assistance may also suggest it automatically when a client submits a ticket on a similar topic.