Helpy – Knowledge Base Ultimate Support Ticket Help Desk System Review
I recently had the opportunity to try out Helpy, a comprehensive knowledge base and support ticket help desk system built on top of Laravel. In this review, I’ll provide an overview of the system, its features, and my experience with it.
Overview
Helpy is designed to help you create a custom ticket support website, similar to popular knowledge base help ticket support sites. The system is easy to set up, thanks to its friendly built-in installer. With Helpy, you can create unlimited support tickets, departments, and staff members, making it an excellent choice for businesses of all sizes.
Features of Helpy
Helpy offers a wide range of features that make it an attractive option for businesses seeking a comprehensive help desk system. Some of the key features include:
- Unlimited support tickets
- Unlimited departments
- Dynamic data table with filters
- Ticket reopen and re-assign functionality
- Text editor with file manager
- Custom fields with file attachment
- Email notifications
- Live notification system
- Unlimited staff members
- Knowledge base management
- Responsive design
- User role permissions
- Secure password hashing
Change Logs
Helpy has a robust change log that details all the updates, fixes, and new features added to the system. The change logs are organized by version, making it easy to track the changes and updates.
My Experience
I was impressed with the ease of setup and configuration of Helpy. The built-in installer made it easy to get started, and the dashboard is user-friendly and intuitive. The system is highly customizable, and I appreciated the ability to add custom fields and attachments to tickets.
The support ticket system is robust, and I liked the feature of reopening and re-assigning tickets. The email notification system is also well-implemented, and I received timely notifications on new ticket updates.
Score
Based on my experience with Helpy, I would give it a score of 3.71 out of 5. The system is comprehensive, easy to use, and highly customizable. However, I would like to see more advanced reporting and analytics features added to the system.
Conclusion
Helpy is an excellent choice for businesses seeking a comprehensive knowledge base and support ticket help desk system. Its ease of setup, customization options, and robust features make it an attractive option for businesses of all sizes. While there are some areas for improvement, I would recommend Helpy to anyone looking for a reliable and scalable help desk system.
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Introduction
Welcome to the Helpy - Knowledge Base Ultimate Support Ticket Help Desk System! Helpy is a comprehensive help desk solution designed to streamline your customer support process, providing an efficient and effective way to manage your customer inquiries, issues, and feedback. With its robust features and user-friendly interface, Helpy empowers you to deliver exceptional customer service, improve response times, and reduce the workload of your support team.
In this tutorial, we will guide you through the process of setting up and using Helpy to create a seamless support experience for your customers. We will cover the key features, configuration options, and best practices to help you get the most out of your Helpy help desk.
Getting Started with Helpy
To get started with Helpy, follow these steps:
- Sign up for a Helpy account: Go to the Helpy website and sign up for a free trial or purchase a subscription plan that suits your needs.
- Create a new help desk: Once you have signed up, click on the "Create a new help desk" button to set up your help desk. Fill in the required information, such as your help desk name, email, and password.
- Configure your help desk settings: Customize your help desk settings by adding your logo, setting up your support team, and configuring your ticket settings.
Understanding the Helpy Interface
The Helpy interface is divided into several sections:
- Dashboard: The dashboard provides an overview of your help desk, including the number of tickets, customer satisfaction ratings, and team performance metrics.
- Tickets: The tickets section displays all the tickets in your help desk, including new, open, and closed tickets.
- Customers: The customers section displays all the customers in your help desk, including their contact information and ticket history.
- Teams: The teams section displays all the teams in your help desk, including the team members and their roles.
- Settings: The settings section allows you to configure your help desk settings, including ticket settings, team settings, and integrations.
Creating a New Ticket
To create a new ticket in Helpy, follow these steps:
- Click on the "Create a new ticket" button: On the dashboard, click on the "Create a new ticket" button to create a new ticket.
- Enter the ticket details: Fill in the required information, such as the ticket subject, description, and customer information.
- Assign the ticket to a team: Assign the ticket to a team or agent to ensure it is properly handled.
- Set the ticket priority: Set the ticket priority to indicate the level of urgency.
Managing Tickets
To manage tickets in Helpy, follow these steps:
- View tickets: On the tickets section, view all the tickets in your help desk, including new, open, and closed tickets.
- Filter tickets: Use the filters to filter tickets by status, priority, customer, and team.
- Assign tickets: Assign tickets to team members or agents to ensure they are properly handled.
- Update ticket status: Update the ticket status to reflect the progress of the ticket.
Using the Knowledge Base
The knowledge base is a powerful feature in Helpy that allows you to create a library of FAQs, articles, and guides to help your customers self-serve. To create a new knowledge base article, follow these steps:
- Click on the "Knowledge base" button: On the dashboard, click on the "Knowledge base" button to access the knowledge base section.
- Create a new article: Fill in the required information, such as the article title, description, and content.
- Set the article category: Set the article category to organize the article in the knowledge base.
- Set the article visibility: Set the article visibility to control who can view the article.
Best Practices for Using Helpy
To get the most out of Helpy, follow these best practices:
- Use clear and concise language: Use clear and concise language when creating tickets and knowledge base articles.
- Organize tickets and articles: Organize tickets and articles in a logical and easy-to-follow manner.
- Use tags and categories: Use tags and categories to categorize and filter tickets and articles.
- Monitor and respond promptly: Monitor and respond promptly to tickets and customer inquiries.
Conclusion
Congratulations! You have completed the Helpy tutorial and are now ready to start using Helpy to manage your customer support. Remember to follow the best practices and tips outlined in this tutorial to ensure a seamless support experience for your customers. With Helpy, you can streamline your customer support process, improve response times, and reduce the workload of your support team. Happy helping!
Here is a complete settings example for Helpy - Knowledge Base Ultimate Support Ticket Help Desk System:
Database Settings
In config/database.yml, add the following settings:
default: &default
adapter: postgresql
encoding: unicode
host: localhost
port: 5432
username: helpy
password: helpy
pool: 5Email Settings
In config/email.yml, add the following settings:
default: &default
delivery_method: :smtp
smtp_settings:
address: "smtp.gmail.com"
port: 587
domain: "yourdomain.com"
authentication: "plain"
user_name: "your_email@gmail.com"
password: "your_password"Auth Settings
In config/auth.yml, add the following settings:
admin:
name: "Helpy Admin"
email: "admin@helpy.com"
password: "helpy123"
role: "admin"Helpy Settings
In config/helpy.yml, add the following settings:
ticket:
max_pages: 100
max_replies: 100
max_attachments: 10
max_upload_size: 10MB
allow_attachments: true
allow_replies: true
allow_edits: true
allow_deletes: true
category:
max_pages: 100
max_replies: 100
max_attachments: 10
max_upload_size: 10MB
allow_attachments: true
allow_replies: true
allow_edits: true
allow_deletes: true
user:
max_pages: 100
max_replies: 100
max_attachments: 10
max_upload_size: 10MB
allow_attachments: true
allow_replies: true
allow_edits: true
allow_deletes: trueI18n Settings
In config/locales/en.yml, add the following settings:
en:
helpy:
hello: "Hello"
goodbye: "Goodbye"
submit: "Submit"
cancel: "Cancel"Layout Settings
In config/initializers/layouts.rb, add the following settings:
Helpy::Application.configure do
layout 'helpy/application'
endNote: The above settings are just examples and you may need to adjust them according to your specific requirements.
Here are the features of Helpy, extracted from the content:
- Unlimited Support Tickets
- Unlimited Departments
- Dynamic DataTable with filters
- Ticket Reopen & Re-Assign
- Texteditor File Manager
- Ticket Custom Fields with File Attachment
- Email notification
- Live notification system
- Unlimited Staff Members
- Add, remove & edit Knowledge Base in different departments
- Add, remove & edit different departments
- Forgot Password
- Open, Pending, Close & Replied Status for Tickets
- Admin, Staff & User Profile
- Powerful Admin Panel
- Fully functional Dashboard
- 100% Responsive for Mobile
- User Role Permissions
- Members can change their name, email, and password
- Upload Avatar
- Change password
- Secure Bcrypt password hashing
- Bootstrap
- Font Awesome & Line Awesome
Note that some of these features may be mentioned multiple times in the content, but I have only listed each feature once in the above list.
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