Help guides
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Step-by-step guides for Growth Dept Helpdesk, written from the screens you use every day.
148 articles in 17 sections
Start here
The getting started guide
Everything a new agent needs on one page: signing in, the inbox, working a ticket from first read to close, customers, tags, fields, macros, rules, the AI Agent and Haylee, and analytics, with the tutorial videos in place.
Read the guide- 1. A quick tour of Growth Dept Helpdesk
- 2. Skills for Haylee, your AI agent
- 3. Actions for Haylee
- 4. Analytics for AI and automation
- 5. Setting up ticket fields
- 6. Setting up tags
- 7. Creating macros
- 8. Creating rules
- 8 of 11 videos ready
Getting started
Set up a helpdesk, invite your team, sign in and find your way around.
- What Growth Dept Helpdesk is
- Create your helpdesk
- Sign in and fix sign-in problems
- Invite your team and accept an invite
- Roles and what each can do
- Launch checklist for admins
Inbox and tickets
Views, the ticket list, replying, notes, assigning, snoozing, closing and search.
- The inbox: views, the ticket list and the ticket panel
- Work a ticket from first read to close
- Start a new ticket
- Assign tickets to agents and teams
- Priority and urgency
- Internal notes and mentions
Customers
Customer profiles, their tickets and orders, customer fields and merging duplicates.
Email, chat and contact forms
Connect a mailbox, put chat on your store and publish contact forms.
- Connect a Gmail or Google Workspace mailbox
- Forward a support address from any mail provider
- Import older email
- Email signatures
- Email, your store and several mailboxes
- When an email reply is not delivered
Help center
Write articles customers can search before they write to you.
- Create a help center
- Write and organize articles
- Customize your help center
- Contact options on your help center
- Link to or embed your help center
- Help center statistics and tracking
Macros
Saved replies with variables and actions, and how agents apply them.
Rules
Tag, route, reply to and change tickets automatically.
Tags, fields and views
Group tickets with tags, record facts with fields and build queues with views.
Automation and service levels
Flows, order self-service, auto-assignment, auto-merge, SLAs and triage.
- Automation home and connected channels
- Flows: guided answers in chat
- Order self-service in chat
- Article recommendations in chat
- Automatic assignment
- Automatic merging
AI Agent and Haylee
Skills, actions, drafted replies and how Haylee works in your helpdesk.
- How the AI Agent works
- Haylee, Growth Dept's AI agent
- Skills
- Writing skills that work
- Actions and what Haylee may do
- Build an action
Convert: onsite campaigns
Chat messages that open by themselves for the store visitors you choose, with codes, products and A/B tests.
AI Journey: texts, calls and emails through ACR
See and prepare the journeys Growth Dept ACR runs for your store, group customers into segments and read ACR's figures.
Analytics
Live view, support performance, satisfaction, tags, channels and automation reports.
- Analytics overview
- Live view
- Agent performance
- Channel reports
- Voice and SMS reports, and live calls
- Tags report
Shopify and orders
Connect your store, see orders beside each ticket and act on them.
Users, teams and your account
Roles, teams, availability, notifications, business hours and billing.
All 9 articles →Imports, data and developers
Move from Gorgias or Zendesk, export, the REST API, HTTP integrations and privacy.
- Export your data
- The REST API and API keys
- HTTP integrations
- Slack alerts for new tickets
- Connected apps and the app directory
- Audit log
Not available yet
Channels and products we do not offer, and what to use instead.
- What Growth Dept Helpdesk does not offer
- Phone features not built yet
- Texting features not built yet
- Facebook, Instagram, WhatsApp and TikTok
- Outlook and Microsoft 365 mailboxes
- Stores other than Shopify
For developers
Every endpoint of the REST API, with examples, pagination, errors and webhooks.
Open the API reference →Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.