Ticketing: setup guide for admins
Helpfruit Ticketing helps your team manage customer support work in one place. You can receive support requests, send a first reply automatically, organise tickets by status and type, assign work to teammates, and respond from within Helpfruit.
In this article...
What Ticketing does
Ticketing gives your team a shared place to manage support requests. Ticketing includes:
- rapid setup for ticket types, statuses, priorities, and SLA policies - use our defaults or customise to suit
- a ticketing email address for creating tickets by email
- multiple ticket views, including Board, Table, Agent, Inbox, and Calendar
- ticket assignment, comments, history, and customer records
- Helpfuit-powered auto-response to first contact, and drafting subsequent messages
- optional AI processing for analysing tickets and comments
Before you start
Before setting up Ticketing, make sure you:
- have admin access to the Helpfruit portal
- have a standard or premium Helpfruit plan
- know which team members should receive and manage tickets
Set up Ticketing
Enable Ticketing
- In the Helpfruit portal, open Configuration > Ticketing.
- Turn on Enable ticketing system.
- If prompted, select Create Default Ticketing Setup to create the default ticket types, statuses, and priorities.
This gives you a starting configuration that you can customise later.
Set up email
Your ticketing configuration includes a unique ticketing email address. Customers or staff can use this address to create support tickets by email.
- Go to the Email setup section.
- Copy your ticketing email address.
- Optional: enter an Organization name for emails.
- Select Save.
The organisation name appears in outgoing ticket emails. If left blank, Helpfruit uses your company name.
Auto-forward emails to create tickets
You can set up auto-forwarding rules in your support inbox to route support emails to your ticketing address, once you have set up and tested ticketing. This means you don't have to change your existing support e-mail address to work with Helpfruit ticketing.
Custom e-mail address
You can also set up a custom e-mail address - click Customise to set this up.
Review core ticket settings
From the Ticketing configuration screen, review and complete these sections:
Ticket types
Categories such as support question or bug report
Default email ticket type
The default type for tickets created by email
Ticket statuses
Workflow stages such as New, In Progress, Pending Customer, Resolved, and Closed.
- Each status can be assigned a colour and icon, and optionally can be set as a start or terminal status (beginning or end of a workflow)
- You can also specify allowed transitions - the statuses this status can transition to. This affects the ability to drag and drop cards in the Board view.
Ticket priorities
Urgency levels for triage and reporting
SLA policies
Service targets for response and resolution
All of these settings are fully configurable to suit your organisation.
Set up AI processing
Ticketing includes an AI processing option. Access this via Configuration > Ticketing
When AI processing is enabled, AI can analyse new tickets and comments and the ability to change these fields:
- status
- priority
- type
- assignee
You can use the default prompt or customise to suit.
Enable AI processing
- Go to Configuration > Ticketing.
- Open AI processing configuration.
- Turn on Enable AI processing.
- Enter or review the Processing prompt.
- Select Validate prompt.
- Select Save configuration.
You can also select Use default prompt to start from the default AI instructions.
Important: Review AI-generated changes before relying on them in live workflows.
User roles
Use roles to control who can configure Ticketing and who can work on tickets.
| Role | Access |
|---|---|
| Admin | Can manage ticket configuration and manage tickets |
| Agent Admin | Can manage ticket configuration and manage tickets. This is a combined live chat and ticket admin role. |
| Ticket Agent | Can view and edit tickets |
When to use each role
- Use Admin for platform or product administrators.
- Use Agent Admin for people who manage Ticketing.
- Use Ticket Agent for team members who handle tickets but do not need to change Ticketing configuration.
Roll out ticketing
After you finish the initial set-up, test your configuration before rolling it out more widely.
Recommended minimum checks
- create a test ticket by email
- create a test ticket directly in Ticketing
- confirm the default email ticket type is correct
- check that statuses and allowed transitions match your workflow
- confirm the right team members can view and manage tickets
- test AI processing with a safe prompt before using it in production