Essential Support Help Center
Categories
Getting started
New to Essential Support? Start here. These guides walk you through creating your workspace, confirming your email, signing in, and finding your way around so you can take your first ticket within minutes.
Account and security
Manage your personal account and keep it secure. Learn how to update your name and email, set your language and theme, turn on two-factor authentication, manage your sessions, and export or delete your data.
Agents and routing
Add the people who answer tickets and control what they can do. These guides cover inviting agents, choosing roles, editing or removing agents, and routing incoming tickets to the right person automatically.
Tickets and workflows
Everything about handling tickets day to day — replying, using notes and templates, organizing your queue with Now and Later, and automating repetitive work with support hours, auto-close, auto-reply, snooze, and scheduled sends.
AI and automation
Let AI do the busywork. Connect an AI provider, then turn on instant answers that deflect common questions, automatic ticket triage, and AI-assisted replies — all optional and under your control.
Channels
Choose how customers reach you. Set up email intake so messages to your support address become tickets, and add the chat widget to your website or app.
Integrations
Connect Essential Support to your own product and tools. Create API keys, receive webhooks, link customer accounts, add a Contact Support link that opens a ticket from inside your app, and test everything safely in the Sandbox before you go live.
Branding and domains
Make the support experience feel like yours. Set your brand name, logo, colors, and app icons, choose your subdomain, and connect a custom domain.
Billing and plans
Manage your subscription. Learn how the Free and Team plans work, add or remove agent seats, update your payment method, find your invoices, and cancel if you need to.
For your customers
Guides you can share with the people you support — how to open a ticket, track its status, reply, and manage their details in your support portal.
Recently updated
- Set up auto-reply and away mode
Learn how to set up automatic acknowledgment messages for new tickets and configure an away message for when you're out of the office during a specific date range.
- Create and manage API keys
Learn how to create, use, and revoke API keys to let your backend create and read tickets in Essential Support over HTTPS.
- Track and reply to your ticket
Learn how to find, read, and reply to your support tickets in the portal, and understand when you'll receive email notifications about new responses.
- Set up ticket routing
Learn how to automatically assign tickets to agents based on ticket type, either to a single agent or rotating between multiple agents.
- Invite an agent
Invite teammates to your workspace so multiple agents can handle customer tickets. Only owners and admins can add agents, who start with the base Agent role.
- Deactivate or remove an agent
Learn the difference between disabling and deleting agents, and how to use each option from the Agents settings to remove someone from your workspace.