Basic Configuration

Configure your Helpwave environment to match your organization's needs. This guide covers the essential settings to get your help desk up and running effectively.

General Settings

• Company name and branding
• Default language and timezone
• Business hours and holidays
• Email notification preferences

Team Configuration

Set up your team structure:

1. Create departments and teams
2. Define roles and permissions
3. Set up approval workflows
4. Configure team member notifications

Channel Setup

Configure your support channels:

• Email integration setup
• Live chat configuration
• Social media channel integration
• Knowledge base settings

Automation Rules

Set up basic automation:

• Ticket assignment rules
• Auto-responder settings
• SLA policies
• Priority rules

Templates and Macros

Create standard responses:

• Email templates
• Canned responses
• Ticket templates
• Custom fields

Integration Settings

• CRM integration
• Analytics tools
• Third-party apps
• API configuration

Reporting Setup

Configure your reporting dashboard:

• Custom dashboard layouts
• Key metrics and KPIs
• Scheduled reports
• Team performance metrics