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Set up your support workspace

Set your support identity, invite your team and prepare the channels your customers will use.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

The onboarding wizard is a modal that runs when bootstrap.onboarding.completed is false. Steps: welcome, identity (support name and email), team, tickets (default status and prefix, default ES), email (skippable), KB public slug, AI (skippable), appearance, ready. Optional services can be skipped without blocking tickets.

When to use this

It writes the minimum workspace identity so Inbox, notifications, and the portal have a From name. Skipping email and AI is intentional: HelSup is designed to run without them.

Where to find the controls

It opens automatically after first activation. Restart it from Settings → System → System (Restart onboarding). Routes stay in the SPA; the wizard is a modal over the current hash.

Who can make these changes

The first Support Admin who opens the app. Agents should not be asked to finish onboarding. Additional capability requirements: elegant_support_manage_settings.

Before you begin

Identity maps to company/support fields in Settings → System → General. Ticket prefix and default status map to Tickets settings. KB slug maps to Settings → System → Knowledge Base. Email and AI steps only remind you to configure those catalogs later.

Follow these steps

  1. Read Welcome.
  2. Enter Support name and Support email.
  3. Set a default team name.
  4. Confirm default status and ticket prefix.
  5. Skip Email unless a mailbox is ready.
  6. Set the public KB slug or keep support.
  7. Skip AI unless you have a BYOK key.
  8. Keep Elegant Default or change Appearance later.
  9. Finish.

Settings reference

Support name, Support email, Default team name, Default status, Ticket prefix, Public slug, Skip on optional steps, Continue / Finish.

Example workflow

A shop sets company_name to Nova Support, support_email to help@example.com, prefix ES, skips email and AI, and finishes. Agents can create tickets immediately.

Good practices

You can change every wizard value later in the two-level Settings catalog. Do not hunt for old duplicated Settings tabs; they were removed.

Important considerations

Support email identifies the desk; it does not configure mail delivery. Outbound delivery uses WordPress mail or the configured mailbox transport. IMAP is needed for inbound polling only. Skipping AI leaves normal ticket operations available.

If something does not work

Wizard never appears: onboarding.completed is already true — use Restart onboarding. Save fails: session expired or REST 403; log in again and confirm manage_settings.

Continue learning

Configure a mailbox→Connect an AI provider→General settings→Activate and manage your HelSup license→

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Introduce HelSup to your customers, readers or community. Earn 30% on their first purchase and 20% on every subsequent purchase and renewal throughout their customer lifetime with HelSup.

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From recommendation to reward

  1. 01

    Get your personal link

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  2. 02

    Recommend with confidence

    Share the link in a useful review, tutorial, customer proposal or with your community. Explain your partner relationship.

  3. 03

    Track your commission

    Follow attributed purchases and commission status in your partner dashboard. Eligible commissions are reviewed before payout.

YOUR LINK, IN PRACTICE

What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

For example: “Looking for a customer support solution? Explore HelSup through my partner link: [paste your personal link here].” When an eligible customer purchases through your link, their first purchase earns 30%; later purchases and renewals earn 20%.

Open my partner dashboard →
YOUR CUSTOMER RELATIONSHIP KEEPS WORKING

A $100 first purchase earns $30.
A later $100 purchase or renewal earns $20.

Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

30% first, 20% thereafter. Receive 30% on the customer’s first eligible paid purchase, then 20% on subsequent purchases and renewals throughout that customer’s lifetime on HelSup.

From link to lifetime attribution. The initial referral link is remembered for 30 days in the same browser. Once the referred customer’s first paid purchase is recorded, their partner relationship continues without needing another referral click.

Completed payments. Commission is calculated after discounts and before tax. Free orders and self-referrals do not qualify. Refunds reduce or reverse the associated commission.

Review and payout. Earnings appear as pending until reviewed by HelSup. Payout is processed manually after approval. Contact partner support for payment arrangements.