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Administration & troubleshooting

Form, Knowledge Base, and Experience Builder options reference

Look up the controls for support forms, article publishing and experience design.

3 min read · HelSup product documentation
On this page
  1. Where to find the controls
  2. Before you begin
  3. Settings reference
  4. Important considerations

Where to find the controls

Settings → System → Ticket Form; Knowledge Base → Articles/Categories/Tags/Menus/Widgets/Themes/Customizer/Home Builder; Experience Builder for launcher, chatbox, effects, and KB presentation.

Before you begin

Ticket fields — Type selects text, textarea, email, number, select, checkbox, file, content, or button behavior; Label is customer-facing; Key is the stable stored identifier; Placeholder shows an example; Help text explains requirements; Required blocks submission when empty; Width controls grid span; Rows changes textarea height; Alignment positions button/content elements; Default value pre-fills supported fields; Min/Max constrain numeric or length values; Options define stored value and displayed label for choice controls; Role visibility limits who sees the field; Sensitive excludes the value from AI and some exports; Conditions show/hide a field based on previous answers. Core Subject and Description fields cannot be removed and retain required rules. KB article — Title and Slug define identity/URL; Status is Draft, Published, or Archived; Visibility Public exposes content while Internal limits it; Publish date schedules visibility; Category and Tags drive navigation/filtering; Featured promotes content; Author records ownership; Excerpt supports cards; SEO title, Meta description, and Canonical tune search metadata; AI access allows retrieval; Citation permission allows the answer to cite it; AI priority influences retrieval weighting; Template seeds structure. Categories use name, slug, parent/level, icon, visibility, SEO title, and meta description. Experience launcher — Position, X/Y offsets, Size, Label, Show label, and Icon control the floating entry point. Chatbox Size and Color mode control the panel. Effects — Open effect, Close effect, Duration, Open trigger, Auto-open delay, and one-time Attention motion control animation. KB presentation — Content width, Article width, Category columns, Hero title, Hero subtitle, and Search placeholder tune layout and copy. Presets/themes replace coordinated values; custom CSS is an advanced final override.

Settings reference

A field option has a machine value and a customer label; changing the value can break existing conditions/report grouping, while changing only the label is safer. Required and hidden conditions must never combine into an impossible form. Sensitive is a data-handling control, not encryption. Internal articles must not be used as public Chat AI evidence. Archived removes an article from normal discovery without deleting it. Canonical should normally be blank unless duplicate URLs exist. Auto-open should use a respectful delay and the attention animation should not loop. Content/article widths are clamped to supported ranges; category columns adapt on smaller screens.

Important considerations

Never ask customers for passwords, full payment-card data, or secrets. Deleting or renaming stable keys can orphan historical meaning and automation conditions. A public article with AI access may be quoted to visitors. Auto-open and heavy animation can violate user expectations or accessibility preferences. Custom CSS can override responsive and focus styles.

Continue learning

Build a ticket form→Write and publish a help article→Choose the right appearance controls→Customize the chat launcher→Choose and configure a KB Theme→

Let’s solve it together.

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LIFETIME PARTNER POLICY

One introduction.
A lifetime of shared growth.

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.

Read our invitation to partners ↗
30%FIRST PURCHASE
20%Every subsequent
purchase & renewal

From recommendation to reward

  1. 01

    Get your personal link

    Sign in to your HelSup customer account and open Partner program to access your referral link.

  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.