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Administration & troubleshooting

System and operational options reference

Look up the purpose of the main administration settings and where to configure them.

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

Open HelSup → Settings. General, Tickets, Inbox, Appearance, and System Status are under System. Roles and Privacy are under Security. Features and License are under Billing. Import / Export is under Other. Use Settings Overview search to locate a specific control.

Before you begin

General — Support name is the sender/business label; Support email is the administrative support address; Default team receives tickets without a channel rule; Default status controls the initial lifecycle state; Ticket prefix produces human-readable identifiers and should remain short and stable; Timezone controls SLA and report boundaries. Inbox — polling interval controls refresh frequency; page size trades initial load for scrolling; default sort and filters define first-open behavior; keyboard shortcuts improve agent speed but may conflict with browser shortcuts. Features — a disabled module stops new execution and hides its navigation while preserving existing records. Roles — assign the least privilege needed for ticket viewing, replying, assignment, deletion, reports, settings, KB, automation, and customer data. Privacy — retention days determine cleanup eligibility; anonymization removes identity while retaining aggregate history; export/erase tools service data-subject requests. Queue — batch size, retry count, backoff, and cron health control background email, automation, indexing, and cleanup. Appearance — Preset applies a complete token set; Color mode pins light/dark or uses the active skin default; Density changes spacing; Primary and Accent color style actions; Font stack accepts system-safe fonts; Logo URL, Compact logo URL, and Favicon URL brand plugin-owned screens; Custom CSS is scoped and rejects scripts/HTML. License — Activate validates a key, Deactivate removes the current entitlement, Refresh status rechecks it without replacing the key.

Settings reference

Save buttons persist the current panel; Reset restores that section only. Apply preset replaces preset-owned appearance tokens, while Save changes persists individual overrides. Export theme downloads a reusable .es-theme.json file. System diagnostic buttons are read-only tests. Run migrations adds or updates tables without dropping them; Rebuild capabilities restores plugin roles; Clear caches invalidates settings/theme/feature/analytics caches; Reindex KB queues search-index work; Copy system report places a support-safe diagnostic snapshot on the clipboard. Feature state “always on” cannot be disabled; “unavailable requirement” means a dependency is missing; “unavailable license” preserves configuration but blocks execution.

Important considerations

Do not shorten retention below contractual or legal requirements. Do not grant settings, deletion, or export capabilities to routine agents. Changing the ticket prefix does not renumber old tickets. Disabling a feature is not data deletion. Custom CSS can impair accessibility even when scripts are blocked. A hard AI spending limit may interrupt AI-assisted workflows.

Continue learning

General settings→Customize the agent workspace appearance→Enable the features included in your plan→Manage agent roles and permissions→Configure privacy and retention→

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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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30%FIRST PURCHASE
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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

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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.