The Helpdesk is one shared inbox for everything customers send you: AI assistant handoffs, contact form messages, emails to your support address and warranty claims. This article is for support teams who answer those messages and the admins who set them up.
Open Helpdesk in the main menu. Your permissions decide whether you can view it or change its settings.
Work in the inbox
The left list has Messages views (My inbox, Unassigned, All tickets, Snoozed, Closed), Channels views (Warranty claims, AI chat handoffs, Contact form, Email) and one view for each team. Click the plus button to start a New ticket and write to a customer yourself.
Open a ticket to see the conversation. Choose Reply to answer the customer, or Internal note for something only your team sees. The side panel shows the customer, the product, their registered products and other tickets from them.
- Snooze hides a ticket until a time you pick, such as in 3 hours or next Monday, 9:00.
- Close ends the ticket. Use the arrow next to Send for Send and close, or Close without survey when a satisfaction survey doesn't make sense.
- Type
/in an empty reply to insert a macro. - Draft with AI writes a reply from the conversation, your Help Center and your assistant's knowledge. You review it before sending. Turn it on or off in Settings › General.
Warranty claims appear in the same inbox and have their own screens too. See Warranty claims.
Receive support email
Customers keep writing to your own address. You forward it to Veribl and each email becomes a ticket. Replies to your answers land in the same ticket.
- Go to Helpdesk › Settings › Email.
- Enter Your support address, such as [email protected].
- Forward that address to the Veribl address shown on the page. The page has steps for Gmail or Google Workspace, Microsoft 365 or Outlook and Other providers. In Gmail, the confirmation code appears on the page within a minute.
- Click Send test email. The status changes to Receiving email when it arrives.
If the test doesn't arrive, check that forwarding is on and look in your support inbox's spam folder. Received emails lists recent messages and what happened to each. If Email isn't switched on for your account, the page tells you to contact us.
Under Settings › General, Channels also explains where tickets come from: AI chat handoffs (configured in AI Assistant), the contact form on your Help Center, and email.
Organize your team
- Teams (Settings › Teams): group people who handle the same tickets, such as repairs or a language. Each team gets its own view in the inbox.
- Routing (Settings › Routing): rules run top to bottom when a ticket or claim arrives. Each rule has conditions (channel, subject, first message, customer email, product, language, customer country, has a registered product) and actions (Route to team, Assign to person, Set priority, Add tag). Stop processing further rules keeps later rules from running.
- Round robin (Settings › General): spreads new tickets evenly across your team. You can pick who takes turns and set a Ticket capacity so people with enough open tickets are skipped. Tickets your rules already assigned are left alone.
Set reply-time targets
Under Settings › General:
- Office hours: choose a Time zone and opening times for each weekday.
- SLA policies: set targets for first reply, every reply after that, and resolution, in days, hours and minutes. A policy can Only count office hours, so nights and weekends don't count. Policies apply by channel, priority or tag; the first match wins and the default policy covers everything else. Tickets show a countdown and turn red when late.
- Ticket auto-close: closes tickets when the customer hasn't answered your last reply after a number of days. If they write again, it reopens.
Late tickets also send an alert under the bell, to the assignee or to admins when nobody is assigned.
Automatic replies and macros
- Auto-reply (Settings › Auto-reply): customers who write through the contact form or an AI chat handoff get your message right away. You can add a different message for outside office hours. Insert First name, Ticket number or Brand name. Warranty claims keep their own confirmation.
- Macros (Settings › Macros): saved answers. Use Add starter macros to begin with a few common ones, then edit them. Macros can use first name, product, ticket number and brand name.
Customer satisfaction surveys
Settings › CSAT: after a ticket is closed the customer gets one email with a score and an optional comment. Set the Question, the look (Faces, Stars or Numbers), whether to ask for a comment, whether resolved warranty claims are surveyed too, and whether agents can close without a survey. The page shows satisfaction, average score and response rate for the last 30 days.
Reports and notifications
Reports (opened from the Helpdesk) shows total volume, resolved tickets, first response time, resolution time and CSAT for 7, 30 or 90 days, with breakdowns by channel, agent and tag.
Settings › Notifications can play a sound when a customer writes and you're not looking at that ticket. The choice is saved per browser. New tickets, replies, assignments and late tickets also appear under the bell. Settings › General has a switch for the waiting count next to Helpdesk in the menu.
Tip: Start with email forwarding, one default SLA policy and starter macros. That covers most teams.