Quick Start Guide
Welcome to SimplyTicket! This guide will walk you through setting up your help desk and handling your first customer ticket in under 10 minutes.
1Complete Your Account Setup
After signing up, you'll land on your dashboard. Before inviting team members or receiving tickets, complete these essential setup steps:
Organization Profile
Navigate to Settings → Organization to add your company name, logo, and timezone
Support Email
Configure your support email address to automatically convert incoming emails into tickets
Business Hours
Set your operating hours to accurately calculate SLA response times
2Configure Your Email Channel
The email channel is typically the primary way customers contact you. SimplyTicket provides two options:
Email Forwarding
Quick setup — works with any email provider
Forward emails from your existing support address to your unique SimplyTicket address.
Direct Integration
RecommendedConnect your Google Workspace or Microsoft 365 account for seamless two-way sync.
3Invite Your Team
Navigate to Settings → Team Members and click "Invite Member".
| Role | Access Level |
|---|---|
| Admin | Full access to all settings, billing, and team management |
| Agent | View and respond to tickets, access knowledge base, view reports |
| Limited Agent | Only view and respond to assigned tickets |
4Create Your First Ticket
You can create tickets manually or wait for customer emails to arrive. To create a manual ticket:
- 01Click the "+ New Ticket" button in the top navigation
- 02Enter the customer's email address
- 03Add a subject line and description
- 04Set priority level (Low, Medium, High, Urgent)
- 05Assign to yourself or another agent, then click "Create Ticket"
5Respond to a Ticket
Open any ticket to view its full conversation thread. The response area at the bottom allows you to:
Public Reply
Send a response to the customer with rich text and attachments
Internal Note
Add notes visible only to your team for collaboration
Canned Responses
Use pre-written templates for common questions
Status Update
Change to Open, Pending, Resolved, or Closed
What's Next?
Now that you understand the basics, explore these features: