Getting Started with iiHelpdesk

This guide covers the first steps after your iiHelpdesk instance is provisioned.

1. Log in and set your support defaults

Use the credentials sent by your onboarding contact to log in, then set your default priorities, categories, and departments under Settings → Ticket Fields — these are what AI-assisted triage suggests against, so it’s worth naming them the way your team actually talks about issues.

2. Decide how tickets come in

Choose whether customers submit tickets through the public form, email piping, or both, under Settings → Channels. If you enable email piping, inbound support email is automatically converted into tickets instead of sitting in an inbox.

3. Seed your knowledge base

Add a handful of articles for your most-asked questions under Knowledge Base → Articles before launch. Even five or six solid articles start deflecting repeat tickets from day one — you don’t need a complete library to see the benefit.

4. Invite your team

Add agents under Settings → Users and assign roles so each person sees only the departments and permissions relevant to them.

Next steps

Once your team and knowledge base are set up, head to the iiHelpdesk product page for a full feature list, or contact us if you need help with data migration or custom field configuration.