Getting started

Learn the Core workspace, support terminology and everyday routines. Follow practical onboarding paths for agents and supervisors, with links to administrative setup.

34 articles · 5 sections

Get an email when new articles are published.

Sections

Client Surveys

Articles pertaining to customer surveys including both scheduled and satisfaction surveys.

4 articles

Messaging and Notifications

How to message and notify internal and community users,

7 articles

Templates

This container contains all information related to templates including how to build your canned responses.

8 articles

Email

How to send email into Supportbench.

6 articles

Administration

This container holds articles on the administrative functions and settings of the system. It includes guides for user management, security settings, system configurations, and other administrative tasks.

9 articles

Articles

Start your day and keep support work moving Connect support and account teams with HubSpot synchronization Practice KCS: turn support work into trusted, reusable knowledge Use the Dashboard to understand support workload, service and knowledge Sign in to Supportbench with Microsoft as an agent or customer Review billing, invoices and subscription changes Send a conditional case-creation webhook from a Workflow Record a planned absence and arrange support coverage 📩 How to Set Up Email-to-Ticket Automation in Supportbench (Step-by-Step Guide) Use customer sentiment to guide thoughtful support follow-up Run a proactive B2B support review and turn warning signs into owned actions Optimizing Knowledge Management: Article Creation and Submission in Supportbench Sign in to your customer portal: password, Microsoft, Google and recovery steps Add agent capacity and onboard teammates with the right billing checks Find and export account audit events Strengthening Security with Account Authentication in Supportbench Optimizing Customer Engagement with the Supportbench Chat Unlocking the Power of the Supportbench Dashboard Send useful SMS notifications from a case workflow Create a hashtag workflow with predictable matching and routing Configure working hours, SLA calendars and assignment availability correctly Configure AI policies and case assistance Use Company Co-Pilot to prepare customer reviews and evidence-based next actions Use Case Co-Pilot to understand a case and prepare a verified response Authenticate Supportbench email: SPF, bounce domains, DKIM and delivery checks Set up your agent workspace for focused B2B case work Organize multi-department B2B support with Divisions, teams, roles and queues Configure agent statuses Design, assign and verify agent roles for a B2B support team Export a case list for an account review or operational handoff Send a case to Trash and understand closure, ownership and purge consequences Delete a Contact deliberately and understand the history that remains Deactivate or delete an agent while preserving support coverage Use Divisions to organize support work, defaults and deliberate access