Sign Up and Workspace Creation Begin by signing up for HelpSpace and creating your workspace. The first user becomes the Superadmin, who has full configuration rights.
Language and Locale Setup Choose your preferred language from a wide selection, including English, Arabic, German, French, and more.
User and Role Configuration Add team members and assign roles such as Admin, Team Agent, Author, or Superadmin. Each role has specific permissions for tickets, docs, tasks, and settings.
Team Structuring Create teams to organize support agents by department or function. Assign tickets to specific teams for better accountability and workflow.
Tag and Category Setup Configure tags to categorize tickets, tasks, and documentation. This helps streamline sorting and automation.
Channel Configuration Set up email channels, widgets, and integrations (e.g., Slack, Shopify, Zapier) to start receiving customer inquiries.
Docs and Help Center Setup Build your self-service knowledge base using HelpSpace Docs. Choose from Help Center, Documentation, or Blog formats. Customize design, language, and visibility settings.
Automation and Customization Enable auto-replies, configure workflows, and set up custom fields to tailor the platform to your business needs.
Training and Onboarding Use HelpSpace’s support playbook and internal notes to onboard your team efficiently.
Go Live Once configured, you can begin handling tickets and customer interactions immediately.
Customisation
Custom Fields You can create custom fields for tickets and contacts to store business-specific data like contract types, order numbers, or internal categories. These fields can be manually filled or auto-synced via API from CRMs, ERPs, or webshops.
Custom Sidebar Embed external data directly into ticket views using the Custom Sidebar. This allows agents to access CRM or e-commerce data without switching tools.
Multilingual Support HelpSpace supports multiple languages, including Arabic, allowing businesses to localize their help centers and ticket responses.
Docs Customization Choose from Help Center, Documentation, or Blog styles. Customize colors, logos, headers, and layout to match your brand identity.
Domain and Visibility Settings Use custom domains for your help center and control visibility settings to make content public or private.
Role-Based Access Control Assign granular permissions to users based on their roles, ensuring secure and efficient team collaboration.
Integration Flexibility HelpSpace integrates with tools like Slack, Shopify, Zapier, and CentralStationCRM. You can also use its open API and webhooks to build custom workflows.
Automation Tools No-code automation features allow you to create workflows that fit your support process, such as auto-tagging, ticket routing, and response templates.
Widget Customization The HelpSpace widget can be embedded into websites or apps and styled to match your branding, including placement, colors, and behavior.
Additional Costs
Additional Email Channel: $10/month
Additional Task Board: $10/month
Additional Docs Site: $15/month
Training
Support Playbook: A comprehensive onboarding guide that includes workflows, ticket handling steps, escalation paths, tone guidelines, and message templates. It’s designed to help both new and experienced agents maintain consistency and efficiency.
Help Center & Support Articles: The HelpSpace Support Center offers detailed articles on workspace setup, user roles, channel configuration, automation rules, integrations, and more.
Concierge Onboarding: Available with the Business plan, this service provides personalized assistance during setup, ideal for larger teams or complex environments.
Blog Resources: HelpSpace regularly publishes best practices, tutorials, and case studies to help teams improve their support strategies and use the platform effectively.
Demo Calls: Businesses can book demo sessions for guided walkthroughs and tailored advice.
Security Measures
Hosting & Infrastructure: Hosted in high-security data centers in the European Union, compliant with ISO 27001 (information security) and ISO 9001 (quality management) certifications.
GDPR Compliance: Fully compliant with EU-GDPR regulations. Businesses can sign a Data Processing Agreement (DPA) to formalize data handling practices.
SSL Encryption: All Docs sites are secured with SSL certificates, ensuring encrypted data transmission.
Two-Factor Authentication (2FA): Adds an extra layer of login security for user accounts.
Penetration Testing: Regular security audits and penetration tests are conducted to identify and fix vulnerabilities.
Human Verification: A “human check” is triggered if a Docs site receives excessive requests, helping prevent bot attacks.
Data Residency Control: Incoming emails are processed within or outside the EU, depending on workspace creation location, with strict controls on international data transfers.
Updates
Feature enhancements
Security patches
Performance improvements
Bug fixes
Data Ownership and Portability
You own your data: All customer data, ticket history, and documentation created within HelpSpace remain the property of the user or organization.
Data Portability: HelpSpace provides access to your data via its open API, allowing you to export or migrate data as needed.
Data Processing Agreement (DPA): HelpSpace offers a standard DPA that outlines its responsibilities as a data processor. It includes clauses on data handling, retention, and transfer restrictions.
No unauthorized data transfer: HelpSpace commits not to transfer personal data outside the EU without written consent from the data controller.
Scaling Up / Down
Upgrade Options: You can move from the Starter to Team or Business plans at any time. Each tier unlocks more users, email channels, Docs sites, and task boards.
Add-Ons: If you need more resources without changing your base plan, you can purchase add-ons like:
Additional email channels ($10/month)
Extra task boards ($10/month)
More Docs sites ($15/month)
Downgrade or Cancel: You can downgrade or cancel your subscription through your account settings. Changes take effect at the end of the current billing cycle, and there are no penalties for switching plans.
Billing Flexibility: Plans are available on monthly or annual billing cycles, and subscriptions automatically renew unless canceled.
The terms & conditions for contract renewal and cancellation
Automatic Renewal: Subscriptions renew automatically at the end of each billing cycle (monthly or annually) under the same conditions unless canceled by the user or HelpSpace.
Cancellation Process: Users can cancel their subscription at any time via their account settings or by contacting HelpSpace support. Upon cancellation, the service remains active until the end of the paid billing period, ensuring no immediate disruption.
No Setup or Cancellation Fees: There are no additional fees for canceling a subscription. Users are asked to provide feedback when canceling to help HelpSpace improve its services.
Free Trial: HelpSpace offers a 15-day free trial with no payment details required and no automatic renewal, allowing users to test the platform risk-free.
Fee Changes: HelpSpace reserves the right to modify subscription fees, with changes taking effect at the end of the current billing cycle. Users are notified in advance of any pricing updates.
Payment Handling: Payments are processed through Paddle.com, the official merchant of record. HelpSpace does not store payment information directly.
Compliance
GDPR Compliance: HelpSpace is fully compliant with the EU General Data Protection Regulation (GDPR). It offers a Data Processing Agreement (DPA) that outlines its responsibilities as a data processor and ensures lawful data handling.
ISO Certifications:
ISO 27001: Ensures that HelpSpace’s data centers meet internationally recognized standards for information security management.
ISO 9001: Guarantees consistent quality management and reliable operational processes.
SSL Encryption: All Docs sites are automatically secured with SSL certificates, ensuring encrypted data transmission.
Two-Factor Authentication (2FA): Adds an extra layer of login security for user accounts.
Penetration Testing: Regular security audits and penetration tests are conducted to identify and resolve vulnerabilities.
Data Residency Control: HelpSpace ensures that data is processed within the EU unless explicitly authorized by the customer. Incoming emails may be processed inside or outside the EU, depending on the workspace creation location.
