Set up Support Suite by choosing the channels customers can use, routing inbound messages into the inbox, and giving teammates a clear workflow for ownership.
Set up customer support by enabling at least one customer entry point, testing delivery, and giving the team a simple triage process.
Choose entry points
- Enable the Widget Messages module for in-app conversations.
- Enable the Help Center Support inbox for hosted customer requests.
- Forward a public support email into Userorbit.
- Connect selected Slack channels as customer support channels.
Set up the team workflow
- Invite the teammates who will handle support.
- Create a small label set for common request types.
- Configure tiers when account metadata should determine SLA targets.
- Choose email or Slack notifications for new work.
- Create saved views after common queue patterns emerge.
- Test each entry point and reply path before announcing it to customers.
Channels are configured separately and are not automatically enabled when Support Suite becomes available.