Your first hour

What to do in the first hour, in the order that makes the rest easier. Nothing here needs a card, and you can undo all of it.

Before you start

Your workspace already contains sensible defaults: priorities, ticket categories, business hours, Indian public holidays, four SLA policies, notification templates and a dozen knowledge base articles worth publishing on day one. You are editing a working desk, not building one from nothing.

It also contains clearly labelled sample data so the screens are not empty while you look around. One button under Admin → Company settings removes all of it, and it removes cleanly — no orphaned rows, no half-deleted tickets.

1. Make it look like yours

Admin → Branding. Upload a logo, pick an accent colour and write the one line your staff will see at the top of the help centre.

The colour picker refuses a combination that fails a 4.5:1 contrast check. That is not us being precious: a pale brand colour on white is genuinely unreadable for a lot of people, and the help centre is the page your whole company sees.

2. Invite the people who will answer

Admin → Users → Invite. You are billed for agents — anyone whose role is not "requester" — and everyone else is free and unlimited, so invite generously on the requester side and carefully on the agent side.

An invitation expires after seven days and never carries a password; the person sets their own.

3. Connect the mailbox you already use

This is the step that makes the product real, because it is where your requests actually arrive today. Admin → Mailboxes, then follow the email guide.

Do it early even if you do not switch over yet: nothing is forwarded until you point your mail at it, and having it configured lets you test with one message.

Email to ticket, step by step

4. Set your hours

Admin → SLA and business hours. Response targets are meaningless without them — a four-hour target measured across a weekend is not a commitment, it is a lottery.

The Indian public holiday list is already there for the current year. Add your own closures and regional holidays.

5. Share the help centre link

Your help centre is at https://supportit.in/your-workspace-slug. There is no DNS record to add and no certificate to buy. Send the link to your staff and they can raise a request in about twenty seconds.

What to leave until week two

• Automation rules — wait until you have seen a few hundred real tickets and know what repeats.
• The service catalog — build it from the requests people actually make, not from a guess.
• Custom roles — the system roles cover almost everyone.
• The API — useful, and not urgent.

Questions