Setup Wizard
First-time setup guide for new agencies
When your agency is first created, the setup wizard walks you through the essential configuration steps. Completing the wizard ensures your helpdesk is branded, organised, and ready for your team.
Wizard steps
Branding
Upload your agency logo and set your brand colours (primary and accent). These are applied across the entire helpdesk — navigation, buttons, and embedded views — so the product looks like yours.
You can upload separate logos for light and dark mode, or use a single logo that works on both.
Terminology
Choose what to call your tickets. The default is "Tickets", but you can change this to Cases, Requests, Issues, Jobs, or any other term that fits your business.
Set both the singular and plural forms. The plural is auto-suggested as you type but can be overridden.
If you plan to enable CRM Custom Objects, the terminology label becomes the Custom Object name and is permanently locked once confirmed. Choose carefully.
Departments
Create the departments your team is organised into — for example, Support, Sales, Billing, or Technical. Departments control ticket routing and help agents focus on the right queues.
You can add, rename, or remove departments at any time from Settings.
AI configuration
Review the AI settings that help your team work faster. AI features include draft reply suggestions, ticket summarisation, and automatic triage.
AI is auto-enabled when you complete this step. You can adjust or disable individual AI features later in Settings > AI.
Revisiting the wizard
The setup wizard is not a one-time-only experience. You can return to it at any time from Settings to update branding, terminology (if not yet locked), departments, or AI configuration. Each section of the wizard maps to a corresponding page in Settings.