Helpy

Helpy is a modern open-source helpdesk platform that helps companies efficiently manage customer inquiries. The system provides a complete set of tools for building a professional helpdesk: from ticketing system to knowledge base and community forums.

Key Features and Benefits

• Ticketing System. Full-featured ticket management with support for priorities, statuses, agent assignment, and workflow automation.
• Knowledge Base. Create and organize help articles, FAQs, and documentation for customer self-service, reducing support load.
• Community Forums. Built-in forums for user communication, experience sharing, and peer-to-peer support.
• Multi-channel Support. Accept inquiries via email, web forms, and other channels with centralized processing in a unified system.
• Email Integration. Automatic ticket creation from incoming emails and notification delivery to customers.
• Flexible Configuration. Customize interface, ticket fields, workflows, and notifications to match your organization’s needs.
• Analytics and Reports. Built-in tools for analyzing support team performance and service quality assessment.
• Multi-language Support. Support for multiple languages to work with international audiences.

1. Make sure you have a DNS zone to host the DNS record for accessing Helpy.
2. Create a secret in Yandex Lockbox to store the database password. The secret must contain a password key with the password value.
3. Create a service account with the roles compute.editor, iam.serviceAccounts.admin, resource-manager.admin, certificate-manager.editor, lockbox.payloadViewer, vpc.admin, dns.editor, mdb.admin (the admin role includes all the specified roles).
4. In the management console select the Cloud Apps service.
5. In the left panel, select Application Store.
6. Select Helpy and click the Use button.
7. Specify:
   • Application name.
   • (Optional) Application description.
   • The service account created earlier.
   • DNS zone ID where the record for accessing Helpy will be hosted.
   • Site subdomain name (e.g., helpy) that will be used to access the application.
   • Email address for signing in to the administrator interface.
   • The cloud subnet where the virtual machine and PostgreSQL database will be deployed.
   • PostgreSQL database parameters:
     • Database name (default is helpy).
     • Database username (default is helpy).
     • Lockbox secret ID containing the database password.
   • Virtual machine parameters:
     • Number of vCPU (default is 2).
     • RAM size in GB (default is 4).
     • Disk type (default is network-ssd).
     • Disk size in GB (default is 50).
     • (Optional) Public SSH key for virtual machine access.
8. Click the Install button and wait for the application to install.
9. After installation, the application will be available at https://<subdomain_name>.<dns_zone> (e.g., https://helpy.example.com).
10. Open Helpy using the link in the installation outputs and sign in with the login specified during installation. The password is stored in the Yandex Lockbox secret created by the application.
11. In the Helpy administrator interface, go to Settings.
12. Specify the site name and its full domain, matching the application domain (e.g., helpy.example.com).
13. Configure the SMTP settings for sending email.
14. Review the other Helpy settings and adjust them as required by your organization.

• Setting up customer technical support service for a company.
• Creating an internal helpdesk for organization employees.
• Building a knowledge base and FAQ for user self-service.
• Managing customer inquiries with workflow automation.
• Organizing community forums for user experience sharing.
• Centralized processing of inquiries from various channels (email, web form).

Yandex Cloud technical support is available 24/7. The types of requests you can submit and the appropriate response time depend on your pricing plan. You can switch to the paid support plan in the management console. You can learn more about the technical support terms here.