For Admins
Admin guide
Workspace setup, team management, passkeys, invitations, channels, the widget builder, the bot builder, ratings, notifications, SLA, analytics, feature flags, multilingual support, security, broadcasts, payments and every other tool for running SupportHub.
In this section:
Workspace & onboarding
Creating a project, the setup wizard, where each setting lives, the plan.
Team management
Roles and permissions, adding operators, owners and plan seats.
Operator invitations
Email invitations, accepting, the 7-day expiry, cancelling.
Passkeys (WebAuthn)
Passwordless sign-in with a passkey (WebAuthn): adding, signing in, removing.
Departments
Ticket access, the default department, routing.
Channel setup
Telegram, VK, WhatsApp, the widget, email, API, BILLmanager.
BILLmanager 6 integration
What the integration gives you and which connection method to choose.
BILLmanager: module (v2)
Installing the module, system operator, gateway, checks, updates.
BILLmanager: API connection (v1)
Panel access, IPs and proxies, VMmanager 6, departments.
BILLmanager: sync
Messages, attachments, ratings and closing, both ways.
BILLmanager: customer card and permissions
Sidebar fields, custom fields via SQL, operator permissions.
Proxies for outbound traffic
Platform and project proxies, enforced mode, IPs to allowlist, BILLmanager's two slots.
Widget builder
Colors, logo, tabs, preview, no code.
Telegram bot builder
15 sections: topic menu, processing, rating, knowledge base, commands, cards to a group.
Rating system
Rating a request in Telegram, 👍/👎 reply ratings, where ratings show up.
Contact merge
Merging duplicates by hand: what carries over and what is lost.
Knowledge base
Categories, articles, the index for AI and the widget.
Macros
Creating shared macros for the whole team.
SLA & business hours
Three timed stages, working-hours timers, warnings.
Contact moderation
Mute or block a customer, auto-reply to blocked ones.
Auto-close tickets
Closing silent tickets in working hours, with a warning first.
AI settings
Provider and key, models, budget, assistant features.
Notification system
Project rules: in-app, email, Telegram, webhook. Personal push.
Announcements & broadcasts
Messages for the team and customers, sending to Telegram and VK.
Telegram ticket card
A card for every ticket in the team's Telegram group.
Contact card — template vars
Data from your API: request variables and syntax.
Modules and plan features
Platform modules, plan features, Enterprise mode.
Platform settings
Sign-up, new projects, channels, modules, plans, emails.
Internationalization (i18n)
Dashboard, widget and bot languages; custom texts; auto-translation.
Channel security
Masked secrets, webhook checks, widget domains.
Broadcasts
Project broadcasts over Telegram, VK and email; emails to platform users.
Outgoing mail (SMTP)
The email channel's SMTP: replies, templates, broadcasts.
Email templates
Six customer emails, variables, branding, unsubscribing.
Payments & billing
Balance, plans and renewal, trial, limits.
Analytics & reports
KPIs with trends, speed and SLA, quality, channels, customers, operators, exports, email reports.
Audit log
Who did what to tickets: chart, filters, details, CSV.
Media storage
Local or S3, retention and its reset, moving files, clean-up, image compression.
Background tasks
What Celery runs, how often, and where to see it.
Data export
Tickets and contacts as CSV/XLSX, chats as CSV and JSONL.
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