For Operators
Operator guide
How to work in SupportHub day to day: the inbox and replies to customers, templates and macros, the knowledge base, notifications and your profile settings.
In this section:
Working with Inbox
The list, filters, search, saved views and bulk actions.
Replying to tickets
Sending, formatting, attachments, quoting.
AI assistant
AI Suggest, Rephrase, routing and tags.
Knowledge base
Finding articles and where they're used: AI, the bot, the widget.
Internal notes
Notes for the team that the customer can't see.
Macros
One click runs a set of actions on a ticket.
Ticket assignment
Take, take over, auto-assignment, transfers and permissions.
Real-time updates
What updates live, sound and the connection indicator.
Keyboard shortcuts
Ctrl+K, Ctrl+/, Ctrl+Shift+M and more.
Streamer mode
Blurs sensitive data for screenshots and streams.
Reply templates
Canned replies with variables via Ctrl+/ or a /command, links and formatting.
Drafts and mobile composer
Drafts are kept in your browser; on a phone the reply field stays above the keyboard.
Passkeys
Passwordless sign-in with biometrics or a security key.
Contact merging
Merge duplicates into one profile, history included.
Contact moderation
Mute or block a customer.
Export chat for AI / sharing
Export a thread to share it or feed it to AI.
Work hours and the on-duty badge
When notifications arrive: a personal schedule per project, and “off” means always.
Ticket rating
Ticket stars in Telegram and 👍/👎 on replies.
Language switching
Russian or English: in your profile or at the bottom of the sidebar.
Notification settings
Which events to get: new tickets, assignments, messages, SLA.
Push notifications
Browser notifications when the tab is minimized.
Telegram notifications
Ticket cards and alerts in the operators' Telegram group.
Board
Drag and drop tickets between statuses.
Knowledge base: creating articles
Markdown, attachments, publishing and visibility.
Templates: variables
{{contact.name}} and other placeholder fields.
Macros: automation
Setting up macros: actions, order, limits.
VK channel
Community messages as tickets.
Chat widget
Website chat: what the operator sees.
Accepting an invitation
Signing up with a link from your admin.
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