Helpdesk

Gately Helpdesk provides a complete customer support solution with ticket management, knowledge base, and AI-powered assistance.

Features

Ticket Management

Track and resolve customer issues

Knowledge Base

Self-service help articles

AI Assistant

AI-powered response suggestions

Email Integration

Support via email

Ticket Management

Ticket Properties

Property	Description
ID	Unique ticket identifier
Subject	Ticket title
Status	Open, In Progress, Resolved, Closed
Priority	Low, Medium, High, Urgent
Assignee	Team member handling the ticket
Tags	Categorization labels
Created	Submission timestamp

Ticket Workflow

Managing Tickets

View all tickets in Helpdesk > Tickets
Filter by status, priority, or assignee
Click to view ticket details
Reply, assign, or change status

Knowledge Base

Creating Articles

Go to Helpdesk > Articles
Click New Article
Write content using the rich text editor
Assign to a category
Publish

Article Structure

Field	Description
Title	Article headline
Slug	URL-friendly identifier
Content	Article body (Markdown supported)
Category	Organizational category
Tags	Search keywords
Status	Draft or Published

Help Center Portal

Provide a public help center for your users:

Setup

Go to Helpdesk > Settings > Portal
Configure branding (logo, colors)
Set custom domain (optional)
Enable/disable features

Portal Features

Article search
Category browsing
Contact form
Ticket submission
User ticket history

Add a real-time chat widget to your website for instant customer support.

Installation

The easiest way to add the chat widget to your website:

<!-- Add before the closing </body> tag -->
<script src="https://static-widget-v1.usegately.com/gately-widget.iife.js" defer></script>
<gately-chat-widget project-id="your-project-id"></gately-chat-widget>

Configuration Options

Customize the widget with HTML attributes:

<gately-chat-widget
  project-id="your-project-id"
  primary-color="#3b82f6"
  portal-name="Support"
  show-branding="true"
  ai-agent-enabled="false"
></gately-chat-widget>

Attribute	Type	Default	Description
`project-id`	string	required	Your Gately project ID
`primary-color`	string	#3b82f6	Widget theme color
`portal-name`	string	Support	Widget title
`show-branding`	boolean	true	Show “Powered by Gately”
`ai-agent-enabled`	boolean	false	Enable AI responses

Real-time Chat - Instant messaging with your support team
File Uploads - Users can send screenshots and attachments
AI Assistance - AI-powered responses from your help articles
Customizable - Match your brand colors and style
Mobile Optimized - Works perfectly on all devices
Auto-Updates - Always get the latest features automatically

Platform Integration

The widget works on any platform that supports custom HTML:

HTML Websites

Add the code before the closing </body> tag in your HTML file.

React Applications

Use useEffect to load the widget dynamically:

useEffect(() => {
  const script = document.createElement('script');
  script.src = 'https://static-widget-v1.usegately.com/gately-widget.iife.js';
  script.defer = true;
  document.head.appendChild(script);
  
  script.onload = () => {
    const widget = document.createElement('gately-chat-widget');
    widget.setAttribute('project-id', 'your-project-id');
    document.body.appendChild(widget);
  };
}, []);

WordPress

Add to your theme’s footer.php or use a plugin like “Insert Headers and Footers”.

Shopify

Go to Online Store → Themes → Actions → Edit code → theme.liquid and add before </body>.

Customization

Customize the widget appearance in Dashboard → Help Center → Widget:

Appearance - Colors, theme mode, button icon
Branding - Logo, hide Gately branding (Pro)
Content - Welcome message, placeholder text
Behavior - Auto-open, sound notifications
Features - Enable chat, AI agent, file uploads

Changes are applied automatically to your widget without code updates.

Email Support

Inbound Email

Receive support emails and convert to tickets:

Go to Helpdesk > Settings > Email
Configure your support email address
Set up email forwarding to Gately
Incoming emails become tickets

Email Notifications

Configure notifications for:

Event	Description
New Ticket	Customer submits ticket
Reply Received	Customer replies
Ticket Assigned	Ticket assigned to agent
Status Changed	Ticket status updated

AI Assistant

Features

Response Suggestions: AI suggests replies based on context
Article Recommendations: Suggest relevant help articles
Auto-categorization: Automatically tag and prioritize tickets
Sentiment Analysis: Detect customer sentiment

Using AI Suggestions

Open a ticket
Click AI Suggest button
Review suggested response
Edit and send

API Usage

List Tickets

curl -X GET "https://api.usegately.com/api/v1/helpdesk/tickets" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Project-ID: your-project-id"

Create Ticket

curl -X POST "https://api.usegately.com/api/v1/helpdesk/tickets" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Project-ID: your-project-id" \
  -H "Content-Type: application/json" \
  -d '{
    "subject": "Cannot login to my account",
    "message": "I am getting an error when trying to login...",
    "email": "[email protected]",
    "priority": "high"
  }'

Reply to Ticket

curl -X POST "https://api.usegately.com/api/v1/helpdesk/tickets/{ticket_id}/replies" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Project-ID: your-project-id" \
  -H "Content-Type: application/json" \
  -d '{
    "message": "Thanks for reaching out. Let me help you with that..."
  }'

Integrations

Slack

Get ticket notifications in Slack:

Go to Helpdesk > Settings > Integrations
Connect Slack workspace
Select notification channel
Choose events to notify

Webhooks

{
  "event": "ticket.created",
  "data": {
    "id": "tkt_123",
    "subject": "Login issue",
    "status": "open",
    "priority": "high",
    "customer_email": "[email protected]"
  }
}

Best Practices

Response Time

Set SLA targets and monitor response times. Aim for under 24 hours for first response.

Canned Responses

Create templates for common questions to speed up responses.

Knowledge Base

Document common issues to reduce ticket volume.

Tagging

Use consistent tags to track issue patterns and improve your product.

Getting Started

Features

Platform Guides

Features

Ticket Management

Knowledge Base

AI Assistant

Email Integration

Ticket Management

Ticket Properties

Ticket Workflow

Managing Tickets

Knowledge Base

Creating Articles

Article Structure

Categories

Help Center Portal

Setup

Portal Features

Chat Widget

Installation

Configuration Options

Widget Features

Platform Integration

Customization

Email Support

Inbound Email

Email Notifications

AI Assistant

Features

Using AI Suggestions

API Usage

List Tickets

Create Ticket

Reply to Ticket

Integrations

Slack

Webhooks

Best Practices

Getting Started

Features

Platform Guides

​Features

Ticket Management

Knowledge Base

AI Assistant

Email Integration

​Ticket Management

​Ticket Properties

​Ticket Workflow

​Managing Tickets

​Knowledge Base

​Creating Articles

​Article Structure

​Categories

​Help Center Portal

​Setup

​Portal Features

​Chat Widget

​Installation

​Configuration Options

​Widget Features

​Platform Integration

​Customization

​Email Support

​Inbound Email

​Email Notifications

​AI Assistant

​Features

​Using AI Suggestions

​API Usage

​List Tickets

​Create Ticket

​Reply to Ticket

​Integrations

​Slack

​Webhooks

​Best Practices

Features

Ticket Management

Ticket Properties

Ticket Workflow

Managing Tickets

Knowledge Base

Creating Articles

Article Structure

Categories

Help Center Portal

Setup

Portal Features

Chat Widget

Installation

Configuration Options

Widget Features

Platform Integration

Customization

Email Support

Inbound Email

Email Notifications

AI Assistant

Features

Using AI Suggestions

API Usage

List Tickets

Create Ticket

Reply to Ticket

Integrations

Slack

Webhooks

Best Practices