​

Helpdesk & Support System

The Gately Helpdesk system offers a comprehensive customer support solution, featuring automated ticket management, AI-powered responses, and seamless integration with your Framer sites. No code injection required - everything is handled automatically through the Gately SDK.

​

Key Features

​

Dedicated Help Center

We now offer a dedicated help center that you can use to provide a self-service support option for your customers.

​

Getting Started

​

Widget Configuration Options

​

Help Center Settings - Header & Hero Configuration

We’ve added new settings to give you more control over the appearance of your help center.

​

Header Customization

• Logo upload: You can now upload a logo to replace the URL input.
• Favicon upload: You can also upload a favicon.
• Navigation links: You can add up to two navigation links.
• Call-to-action button: You can add a call-to-action button.

​

Hero Section Customization

• Title and subtitle editing: You can now edit the title and subtitle of the hero section.
• Background image upload: You can upload a background image for the hero section.
• Thumbnail image upload: You can also upload a thumbnail image.
• Search toggle option: You can choose to show or hide the search bar.

​

Image Upload Components

We’ve added image upload components for all visual assets, so you no longer have to manually enter image URLs.

​

Help Article Categories Enhancement

We’ve enhanced our help article categories to provide a more intuitive and visually appealing experience for your users.

​

IconPicker Component

We’ve also added a new IconPicker component to make it easy to select an icon for your categories.

​

Visual Category Display

The new icons and descriptions are displayed in the category management interface, making it easier to organize and manage your help articles.

​

Ticket Management

​

Ticket Lifecycle

Every customer interaction follows a structured lifecycle from creation to resolution:

1. Creation - Automatic ticket generation from chat initiation
2. Categorization - AI-powered sorting into relevant categories
3. Assignment - Routing to appropriate team members
4. Response - AI or human agent provides assistance
5. Resolution - Issue marked as resolved with customer confirmation
6. Closure - Ticket closed with satisfaction feedback

​

Status Tracking

• Open - New tickets awaiting initial response
• In Progress - Tickets actively being worked on
• Pending - Waiting for customer response or information
• Resolved - Issue solved, awaiting customer confirmation
• Closed - Ticket completed and archived

​

Priority Levels

• Low - General inquiries and non-urgent requests
• Medium - Standard support requests requiring attention
• High - Important issues affecting customer experience
• Urgent - Critical problems requiring immediate response

​

Team Collaboration

​

Internal Communication

• Private notes - Add internal comments not visible to customers
• Team mentions - Tag colleagues for collaboration
• Handoff procedures - Smooth transfer between team members
• Escalation paths - Clear procedures for complex issues

​

Agent Management

• Role assignments - Define agent permissions and responsibilities
• Availability status - Set online/offline status for proper routing
• Performance tracking - Monitor response times and resolution rates
• Training resources - Access to knowledge base and best practices

​

Analytics and Reporting

​

Performance Metrics

• Response times - Average time to first response and resolution
• Ticket volume - Daily, weekly, and monthly ticket counts
• Resolution rates - Percentage of tickets resolved successfully
• Customer satisfaction - Feedback scores and ratings
• Agent performance - Individual and team productivity metrics

​

Business Insights

• Peak hours - Identify busiest support periods
• Common issues - Track frequently reported problems
• Channel effectiveness - Compare performance across communication channels
• Trend analysis - Monitor support patterns over time

​

Integration Capabilities

​

Framer Integration

• Automatic deployment - Widgets appear instantly on Framer sites
• Design consistency - Matches your site’s visual style
• Performance optimized - Minimal impact on site loading speed
• Mobile responsive - Adapts to all screen sizes

​

Gately Project Integration

• Direct chat access - Chat with customers directly from Gately dashboard
• Unified inbox - All conversations in one centralized location
• Context awareness - Full customer history and interaction data
• Real-time notifications - Instant alerts for new messages and tickets

​

Third-Party Connections

• CRM integration - Sync customer data with existing systems
• Email notifications - Automated updates via email
• Webhook support - Connect with external tools and workflows
• API access - Full programmatic control over helpdesk functions

​

Best Practices

​

Setup Recommendations

• Configure business hours to match your actual availability
• Create comprehensive AI knowledge base for better automated responses
• Set up proper escalation rules to ensure complex issues reach human agents
• Customize widget appearance to match your brand identity

​

Operational Guidelines

• Respond to tickets within defined SLA timeframes
• Use internal notes for team coordination and context
• Regularly update AI knowledge base with new information
• Monitor analytics to identify improvement opportunities

​

Customer Experience

• Keep welcome messages friendly and informative
• Provide clear expectations for response times
• Use file uploads to better understand customer issues
• Follow up on resolved tickets to ensure satisfaction

​

Troubleshooting

​

Common Setup Issues

• Widget not appearing - Verify helpdesk is enabled and widget is active
• AI not responding - Check AI agent configuration and knowledge base
• File uploads failing - Review file type and size restrictions
• Business hours not working - Confirm timezone settings are correct

​

Performance Optimization

• Slow loading - Check widget configuration for unnecessary features
• High resource usage - Monitor file upload sizes and frequency
• Connection issues - Verify network connectivity and firewall settings
• Mobile compatibility - Test widget responsiveness across devices

The Gately Helpdesk system transforms customer support into a seamless, automated experience that scales with your business while maintaining the personal touch your customers expect.