Articles
How to Translate Support Tickets: Setup Guide
Ticket translation helps support Users read customer messages and reply in the customer’s language. This guide covers setup, quality checks, privacy, and Deskhero’s User-triggered workflow.
Which Helpdesk Reporting Metrics Actually Matter
If you build only one thing this week, build a one-page weekly manager dashboard that puts all eight in front of your team every Monday morning. Everything else, including hourly user widgets and…
The Essential Helpdesk Reporting Metrics for Support Managers
The metrics every support manager should report, in order of priority: ticket volume, first response time (FRT), resolution time (MTTR), first contact resolution (FCR), CSAT, SLA compliance, backlog…
Use Your Existing Email as a Helpdesk: SMB Guide
You can turn an existing Gmail, Google Workspace, Microsoft 365, or owned-domain address into a ticketed helpdesk without moving its existing message history. Deskhero uses OAuth for Google and Microsoft, or DNS plus forwarding for other owned domains.
How to Maintain Chatbot Knowledge: A Practical Playbook
Maintain chatbot knowledge as a recurring, role-based process: audit → update → validate → publish → retire. That five-step cycle, run on a predictable cadence with clear ownership at each gate, is…
How to Calculate and Improve Customer Support ROI
Customer support ROI compares measurable financial gains with support costs. Learn the formula, choose defensible inputs, and build a credible business case.
How to Turn Outlook Into a Helpdesk That Actually Works
Use an Outlook shared mailbox for a simple support queue, then connect Microsoft 365 to a helpdesk when you need structured ownership, SLA tracking, automation, or reporting.
7 Missive Alternatives for Support Teams to Test
Missive Alternatives for Support Teams: 7 Options to Test ! Support User preparing shared mailbox tools If your team has outgrown Missive, start by deciding what kind of replacement you need. Deskhero adds ticketing, SLA policies, reporting, and AI-assisted replies to Gmail or Microsoft 365 mailboxes. Front combines shared inboxes with ticketing and broader customer support workflows. Gmelius keeps collaboration inside Gmail with shared inboxes, assignments, automation, SLA tools, and analytics.
Outlook Shared Mailbox Setup and Troubleshooting
An Outlook shared mailbox lets licensed Microsoft 365 users send and receive email from a shared address. The mailbox can remain unlicensed up to 50 GB when it does not use features that require licensing.
Auto Replies for Support Teams: Templates and Setup Guide
Auto Replies for Support Teams: Templates and Setup Guide ! Hands adjusting communication device controls Auto replies for support are automated messages that confirm receipt, set expectations, and explain what happens next.
Gmail Shared Inbox for Support Teams: Setup Guide
Gmail does support shared inbox workflows. The right approach depends on your team size and how much structure you need. Google Groups Collaborative Inbox works well for medium-sized teams that need…
Best Freshchat Alternatives for SMB Support Teams (2026)
Compare Freshchat alternatives by support workflow, channels, AI controls, and billing model. Deskhero is a strong option for teams centered on Gmail or Microsoft 365.