# What is Supportress? Supportress is a simple and affordable helpdesk SaaS product. It allows you to offer customer support to your customers through email. You can hit the ground running with customer support in minutes. ### Who is it for? It is built with other SaaS companies in mind, but we have plans for indie hackers and small teams that are just starting out. It is opinionated and its goal is to allow you to support your customers without switching too much context. ### One tool, less context switching Use one tool for the whole lifecycle: ![Lifecycle](/files/-MVKxrsBUi_3csIRmGT0) * Your customer starts a new discussion * You start checking facts and taking actions * If there's customer feedback involved you can capture it and share it with other teams * If there's an issue, you can capture a bug and share it with the programmers * You can bring it to the attention of other customer facing teams, like your sales folks * After checking, doing, capturing, and collaborating, you can respond and support you customer ### Product areas and features Check out the main Product areas: * [Organizations](/organizations/organization) * [Queues](/queues/queue) * [Discussions](/discussions/discussion) # FAQs Frequently asked questions Table of contents: * [General](/faqs/general-faqs) * [Pricing](/faqs/pricing-faqs) * [Competition](/faqs/competition-faqs) {% hint style="info" %} Do you have more questions? [Let us know](https://supportress.com/heavymelon/discussions/new)! {% endhint %} # General FAQs ### Who are you? We are [HeavyMelon](https://heavymelon.com), a company founded by [Petros](https://petros.blog/) and [Ilias](http://spyropoulos.xyz/). ### Why did you create Supportress? We were tired of the complexity of similar tools out there. Petros was an early GitHub employee. He has 9 years of experience working and shaping GitHub Support. We wanted to bring that domain knowledge into a tool that will be simple and fast. We also wanted to lower the prices and make them more fair. ### Really? Another helpdesk SaaS? Indeed, the helpdesk market is busy. It is also big. There's room for more players. Especially helpdesk SaaS products that are simple, opinionated, and targetted specifically to other SaaS companies. ### Your company is based in Greece. Can I trust you? Plain and simple, yes! Greece is one of the first members of the European Union (EU). The [General Data Protection Regulation (GDPR)](https://gdpr.eu/) is the toughest privacy and security law in the world and we are fully compliant with it as a company. Check out our [privacy policy](https://policies.heavymelon.com/privacy-policy/) to learn how. ### Can you tell me more about trust? Trust is our number one goal. We believe in it. We want to run a business that is based on trust as one of its foundational principles. ### Why didn't you move to San Francisco? There is this idea that new technology companies can only thrive in areas like San Francisco. We are a bootstrapped company and we did not seek to get funded. We are creating something our customers want to pay for and that is how we stay in business. Staying in Europe is a strategic choice that helps us lower the costs and keep our prices fair. ### Are you hiring? Not right now, but we will down the road. We want to grow slowly and maintain a sustainable business with every step we take. For now, we continue building the strong foundations upon which the company stands. # Pricing FAQs ### How can you afford charging a flat price? We are a bootstrapped company and we grow slow and steadily. That gives us more control over our expenses. We also don't want to make a huge unfair profit at your expense. We want to be profitable of course, but our prices should always be a bargain compared to the value Supportress gives you. ### Do I have to add a card? As an early adopter you don't have to add your card. You can sign up for free. If you like Supportress though, we encourage you to add your card to lock the early adopter price. Don't worry though. We'll notify you before our official launch. That way you will have one last opportunity to lock the discounted price. ### What is the catch? Why are you the cheapest? No catch at all. We want to make a profit but not profiteer. The value you get for the money is also going to increase over time as we add new features. ### What happens if I cross your email limits? Our limits are not hard. This means we are not going to block you from sending an email to support your customers even if you cross the limits. However, we are going to notify you and ask you to upgrade to the next plan if you start crossing the limits consistently. You can read more about [our limit policies](https://policies.heavymelon.com/terms-of-service/limits). ### What happens if my organization goes over the soft limits? We monitor the usage and we will let you know if your organization is consistently over some limits every month, after a few months, so that you can adjust your patterns. The limits are very generous and you will probably never hit them anyway. # Competition FAQs ### How is Supportress different than X? Supportress is simple to learn, simple to use, fast, and has a straightforward price. You cannot find something similar in the market today. ### Isn't Supportress immature compared to X? We have only just begun! We introduce features and improvements on a weekly basis. We are not in a hurry to grow though, because we are doing this for the long run. While we have so many ideas to implement, we want every new feature to make sense for most of our customers. A comparison exercise of Supportress vs. X on a feature-by-feature basis will never be in full alignment. We work hard to make everything rock solid and really easy to use. This is our commitment to you. # Forwarding as attachment in GMail Here's how you would forward an email as an attachment in GMail: ![](/files/-MECYKhIy95gGVAgnbkg) # Setting your time zone You can set your timezone in your personal profile. Choose `User > Edit profile`: ![Edit profile](/files/-MECpeMkZcPztfnG0tvZ) Then set your time zone: ![Set your time zone](/files/-MED4xPtz6Ue_Jae_Esb) # Keyboard shortcuts Here is a list of keyboard shortcuts for various actions: | Shortcut | Action | | ---------------------- | -------------------------------------------------------------- | | `j/k` | Move down/up a list | | `enter` | Open/visit selected item (for example a Queue or a Discussion) | | `o` | Toggle expand/collapse discussion message | | `r` | Start private message | | `R` | Start public message | | `ctrl`/`cmd` + `enter` | Submit a private/public message | | `v` | Toggle discussion visibility (close/reopen) | # Organization Organize your support and allow your customers to start discussions to request help. An organization represents your business. When you sign up you are creating your first organization along with your personal owner account. ### Members As an owner of an organization in Supportress, you can invite members to it. You can choose to invite your support staff only, but we recommend that you invite all staff. {% hint style="info" %} We don't charge per seat 😉 {% endhint %} ### Queues Queues are like your email inboxes. Your new organization starts with a default queue. It's where new customer supoprt requests end up in. ### Discussions Support tickets? Nope. We call them discussions. Because that's what you do. You talk to people, with a human voice. It's not a ticket. It's a discussion. ## 🔜 Coming soon ### Custom domains Set up your own custom domain so that you can send and receive email directly through `yourcompany.com` addresses. # Queue Use a queue to represent a product, a feature, support teams and more. ### Incoming Queues are where discussions live. A queue has a unique email address. You share it with your customers. If you want to use an existing support email address you can auto-forward the emails to Supportress. ### Import a discussion [Forward any email as an attachment](/forwarding-as-attachment-in-gmail) to Supportress, and see a new discussion as if your customer had originally sent it to Supportress. ### Watch Watch a queue and receive email notifications whenever a new discussion lands. Never miss a new customer discussion. ### Forms Each queue can expose a form through a unique URL. Point your customers to that form if you want them to use Supportress to start new discussions. # Watching queues You can watch a queue and receive notifications for each incoming discussion. ### Why would you want to watch a queue? Here are some reasons: * There's an ongoing incident and you want to stay on top of incoming discussions * You are responsible for that queue (for example Accounts or Sales) * You want to learn from how others handle discussions in that queue ### How to watch a queue 1. Visit the main page of a queue 2. Click Watch at the top right of the page # Import discussions Capture emails that started elsewhere by forwarding them to Supportress. Suppose one of your customers sent you an email outside of Supportress. Maybe they found your personal email address on the Internet, or they already had it and chose to start a discussion using that. You want to move the discussion into Supportress in order to take advantage of its collaborative features and work with your team to craft the best response. Each member in your Supportress organization has a unique personal forwarding address per queue. They can forward any email as an attachment to it. Supportress will start a discussion using the sender of the original email as the author of the discussion. It's as if your customer had started the discussion directly Supportress. ## Finding your personalized address for a queue You can find your personalized address for a queue in `Queue > Import discussions`: ![Import discussions](/files/-MEScxIhw_QfwyaqlCJl) Generating a new email address You can generate a new email address by clicking on the `Generate new` button. This will invalidate the old address and create a new one. This can be useful if the email address has leaked and is being used for spam. ![Generate new](/files/-MESdetPL77wcVlWbxtR) {% hint style="info" %} Please note: Regular forwarding will not work. You have to forward the email as an attachment. See below for popular email client instructions. {% endhint %} ## How to forward an email as an attachment Forwarding an email as an attachment allows us to extract the necessary information in a robust and predictable way. Here's how to do it with various popular email clients: {% content-ref url="/pages/-MUYY8xH1qA8Gpvn1bZ7" %} [Forwarding as attachment in GMail](/forwarding-as-attachment-in-gmail) {% endcontent-ref %} # Name Every queue has a name that may be visible to the external world Every queue has a human readable name, like *Sales* for example, and a slug. The slug is visible in some URLs your customers can see. The slug for a queue named *Account Support* would be `account-support` for example. You can change the name of a queue in: * `Queue > Edit` * Then type in a new `Name` and hit `Update queue` # Native email address Every queue has a native email address Every queue has a native email address people can use to start discussions. The email address always follows the same pattern: ``` @.supportress.com ``` For example, If your queue slug is `sales` and your organization subdomain is `best-product` then your native email address for that queue would be: ``` sales@best-product.supportress.com ``` # Use Reply-To header when available When this Queue setting is enabled and inbound email has a Reply-To address, the new discussion is created with that email address as its sender. You can enable or disable this setting in `Queue > Edit`. This feature is handy in situations where you have an external form where you ask your visitor to share their email address among other things. The form is set up to send the contents as an email to some email address, and puts the visitor email address in the Reply-To header. This is how a Wordpress "Contact Us" form works for example. # Discussion Customers start discussions. You finish them. ### Private & public messages Respond to your customers through public messages. Collaborate with your fellow organization members through private messages in a discussion. ### Watch Watch a discussion and receive email notifications whenever a new message lands. Never miss a customer response. ### Collapse/Expand messages Ever had to deal with long threads? It's not fun navigating those. In Supportress you can collapse or exapnd individual messages and we remember your choice. ### Move discussions Move a discussion from one queue to another. A discussion may start in the default queue, but it fits the topic of another queue. You can easily move it with a couple of clicks. ## 🔜 Coming soon ### Mentions Mention your fellow organization members in private messages to collaborate. ### Assignments Assign a discussions to signal you are leading the effort of seeing it through. # Watching a discussion You can watch a discussion and receive notifications for each added message. ### Why would you want to watch a discussion? Here are some reasons: * You've participated in the discussion and you want to know when your customer responds * You want to learn from how others handle the discussion {% hint style="info" %} When you add a message to a dicussion, you watch it automatically. {% endhint %} ### How to watch a discussion 1. Visit a discussion 2. Click Watch on the sidebar # Export your data How to export your data for your Supportress organization If you want to export your data you can do so with a press of a button. *Coming soon* # Manage subscription How to manage your subscription You can manage your subscription by following these steps: 1. Choose Manage organizations in the top right drop down menu next to your avatar 2. Click on the three vertical dots for your organization to open the drop down menu 3. Choose Subscription 4. Click Manage subscription From there you can: * [Check the details or cancel your subscription](/billing/cancel-your-subscription) * Change your [Account information](/billing/account-information) * Manage your [Billing address](/billing/billing-address) * Manage your [Payment methods](/billing/payment-methods) * View your [Billing history](/billing/billing-history) # Cancel your subscription How to upgrade, downgrade or cancel your subscription You can click on the subscription details to view the details of your subscription, check the payment method that's linked to that subscription, or cancel the subscription if you wish so. # Account information You can check: * The name and email of the owner. * The name of your company. ## Extra billing information If you want your invoices to show extra billing information to satisfy your tax authorities, you can do this here. # Billing address How to change the details of your billing address. This is the page where you can change the details of your billing address. # Payment methods Manage your payment methods You can manage your payment methods to make sure your subscription is in good standing. # Billing history This is where you can view your billing history and download past invoices. # Handbook How we work at HeavyMelon Write about how we work # About About the team at HeavyMelon Write about who we are.