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The TruCom platform Support Centre
A familiar place to find the next step

Give customers a place to come back to.

Make it easy to find an answer, open a request and follow what happens next. Add service updates, feature requests and your roadmap as you enable them.

Get started with TruCom
A place to ask, find an answer
and pick up where things left off.
Acme SupportProduct example
Welcome to Acme Support

You’re in
the right place.

Start with a guide, follow your request or find out what’s happening.

The support options you enable, together.
A customer-facing home, built with TruCom

Product example. Explore the home, a help article, a customer ticket and useful updates.

A clear place to ask.A way to follow the request.The useful updates, close by.
Start with the details that help

Make it easy to ask.
Give the request somewhere to go.

When a customer needs your team, the Support Centre gives them a place to explain what happened. Their request becomes a ticket in TruCom, with the information your team needs to take the next step.

A first support requestIllustrative form
Your name

Ada Okafor

Email address

[email protected]

Subject

My teammate’s invitation hasn’t arrived

Details

I’ve tried sending an invitation and checked the address. My colleague has also looked in their spam folder. Could you help us find out what’s happened?

Add a screenshot when attachments are enabled.

A first question should
have a simple first step.

A new customer can open a ticket with their name, email, subject and details when ticket creation is enabled. They can add files if you’ve made attachments available.

The request joins your team’s ticket workflow. Your customer sees the public conversation and current status, while your team handles the work behind it.

Ticket emails can give the customer a secure link to return to. You choose whether following a ticket requires a support account.

Explore tickets and follow-up

Ask for what matters.

A clear subject and a description give the team a starting point. A screenshot or document can add the detail words miss.

Keep the request connected.

The customer’s message becomes part of the ticket, ready for your team’s replies and the work that follows.

Give the customer a way back.

A ticket link and the Support Centre make it easier to return to the request instead of starting the explanation again.

An answer may already be there

Let a good guide
do some of the helping.

Make your public knowledge base part of the Support Centre. Customers can search, browse categories and read the published help your team has prepared.

A clear article can settle a familiar question before someone needs to open a ticket. When it doesn’t, the rest of your support options are still within reach.

Choose the knowledge base in your Support Centre settings. Only published articles with public visibility belong in customer-facing help.

Explore the knowledge base
Help CentreArticle example
Getting started / Your team

Inviting your team

A good start is better together. Give your colleagues a place to help.

  1. Open Team in your workspace settings.
  2. Choose Invite teammate.
  3. Enter their email address and send the invitation.
Published public articleAcme Support
Keep the next step in sight

The request doesn’t end
when the form is sent.

Customers need to know what happened after they asked. Let them return to the ticket, read the replies, see its status and continue the conversation when replies are enabled.

Public help

Published public articles can be read without opening a support account.

Support history

A signed-in customer sees the tickets connected to their own customer account.

Individual requests

Secure ticket links and your registration setting govern access to the ticket conversation.

Some questions are bigger than one ticket

Show what’s happening.
Make room for what comes next.

A service issue, a feature idea and a question about the roadmap need different places to go. Bring those destinations into the Support Centre as you enable them.

Status & monitoring

Help customers check the service.

Give them a route to your enabled public status page, where they can find service health, incidents and the updates you publish.

Feature requests

Give a useful idea a home.

Let customers suggest improvements, see existing requests and vote for the ideas that matter to them when feedback is enabled.

Roadmap

Share the work ahead.

Enable the public roadmap alongside feedback so customers can follow the work you choose to share, from planned to shipped.

These sections follow their own product settings and availability. The Support Centre brings the enabled destinations together.

A welcome that belongs to your business

Make it familiar.
Choose what belongs.

Set the brand name, logo and primary colour, then write the title and welcome message your customers see. Give them a support home that feels connected to your business.

Choose whether customers can create tickets and whether public help is available. Status, feedback and the roadmap appear according to their own settings.

You can also choose customer replies, attachments, ticket registration, notifications and satisfaction options. Start with the support experience your team is ready to offer.

A centre that fits your supportConfiguration example

The roadmap appears alongside feature requests.

Try choosing the sectionsAcme Support
TicketsHelp articlesStatusFeature requestsRoadmap
4 optional sections shown
Give customers a link they can keep

Set the welcome.
Try the whole request.

Before sharing the Support Centre, walk through it as a customer. Check the help, open a test request and follow the reply back from your team.

  1. 01

    Choose the experience.

    Enable the centre, set its branding and welcome, and decide which customer support options should be available.

  2. 02

    Check both sides.

    Submit a test ticket, confirm it reaches the workspace and reply from the team’s side. Check the customer’s access and notification experience.

  3. 03

    Share the starting point.

    Copy your Support Centre URL from ticket settings. Add it to your website, emails or in-app help so customers know where to return.

A few useful answers

Before you open
the door to customers.

How is the Support Centre different from the knowledge base?

The knowledge base holds the articles and source material. The Support Centre is a customer-facing starting point for public help, tickets and the other support destinations you enable.

Does a customer need an account to open their first ticket?

A new customer can submit a first ticket with their name and email when ticket creation is enabled. Your registration setting determines whether they must create or sign in to a support account to access the ticket afterwards.

Can customers read help without signing in?

Yes. When public help is enabled, published public articles are available to readers. Internal knowledge stays outside the customer-facing Help Centre.

Can customers reply and add attachments?

Yes, when you enable those options and the ticket allows a reply. Attachment availability is configurable, and closed tickets do not accept customer replies.

Will every section appear automatically?

No. Help, ticket creation, service status, feedback and the roadmap follow their relevant settings and product availability. You can offer the sections your business needs.

How does a customer get back to their own requests?

A signed-in customer can view their ticket history. Individual ticket links provide the ticket access flow, with a support account required when your registration setting calls for it. A customer’s account gives access to that customer’s tickets.

Where do we get the Support Centre link?

Your workspace’s ticket settings show the Support Centre URL. Copy that link and add it wherever customers look for help. The centre includes native layouts for desktop and mobile visitors.

TruCom Support Centre

Give the next question
a clear place to begin.

And give your customers somewhere to come back to.

Get started with TruCom Explore ticketing