The Help Desk is a complete support system: tickets with statuses and priorities, agent and group routing, SLA policies, a knowledge base, a branded customer portal, macros, automation, CSAT surveys, and reporting.
A single workspace can run multiple independent help desks, each with its own branding, categories, SLAs, knowledge base, and portal — for example one per brand you operate. This is unusual in support tools and pairs naturally with running multiple brands from one workspace.
Start by creating a help desk, then configure it in a sensible order: General settings (branding, business hours), departments and groups (routing), members (your agents), and then the refinements — SLAs, macros, automation, categories, and custom fields. Add a knowledge base and turn on the customer portal to deflect tickets, and use reports and CSAT to measure quality. The rest of this section covers each piece.