help

Help & getting started

How to set up Supportman and get the most out of it, from your first rating in Slack to AI evaluations and approvals. Already installed? Sign in to the app.

Start hereGetting started with SupportmanConnect Intercom and Slack, see your first rating arrive, then pick what else to switch on.

Getting started

Getting started with Supportman

Connect Intercom and Slack, see your first rating arrive, then pick what else to switch on.

Signing in to the web app

Ratings in Slack

Where ratings post, what each message contains, and how to change the channel.

A separate channel for bad ratings

Send OK, Bad and Terrible ratings to their own channel so the team sees them first.

Trial, Pro and above

Choose which ratings post

Turn rating levels on or off, post only ratings with a comment, skip Fin, and hide customer details.

Reports

Friday reports

A team report in your channel and a private one for each agent, every Friday afternoon.

In the Intercom inbox

Share a conversation to Slack

Send a conversation to a channel or yourself from the Intercom inbox, now or as a reminder.

Approvals

Agents request sign-off on refunds, credits and exceptions from Intercom; managers decide in Slack.

Early access

AI quality

AI evaluations and predicted CSAT

Score conversations out of 100 and predict the rating customers would have left.

Pro plan

Account & billing

Users and seats

Who Supportman adds, who you pay for, and how to add or remove people.

Plans, billing and cancelling

Your trial, changing plan, cards and invoices, cancelling, and what happens to your data.

Team Settings: timezone, targets and connections

Set your team timezone and daily targets, and reconnect Intercom or Slack.

Troubleshooting

Ratings not posting, a dropped connection, reports at the wrong time, and other common fixes.

Still stuck?

Email team@supportman.io or use the chat bubble on this page, and a person on the team will help.