Elyxia Support Cloud (ESC)

Portal & Helpdesk Access

Portal & Helpdesk Access

ESC gives you three separate surfaces, and it’s worth understanding the difference early. They serve different people, sit at different addresses, and you’ll spend your time in only one of them.

Surface Who uses it What it’s for
ESC Client Portal You (the account owner) Set up and manage your helpdesk: branding, AI agents, knowledge, channels, plan
Agent Workspace Your human support team Work the tickets: read, reply, collaborate, escalate
Customer Support Portal Your customers Submit tickets, track their status, find answers

The simplest way to hold it in your head:

You configure in the portal. Your team works in the workspace. Your customers arrive at the support portal.

Almost everything in this documentation happens in the ESC Client Portal. The other two are where the work and the customers show up once you’ve set things up.

A note on addresses. Your Client Portal always lives at esc.elyxia.uk. The workspace and support portal live on your helpdesk – initially at a temporary address, and at your own domain once you’ve added one. See Setup & Management > Your Domain & SSL.

Guides

CONTENTS

Powered By Elyxia Global Limited