Onboarding

Onboarding Flow

The onboarding sequence is implemented in four steps:

1. get-started
2. organization-setup
3. invitation-phase
4. finalize

Step details

1. Get started

Introduces the platform and routes to organization setup.

2. Organization setup

You can:

• Create a new organization
• Join an existing organization (if invited)

When you create a new organization, Vicket automatically sets up example content so you can see how everything works right away:

• A "Contact Support" template with Subject and Description fields
• A sample FAQ entry
• A "Getting Started" article (published)

3. Invitation phase

You can invite teammates before going live.

4. Finalize

You enter the dashboard and continue configuration.

What the example content looks like

When Vicket creates your organization, it generates starter content so you can explore the platform immediately:

• "Contact Support" template — a simple two-field form with a Subject (TEXT) and Description (TEXTAREA) question. This template is automatically linked to your default website so ticket submission works out of the box.
• Sample FAQ — a single FAQ entry demonstrating how knowledge base items appear on the public support page. You can edit or delete it from the knowledge base section.
• "Getting Started" article — a published article that shows how articles render publicly. It serves as a reference for formatting and structure when you write your own content.

All example content is fully editable. You can modify it to match your product or delete it and start fresh.

Tips for customizing your setup

• Rename the default template to match your support use case (e.g., "Bug Report" or "General Inquiry") and add questions specific to your product. See Templates for question types and scoring.
• Replace the sample FAQ with real questions your customers ask frequently. Group related items together for better discoverability.
• Write your first real article covering a common setup or troubleshooting topic. Publish it so it appears on your support page immediately.
• Upload your brand assets (logo, colors) in Website settings before inviting customers — first impressions matter.

Recommended post-onboarding checklist

1. Configure your website settings — set your brand colors, logo, custom domain, and email delivery preferences in the Websites dashboard.
2. Create templates for your support intake — define the forms customers will fill out when submitting tickets. See Templates for setup instructions.
3. Configure priorities and statuses — set up priority levels and score thresholds so that incoming tickets are automatically triaged.
4. Add FAQ and published articles — populate your public knowledge base so customers can self-serve before opening a ticket.
5. Assign teams and ownership — create teams, assign members, and link them to websites so tickets are routed to the right people. See Teams.
6. Install support pages on your website — embed the support widget or link to the hosted support page. See Installation for script tags and iframe options.