Helpdesk fundamentals
What a ticket is, how the workspace is laid out, and the path from signup to your first resolved conversation.
Airclou Academy
Learn the product, properly
Free, self-paced courses assembled from the live product documentation — short lessons in the right order, from your first ticket to an AI agent working under approval gates.
13 courses · 51 lessons · free, no enrollment
How it works
Courses built from the documentation itself
No videos that age, no enrollment wall — each course is a reading path through the same pages the product ships with, kept current because they are the documentation.
Lessons are the live docs
Every lesson is a page of the product documentation. When the product changes, the docs change with it — so a course can't quietly drift out of date the way a recorded walkthrough does.
Short, ordered, self-paced
Each course sequences its pages so concepts land in the right order, and says up front how long the reading takes. Most finish in under ten minutes — plus the time you spend trying it for real.
Free, with nothing gated
No account to create, no email to trade, no certificate upsell at the end. Open lesson one and start; come back to any lesson whenever the work brings you there.
Start here
Your first week with Helpdesk
Two short courses that take a new team from an empty workspace to working tickets with confidence. Start at lesson one; each page builds on the last.
Work the inbox
The day-to-day craft: replying well, finding anything fast, and letting summaries and shortcuts carry the repetitive weight.
For admins
Set up the workspace your team works in
Three courses for whoever owns the configuration: who is on the team, how tickets find them, and which busywork the rules take over.
Team & routing
From inviting the first teammate to skills-based routing — how tickets reach the right person without a dispatcher.
Contacts, fields & structure
The data model under your support: who customers are, which fields describe your work, and how related tickets stay connected.
Automations & SLAs
Plain-language rules for the repetitive work, and response-time promises the system actually tracks — including outside business hours.
Channels
Open the doors customers walk through
Email and live chat, set up properly: authenticated domains, branded templates, and a chat widget your site can carry from day one.
Email, done properly
Connect your support address, authenticate your domain so replies land in inboxes, and keep the noise out.
Live chat
Put the widget on your site, shape what visitors see, and handle conversations without dropping the email queue.
The AI agent
Autonomy is configured, not assumed
Two courses on the part evaluators ask about most: grounding the AI agent in your knowledge, then deciding — explicitly — what it may do alone.
Ground the AI agent
What the agent is, where its answers come from, and how intent categories and classification decide which tickets it touches.
Actions & approval gates
Connecting real systems, gating what the agent may execute without a person, and teaching it from the corrections your team makes.
Improve
Deflect more, and know it worked
Self-service that answers before a ticket exists, and the numbers that tell you whether any of this is actually getting better.
Self-service that deflects
A knowledgebase customers can actually use — written once, translated where your customers are.
Measure & audit
The reporting dashboard, satisfaction surveys, and the audit log that keeps every change accountable.
Playbook
Turn what your team knows into procedure
For teams running Playbook: what it is, how to get it in front of your team, and how living documents stay accurate as the work changes.
Playbook essentials
The ideas behind Playbook and the shortest path from nothing to a workspace your team can open.
Author & maintain content
Writing procedures people follow, and version control that shows exactly what changed when the procedure did.
Learn by doing
The best classroom is a running workspace
Read a lesson, then do it for real: a free workspace gives every course somewhere to land — your tickets, your rules, your knowledge.
Free 14-day trial · No credit card · Every course stays free