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		<title><![CDATA[RackHelm]]></title>
		<link>https://rackhelm.com/</link>
		<description><![CDATA[Take the helm of your hosting business]]></description>
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			<title><![CDATA[My Sites: the site dashboard]]></title>
			<pubDate>Tue, 27 Oct 2026 16:32:08 +0000</pubDate>
			<description><![CDATA[My Sites is where you manage web hosting bought from your provider — the PHP environment, the applications installed on the site, security findings and backups, plus links out to domains, email, databases, FTP and the SEO report. This article covers the site list and the dashboard itself; each]]></description>
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			<title><![CDATA[All Services]]></title>
			<pubDate>Tue, 27 Oct 2026 16:32:06 +0000</pubDate>
			<description><![CDATA[All Services is the single list of everything you have bought — game servers, websites, domains, SSL certificates, licences and anything else your provider sells. Every purchased item has a page here, whatever runs behind it, including items that are still being set up and items with nothing to]]></description>
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			<title><![CDATA[Getting support: tickets and attachments]]></title>
			<pubDate>Tue, 27 Oct 2026 16:32:05 +0000</pubDate>
			<description><![CDATA[Support runs on tickets rather than email threads, so every message, attachment and status change stays in one place you can refer back to. This article covers opening a ticket, attaching files, replying, and what the statuses mean. Opening a ticket Select Open Ticket in the sidebar, or New Ticket]]></description>
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			<title><![CDATA[Sub-accounts: inviting a colleague]]></title>
			<pubDate>Tue, 27 Oct 2026 16:32:03 +0000</pubDate>
			<description><![CDATA[A sub-account is a second sign-in for the same billing account — useful when a colleague, developer or agency needs to manage your services without sharing your password. This article covers creating one, what a sub-account can and cannot do, the password prompts that guard those changes, and how]]></description>
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			<title><![CDATA[Understanding your invoices]]></title>
			<pubDate>Tue, 27 Oct 2026 16:32:01 +0000</pubDate>
			<description><![CDATA[Every charge on your account is represented by an invoice: the first payment for a service, each renewal, prorated differences when you change a package, and top-ups of account credit. When several of your services renew on the same day, your provider can bill them together on one invoice, which is]]></description>
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			<title><![CDATA[The cart and checkout]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:59 +0000</pubDate>
			<description><![CDATA[The cart holds everything you have configured; checkout turns it into an order. This article covers reviewing the cart, choosing the currency you pay in, applying a promo code, using account credit, choosing how to pay, and the terms you may be asked to accept before the order can go through. Your]]></description>
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			<link>https://rackhelm.com/documentation/admin-notifications/</link>
			<title><![CDATA[Admin Notifications]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:58 +0000</pubDate>
			<description><![CDATA[The admin notification system is how your staff hear that something happened: a provisioning failure, an order, a payment that needs reconciling, a licence problem. You choose which events matter, where each one is sent, and who receives it — and every attempt is written to a delivery log so]]></description>
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			<title><![CDATA[System Schedules and the Scheduler]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:56 +0000</pubDate>
			<description><![CDATA[Almost everything RackHelm does on its own — raising renewal invoices, charging stored cards, suspending unpaid services, pulling support email into tickets, reconciling domains at the registrar, refreshing exchange rates — is a system schedule. Each one is a row you can enable, retime, tune and]]></description>
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			<link>https://rackhelm.com/documentation/custom-api-deliveries/</link>
			<title><![CDATA[The Deliveries Log]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:54 +0000</pubDate>
			<description><![CDATA[Every outbound call a Custom API integration makes is written down before it goes out, whether it succeeds, fails or never gets picked up. The Deliveries tab is that log: what was sent, what came back, what went wrong, and the one button that sends it again. This is the screen to open when a]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/custom-api-service-page/</guid>
			<link>https://rackhelm.com/documentation/custom-api-service-page/</link>
			<title><![CDATA[Service Fields and the Customer’s Service Page]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:53 +0000</pubDate>
			<description><![CDATA[Capturing a value from a provider's reply stores it; it does not show it to anybody. The Service page tab is where you decide which captured values a customer sees at /services/{id}, how each one is rendered, and which are treated as credentials. This article covers building those fields —]]></description>
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			<title><![CDATA[Request Signing and Security]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:51 +0000</pubDate>
			<description><![CDATA[Every call a Custom API integration makes carries a set of correlation headers, and — unless you switch it off — an HMAC signature the receiving system can use to prove the request really came from your portal and is not a replay. This article documents the headers on the wire, the signature]]></description>
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			<title><![CDATA[Tickets in the Client Portal]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:49 +0000</pubDate>
			<description><![CDATA[This is what your customers see when they use the support desk from the client portal. It is worth knowing in detail, because it explains several questions your agents will be asked — how a customer reopens a closed ticket, why they cannot change a priority after opening, and which of the account's]]></description>
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			<title><![CDATA[Guest Tickets and the Contact Form]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:48 +0000</pubDate>
			<description><![CDATA[Guest tickets let someone who has no account with you raise a support request from a public contact form. RackHelm holds every submission behind an email-confirmation step: nothing is stored as a ticket, and no account is created, until the sender clicks a link sent to the address they typed. This]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/ticket-attachments/</guid>
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			<title><![CDATA[Ticket Attachments]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:46 +0000</pubDate>
			<description><![CDATA[Customers and agents can attach files to any ticket message, and files arriving on inbound email are imported too. Attachments are stored privately, outside the web root, and served only through an authorised download route. This article covers the limits, where the files live, and what happens]]></description>
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			<title><![CDATA[Ticket Settings]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:44 +0000</pubDate>
			<description><![CDATA[Support → Ticket Settings holds the desk-wide options: how tickets are numbered, which department the portal files its own tickets in, your SLA targets and business hours, when inactive tickets close on their own, whether the customer sees the tickets the portal opens, whether tickets auto-assign]]></description>
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			<title><![CDATA[The Spam Filter]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:42 +0000</pubDate>
			<description><![CDATA[The spam filter is a blocklist of email addresses and domains. Any inbound message from an address on the list, or from any address at a domain on it, is discarded before it can become a ticket or a reply. It is deliberately simple: an exact address or a whole domain, no patterns, no scoring]]></description>
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			<title><![CDATA[Email Routing and IMAP Piping]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:41 +0000</pubDate>
			<description><![CDATA[Email routing turns a mailbox into a ticket queue. RackHelm polls each mailbox you configure, files new messages as tickets in a department you choose, and threads replies back onto the ticket they belong to. It speaks IMAP, POP3 and the Microsoft 365 Graph API. This article is for whoever sets a]]></description>
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			<title><![CDATA[Canned Replies]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:39 +0000</pubDate>
			<description><![CDATA[Canned replies are saved answers your agents can drop into a ticket in one click — "we have received your request", "here are your nameserver details", "your domain transfer needs an auth code". They support a handful of {variable} placeholders that are filled in from the ticket you are working on]]></description>
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			<title><![CDATA[Support Departments]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:37 +0000</pubDate>
			<description><![CDATA[Departments are how RackHelm decides which tickets an agent sees. They are the routing target for the client portal, the contact form and every inbound mailbox, and they are also the visibility boundary — an agent's queue is the union of their departments' tickets, anything assigned to them]]></description>
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			<title><![CDATA[Working a Ticket]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:35 +0000</pubDate>
			<description><![CDATA[The individual ticket screen is where the actual support work happens. It puts the conversation in the middle, the customer's context on the right, and a composer that can reply and set the resulting status in one action. It is also a workspace for getting through a queue: you can move to the next]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/the-ticket-queue/</guid>
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			<title><![CDATA[The Ticket Queue and Status Board]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:34 +0000</pubDate>
			<description><![CDATA[Support → All Tickets is where your team works. It offers two ways to look at the same queue: a searchable, sortable table with bulk actions, and a read-only status board that shows the shape of the backlog at a glance. This article covers both, plus the trash. Before you start Note: The screen]]></description>
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			<title><![CDATA[How the Helpdesk Works]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:32 +0000</pubDate>
			<description><![CDATA[The RackHelm support desk collects every customer conversation into one queue, whether it arrived from the client portal, from an email address you poll, or from the public contact form. This article explains where tickets come from, what the statuses and priorities mean, and who can see what —]]></description>
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			<title><![CDATA[Audit Logs and Authentication Logs]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:30 +0000</pubDate>
			<description><![CDATA[RackHelm keeps two separate histories, and knowing which one answers your question saves a lot of time. The audit log records changes to data — who edited what, and what the values were before and after. The authentication log records sign-ins and sign-outs for one account, with IP address and]]></description>
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			<title><![CDATA[Sub-Accounts]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:28 +0000</pubDate>
			<description><![CDATA[A sub-account is a second login attached to an existing customer account. It exists so a business customer can give a colleague — a developer, a bookkeeper — their own username and password instead of sharing one set of credentials. Everything the sub-account touches still belongs to the parent]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/built-in-roles/</guid>
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			<title><![CDATA[The Five Built-in Roles]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:26 +0000</pubDate>
			<description><![CDATA[RackHelm seeds five roles when it is installed. Four of them are staff roles; the fifth is the role every self-registering customer receives. This article says exactly what each one can do out of the box, so you can pick the closest fit rather than building a role from 98 switches. The five roles]]></description>
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			<link>https://rackhelm.com/documentation/permission-reference/</link>
			<title><![CDATA[Permission Reference]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:25 +0000</pubDate>
			<description><![CDATA[This is the list of the permissions RackHelm ships with, in the same eleven groups the role editor uses. Use it when you are building a role and need to know what a switch actually unlocks. For how roles, ranking and inheritance work, see Roles and Permissions. Note: A Super Admin bypasses every]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/roles-and-permissions/</guid>
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			<title><![CDATA[Roles and Permissions]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:23 +0000</pubDate>
			<description><![CDATA[Everything a staff member can do in RackHelm comes from the roles on their account. A role is a named bundle of permissions plus a position in a ranked list, and that ranking does real work: a role automatically inherits everything held by the roles beneath it. This article covers the ranking, the]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/how-invoicing-works/</guid>
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			<title><![CDATA[How Invoicing Works]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:21 +0000</pubDate>
			<description><![CDATA[Every charge a customer sees in RackHelm is an invoice. This article explains how an invoice is put together, how it is numbered, which statuses it can hold, how the admin invoice list filters and its bulk actions behave, what deleting an invoice actually does, where the PDF comes from, and how the]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/order-cancellations/</guid>
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			<title><![CDATA[Order Cancellations]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:20 +0000</pubDate>
			<description><![CDATA[A cancellation in RackHelm is a scheduled event, not an immediate one: the service keeps running until the end of the period the customer has already paid for, and only then is it torn down. This article explains both the customer-initiated flow and the operator equivalent, and what each does to]]></description>
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			<title><![CDATA[Suspending, Unsuspending and Terminating a Service]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:18 +0000</pubDate>
			<description><![CDATA[Suspension withholds a service; termination destroys it. RackHelm keeps both as two separate things: a local status on the package, and a remote call to the control panel or registrar. Knowing which of the two a given button performs is the difference between a customer who is merely locked out and]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/pending-provisioning-queue/</guid>
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			<title><![CDATA[The Pending Provisioning Queue]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:16 +0000</pubDate>
			<description><![CDATA[Pending Provisioning is the operator's work queue: every package and addon that has not finished being set up, whether it is waiting on the scanner, waiting on a person, or has failed outright. Clearing it is the daily routine that keeps paid services from quietly never arriving. This article is]]></description>
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			<title><![CDATA[Active Packages]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:15 +0000</pubDate>
			<description><![CDATA[Active Packages is the service-side view of your customer base: one row per live package, whatever order it came from. It is where you go to see what is running, what is stuck, and to change anything about an individual service. This article is for operators and staff. Before you start Note: The]]></description>
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			<title><![CDATA[Viewing and Managing Orders]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:13 +0000</pubDate>
			<description><![CDATA[All Orders is the billing-side record of every purchase: who bought what, for how much, and which invoices came out of it. It is a read-only view by design — apart from ending a whole live order, everything you can change about a running service lives on the package screen instead. This article is]]></description>
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			<title><![CDATA[The Order Lifecycle]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:11 +0000</pubDate>
			<description><![CDATA[Every purchase in RackHelm is stored as an order that holds one or more order items — the things the admin area calls packages. Understanding the lifecycle matters because RackHelm tracks state in three separate columns, not one, and a screen that looks wrong is usually two of those columns]]></description>
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			<title><![CDATA[Creating and Editing a Product]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:10 +0000</pubDate>
			<description><![CDATA[A product is one thing a customer can buy: a hosting plan, a game server, a domain extension, an SSL certificate. The product editor is a five-tab workspace covering identity, pricing, provisioning, configurable options and store presentation. This article walks through every tab and field, and is]]></description>
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			<title><![CDATA[Queue Workers, Horizon and the Scheduler]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:08 +0000</pubDate>
			<description><![CDATA[Almost nothing important in RackHelm happens during the web request that triggers it. Provisioning a new service, charging a card, generating an invoice, sweeping every registrar, sending an e-mail and delivering a webhook are all queued and executed by a background worker. This article explains]]></description>
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			<title><![CDATA[A Tour of the Client Portal]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:06 +0000</pubDate>
			<description><![CDATA[The client portal is what your customers see after they sign in. It is a completely separate set of screens from the staff area, with its own sidebar, and nothing in it needs a permission — any signed-in customer with a verified e-mail address gets the whole thing. This article walks that sidebar]]></description>
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			<title><![CDATA[A Tour of the Admin Area]]></title>
			<pubDate>Tue, 27 Oct 2026 16:31:05 +0000</pubDate>
			<description><![CDATA[The staff area lives at /admin and everything in it hangs off one sidebar. This article walks that sidebar top to bottom, says what each entry is for, and names the permission that reveals it. Use it as a map when you know what you want to do but not where it lives. Before you start To see anything]]></description>
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			<link>https://rackhelm.com/documentation/ticket-satisfaction-ratings/</link>
			<title><![CDATA[Ticket Satisfaction Ratings]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:53 +0000</pubDate>
			<description><![CDATA[When satisfaction ratings are on, every closed ticket asks the customer "How did we do?" with a 👍 Good or 👎 Not good answer and an optional comment. Each rating is shown on the ticket and credited to a member of staff, and the Customer satisfaction card on the Ticket Analytics report adds them up]]></description>
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			<title><![CDATA[SLA Policies, Business Hours and Snoozing]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:52 +0000</pubDate>
			<description><![CDATA[SLA policies set how quickly your team should answer and resolve tickets, per priority, counted around the clock or only in your business hours. Every ticket shows where it stands against its targets, the ticket list has an SLA breached view, and staff can be alerted once when a target is missed]]></description>
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			<title><![CDATA[The Public Knowledge Base]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:51 +0000</pubDate>
			<description><![CDATA[The knowledge base is a public help centre at /knowledgebase: articles grouped into categories, a search, and a "Was this article helpful?" vote on every article. Customers and visitors can read it without signing in, and the ticket forms suggest matching articles while someone types a subject, so]]></description>
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			<guid isPermaLink="false">https://rackhelm.com/documentation/public-status-page/</guid>
			<link>https://rackhelm.com/documentation/public-status-page/</link>
			<title><![CDATA[The Service Status Page]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:51 +0000</pubDate>
			<description><![CDATA[The Service Status page at /status tells customers how your services are running: a banner with the overall state, each service you list with its current status, any incident you are working on, planned maintenance, and the incidents of the last 14 days. While an incident is open, the ticket forms]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/package-product-tab/</guid>
			<link>https://rackhelm.com/documentation/package-product-tab/</link>
			<title><![CDATA[The Package Page: Product Tab and Needs Attention]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:50 +0000</pubDate>
			<description><![CDATA[The Product tab on a package's page shows what RackHelm knows about the service: what it is, what the provider says about it, how it was created, what has been sent to the provider, what the customer sees and what has changed. Above the tabs, a Needs attention strip warns about anything staff]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/active-orders/</guid>
			<link>https://rackhelm.com/documentation/active-orders/</link>
			<title><![CDATA[Active Orders]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:49 +0000</pubDate>
			<description><![CDATA[Active Orders lists your live orders with their packages beneath them, so you can see a customer's purchase as one thing and end it in one go. It sits beside Active Packages, which lists the same live services one package per row. This article covers the page, ending a whole order with Cancel order]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/inbound-webhook-events-and-callbacks/</guid>
			<link>https://rackhelm.com/documentation/inbound-webhook-events-and-callbacks/</link>
			<title><![CDATA[Inbound Webhooks: Events, Callbacks and Status]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:47 +0000</pubDate>
			<description><![CDATA[Every event an inbound webhook receives is kept in its event log, on the Events tab, with what became of it. This article explains the log and the buttons on it, the reports the portal sends back to the sending system (callbacks), the status address the sender can ask at any time, and the staff]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/inbound-webhook-actions/</guid>
			<link>https://rackhelm.com/documentation/inbound-webhook-actions/</link>
			<title><![CDATA[Inbound Webhooks: Cancelling, Suspending and Terminating]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:46 +0000</pubDate>
			<description><![CDATA[Once an inbound webhook has created a service, the sending system can go on to cancel it, withdraw that cancellation, terminate it, suspend it or lift the suspension, by posting further events to the same webhook. This article covers the Actions tab, which decides which events do what and how each]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/inbound-webhook-mapping/</guid>
			<link>https://rackhelm.com/documentation/inbound-webhook-mapping/</link>
			<title><![CDATA[Inbound Webhooks: Mapping Events to Orders]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:45 +0000</pubDate>
			<description><![CDATA[An inbound webhook has to read each event the way the sending system writes it: where the customer ID is, which product it is for, when the first charge falls due. This article covers the four tabs that turn an event into an order (Mapping, Customers, Products and Add-ons & options) and the dry run]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/inbound-webhooks/</guid>
			<link>https://rackhelm.com/documentation/inbound-webhooks/</link>
			<title><![CDATA[Inbound Webhooks]]></title>
			<pubDate>Tue, 27 Oct 2026 16:30:44 +0000</pubDate>
			<description><![CDATA[An inbound webhook lets another system tell RackHelm about a service it has created itself. A licence server that issues a reseller's licence, for example, posts a signed event to the webhook's URL, and RackHelm records the order for that service, for the right customer and product, and bills it]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/payment-attempts/</guid>
			<link>https://rackhelm.com/documentation/payment-attempts/</link>
			<title><![CDATA[Unresolved Card Payments: Payment Attempts]]></title>
			<pubDate>Tue, 27 Oct 2026 13:18:58 +0000</pubDate>
			<description><![CDATA[Card payments do not always end in a clean yes or no. A bank can hold a payment for review, a gateway can time out after taking the money, or a customer can close the browser between the charge and the order. Billing → Payment Attempts is where those land. Nothing on this screen is automatic: every]]></description>
		</item>
		<item>
			<guid isPermaLink="false">https://rackhelm.com/documentation/sites-wordpress-tools/</guid>
			<link>https://rackhelm.com/documentation/sites-wordpress-tools/</link>
			<title><![CDATA[Sites: WordPress tools]]></title>
			<pubDate>Tue, 27 Oct 2026 13:18:56 +0000</pubDate>
			<description><![CDATA[The Applications card on a site's dashboard installs WordPress and other applications, opens the WordPress admin, updates WordPress core and removes an installation. Open My Sites → your site — the card is on the right. It works on Enhance, cPanel, Plesk, DirectAdmin, CyberPanel and ISPmanager]]></description>
		</item>
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