Getting Started with Keme SupportOps

After signing up at app.keme.io, you will receive a verification email. Click the link to confirm your address and activate your account.

On first login you are prompted to enter your organisation name, time zone, and preferred currency. These settings affect SLA timestamps and billing — choose carefully, as changing them later requires a support request.

Once the form is submitted, Keme provisions your organisation namespace and redirects you to the onboarding wizard. The wizard is optional but recommended for new teams.

Workspaces are isolated environments inside your organisation. A workspace typically maps to a single game title or product line, each with its own inboxes, agents, SLA policies, and analytics.

Navigate to Settings → Workspaces → New Workspace. Give it a descriptive name (e.g. "Realm of Ashes – Live Ops") and select a timezone that matches your player base. You can create additional workspaces later.

Starter plans support one workspace. Growth plans allow up to five, and Enterprise plans are unlimited. If you exceed your plan limit, Keme will prompt you to upgrade before creating the next workspace.

Keme ingests tickets from multiple sources: email, Discord, in-game webhooks, and a hosted web widget. Go to Settings → Channels and click Add Channel.

For Discord, authorize the Keme bot in your server and select the channels to monitor. For email, add an alias or configure SMTP forwarding to your workspace inbox address shown in the dashboard.

Once connected, incoming messages appear in the Inbox in real time. Channels can be paused or disconnected at any time without losing historical ticket data.

Head to Settings → Team Members → Invite. Enter the email addresses of your agents and choose a role: Agent, Senior Agent, or Manager. Enterprise plans can define custom roles.

Invited users receive an email with a secure sign-in link valid for 48 hours. If they miss the window, you can resend the invitation from the pending invitations list.

Once accepted, team members appear in the Agents list and can be assigned to queues, SLA policies, and automation rules immediately.

Tickets are created automatically when a player message arrives through a connected channel. You can also create tickets manually by clicking New Ticket in the top navigation bar.

Fill in the subject, channel, priority level, and assign an agent (or leave unassigned for the queue to handle). Attach relevant files or screenshots using the paperclip icon.

Once saved, the ticket is visible in the Inbox, the assigned agent receives a notification, and SLA countdown timers begin based on your workspace policy.

The Home dashboard gives you a live snapshot of open tickets, SLA health, average response times, and agent workload. Widgets are interactive — click any metric to drill down into a filtered ticket view.

The AI Copilot panel on the right side of the dashboard surfaces active risk signals: players showing churn patterns, recurring complaint topics, and unusual ticket volume spikes.

Bookmark the dashboard as your daily start page. From here you can reach any workspace, ticket queue, or report in two clicks or fewer.