HelixSync Knowledge Base

HelixSync is a work management platform for B2B teams. It unifies projects, tasks, change requests, calendar, workflows, and people management in one workspace, with Pulse providing real-time health intelligence. It's designed so teams stay aligned without needing a dedicated project manager watching every ticket.

Related: [KB-002], [KB-003], [KB-008]

HelixSync groups features into four areas in the left nav: - **Overview** — Dashboard, Pulse, Analytics (Trends). - **Work Management** — Projects, Project Library, Change Requests, Forms (paid plans), Docs (paid plans), Wiki (paid plans), Whiteboards (paid plans), Calendar, Workflows. - **People** — Members, Teams, Departments, Locations. - **Administration** — Organization Settings, Workspace Settings, Invitations, Bulk Uploads. Visible to Admins only.

Related: [KB-001], [KB-008]

The Dashboard is the personalized landing page after login. It shows a greeting + smart summary line (tasks due soon, blocked tasks, aging tasks), two rows of priority/management tiles, the **My Work** task panel on the left, **Project Pulse** + **What Changed** on the right, **Quick Actions**, and (for Admins/Project Leads only) the full-width **Admin Pulse** panel.

Related: [KB-004], [KB-005], [KB-006]

My Work is the interactive task panel on the left side of the Dashboard. It updates live based on three filter groups: - **Assignment toggles**: Assigned to me / Everyone / Unassigned. - **Project filter**: all projects or one project; "Only Stalled" checkbox. - **Status tabs**: Now / Next / Waiting / Done. Columns: Task Name (project below), Status badge, Due Date, Owner, Action menu.

Related: [KB-003], [KB-007]

Project Pulse is the right-side workspace summary on the Dashboard. Four metrics: - **At Risk Projects** — count flagged Risk by Pulse health scoring. - **Stuck Items** — count of blocked + waiting tasks (with breakdown). - **WIP** — total active tasks across the workspace. - **Throughput** — tasks completed in the last 7 days.

Related: [KB-003], [KB-014]

Admin Pulse is a full-width panel visible only to Admins and Project Leads. Five tabs: - **At-Risk** — projects/tasks flagged at-risk org-wide. - **Overdue** — every overdue task with owner. - **Bottlenecks** — team members with stalled or stuck tasks (names + counts). - **Teams** — per-team task completion rates and project involvement. - **Adoption** — active users, pending users, pending invites, expired invites.

Related: [KB-003], [KB-008], [KB-014]

A task is considered aging when it has been stale for 14 or more days without status updates or progress. The Dashboard's Aging Work tile surfaces these. Click the tile to jump to the filtered task list and take action.

Related: [KB-004]

HelixSync has four platform-level roles: - **SuperAdmin** — HelixSync staff who manage the platform across all companies. Not a role you assign to your own users. - **Admin** — manages your company: members, billing, all projects, settings, workflows, integrations, Administration section. - **Developer** — technical user with access to platform configuration and integrations. - **User** — standard member who works on assigned projects and tasks.

There is no "Manager" role. Pulse and dashboards refer to "Project Lead" as a function (project owner / lead role on a team), not a separate platform role.

Related: [KB-026], [KB-122]

Pulse is HelixSync's real-time health intelligence engine. It scores each project's health on a 0–100 scale and surfaces what's at risk and what to do. The Pulse area in the left nav has four tabs: **Executive**, **Pipeline**, **Delivery**, and **Settings**.

Related: [KB-010], [KB-011], [KB-012], [KB-013]

The Executive tab is a leadership-level summary. Four summary tiles: - **Overall Health** — composite 0–100 score with status badge, % change vs prior period. - **Projects** — total active projects, broken down by On Track / Watch / Risk. - **Task Progress** — completed vs total tasks with % bar. - **Attention Needed** — counts of overdue tasks, blocked tasks, and pending change requests.

Below the tiles: per-project health cards with badge, score, progress, deadline countdown. A **Top Risks** section lists prioritized risks across all projects.

Related: [KB-009], [KB-014], [KB-015]

The Pipeline tab is a cross-project view of work flow. Summary metrics: - **In Pipeline** — active work items count. - **Cycle Time** — avg days to complete a task once started. - **Lead Time** — avg days from request to completion. - **Throughput** — items completed per week.

Also shows: total **WIP vs WIP limit** (red bar if exceeded), per-stage breakdown with item counts and avg days in stage (NotStarted is flagged as Bottleneck when items pile up), Daily/Weekly throughput, **P85 Cycle Time** (the duration within which 85% of tasks finish), and **WIP by Team Member** (each person's WIP vs personal limit).

Related: [KB-009], [KB-016]

The Delivery tab is HelixSync's predictive delivery view. Summary tiles: - **Delivery Confidence** — 0–100 likelihood of on-time delivery, color-coded. - **On-Time Probability** — % chance based on current velocity and remaining work. - **Scope Completion** — % of defined scope completed. - **Budget Compliance** — % adherence to planned budget.

Also: velocity metrics (Current / Average / Required for On-Time), predictability (estimate accuracy %, on-time delivery rate, schedule variance, scope variance), Delivery Forecast (variance, confidence %, remaining tasks, remaining work days), Milestone Status (per-milestone planned vs forecast vs completion dates with confidence %), and a Delivery Risks list (each risk has type, severity Low/Medium/High, schedule impact in days, mitigation recommendation, and click-through to the underlying task).

Related: [KB-009], [KB-019], [KB-051]

The Settings tab (Admin only) configures how Pulse calculates health. Defaults: - **Health thresholds** — On Track ≥ 80, Watch ≥ 60, Risk < 60. - **Score weights** — Schedule 30%, Task Completion 25%, Dependency Health 20%, Scope Stability 15%, Resource Health 10% (must sum to exactly 100; enforced at save). - **WIP** — default 5 active tasks per user, alert threshold 10%. - **Alerts** — Real-Time toggle, Email toggle, Alert Health Change Threshold default 10 (triggers when score moves by this amount). - **Snapshots** — frequency every 24 hours, retention 90 days.

Changes apply immediately org-wide.

Related: [KB-009], [KB-040]

Pulse uses four health states: - **On Track (Green)** — score ≥ 80. - **Watch (Amber)** — score 60–79; something's drifting. - **Risk (Red)** — score < 60; needs critical attention. - **Unknown / Still Assessing (Gray)** — not enough data yet.

These thresholds are configurable in Pulse → Settings.

Related: [KB-009], [KB-013], [KB-040]

Gates are stage checkpoints in a project's workflow. The default sequence created for new projects is **G0 (Idea) → G1 (Approved) → G2 (In Flight) → G3 → G4 → POST**, but every project can define its own gate sequence (any code up to 20 characters). Each task can be assigned to a specific gate. The project tracks a **Current Gate** to show where it sits in the lifecycle. Advancing gates is manual — HelixSync does not auto-advance.

Related: [KB-027], [KB-028]

Tasks are organized into Sections within Gates. In project exports, a task's hierarchical address is rendered in the format **Gate-Section-Number**, for example `G1-S1-01`. There is no separate Milestone level in this address. Inside a project, you can also group/filter tasks by Milestone (see [KB-017]).

Related: [KB-015], [KB-017]

A Milestone is a special task that marks a key delivery point (e.g., "Design Sign-off", "Beta Launch"). Marking a task as a milestone (Is Milestone toggle) gives it a sequence number M1, M2, M3… and shows it distinctly on Gantt and grouped views. Other tasks can be linked to a milestone via the Assigned Milestone field, grouping related work under that delivery marker.

Related: [KB-016], [KB-038]

A project can be in one of seven states: - **Planning** — being scoped out. - **Backlog** — queued, not started. - **Ready** — approved and ready to kick off. - **In Progress** — actively being worked on. - **Waiting** — paused, waiting on something external. - **Blocked** — cannot move forward due to a blocker. - **Done** — completed.

These appear as the project status badge on cards, the Projects list, and Pulse.

Related: [KB-019], [KB-035]

A task can be in one of eight states: - **Not Started** → **In Progress** → **Completed** - **On Hold** — paused temporarily. - **Stalled** — no recent progress. - **Waiting for Approval** — needs sign-off before it can proceed. - **Needs Revision** — sent back for rework. - **Cancelled** — no longer needed.

Workflows can transition tasks between states automatically based on triggers.

Related: [KB-039], [KB-046]

Every task has a priority: **Low**, **Medium**, **High**, or **Critical**. Workflows can change priority automatically (e.g., escalate to Critical when a task goes overdue). Pulse factors task priority into the project health score.

Related: [KB-019], [KB-046]

A Change Request (CR) is a formal record of a proposed change to a project, system, environment, or process. CRs flow through this lifecycle: **Draft → Pending → Submitted → In Review → Approved (or Rejected) → In Progress → Completed → Closed**, with **Canceled** available as a terminal state from any pre-Closed point. Each CR can be linked to a project, department, environment, and carry a description, attachments, comments, start/due dates, and a submitter + assignee.

Related: [KB-049], [KB-050]

Task dependencies define ordering. HelixSync supports four dependency types: - **Finish-to-Start** — Task B starts after Task A finishes (most common). - **Start-to-Start** — Task B starts when Task A starts. - **Finish-to-Finish** — Task B finishes when Task A finishes. - **Start-to-Finish** — Task B finishes when Task A starts (rare).

You can also add lag days (a buffer delay) between dependent tasks. Pulse tracks blocked dependencies as a health risk.

Related: [KB-038], [KB-082]

Workflows are automation rules that fire when something happens to a task. Each workflow has a **trigger** (the event), optional **conditions** (filters joined by AND or OR), and one or more **actions**. Available trigger types: TaskCreated, TaskStatusChanged, TaskAssigned, TaskDueDateApproaching, TaskOverdue, TaskPriorityChanged, TaskBlocked, TaskUnblocked, TaskCompleted. Available actions: SendNotification, SendEmail, UpdateTaskStatus, UpdateTaskPriority, AssignTask, UnassignTask, AddComment, SetDueDate, CreateSubTask, WebhookCall.

Related: [KB-024], [KB-025], [KB-058]

Five built-in workflows are seeded for every company at setup, all Active: 1. **Notify on High Priority Task** — TaskCreated; notifies when priority is High or Critical. 2. **Escalate Blocked Tasks** — TaskBlocked; notifies the team lead. 3. **Due Date Reminder** — TaskDueDateApproaching; sends reminder. 4. **Celebrate Task Completion** — TaskCompleted; adds a celebratory comment. 5. **Overdue Task Alert** — TaskOverdue; urgent notification + priority bump.

You can deactivate, edit, clone, or replace these.

Related: [KB-023], [KB-025], [KB-058]

Each workflow has two governance settings: - **Max Executions Per Hour** — caps how many times the workflow can fire in a rolling hour window. Optional; leave blank for unlimited. Built-ins are seeded with limits between 20 and 100 to prevent notification storms during bulk imports. - **Execution Order** — when multiple workflows could fire on the same event, the lower number runs first (e.g., 1 fires before 2). Built-ins use orders 1–5.

Related: [KB-023], [KB-024]

**Teams** are functional working groups (squads, project pods, cross-functional groups) that get assigned to projects and tasks. **Departments** are formal org-chart units used to scope projects, route Change Requests, and group reports. A user can belong to multiple teams AND multiple departments simultaneously — HelixSync explicitly supports this because real organizations often have people wearing multiple hats.

Related: [KB-098], [KB-099]

Two paths: 1. **From scratch** — Work Management → Projects → **+ Add Project**. Fill in name, description, start date, optional end date, department, location, owner, and starting status. Save. 2. **From a template** — Work Management → Project Library → pick a template → **Use Template** → complete the short interview (department, team-member-to-role mapping, project name, optional description, start date) → **Create Project**. The full Gate/Section/Task hierarchy is generated with auto-calculated dates.

Related: [KB-029], [KB-030], [KB-073]

Open the project → Gates section → **+ Add Gate**. Give it a code (up to 20 characters, e.g., G0, G1, POST), a display name, optional description, and sort order. Each project keeps its own gate list — two projects can have completely different gate structures. New projects start with a default G0–G4 + POST sequence; you can rename, reorder, or replace any of them.

Related: [KB-015], [KB-027]

Open the project, find the **Current Gate** field, and pick the next gate. This is manual — HelixSync does not auto-advance. Before advancing, finish or cancel all tasks in the current gate so you don't leave work behind.

Related: [KB-015], [KB-028]

Open the project and click the status badge. Pick from Planning / Backlog / Ready / In Progress / Waiting / Blocked / Done. The change saves immediately and propagates to Pulse and the Dashboard. If you set Blocked, add a description note so the team knows what the blocker is.

Related: [KB-018]

Open the project → Edit → fill in **Budget** and **Spent Budget**. Pulse uses these to calculate budget performance as part of the health score. Update Spent Budget regularly so cost-overrun risk surfaces automatically.

Related: [KB-027], [KB-040]

Open the project → Tasks tab → **+ Add Task**. Fill in title, description, status, priority, start/due date, optional task lead, team(s), estimated hours, work effort category, gate, section, and Milestone. Toggle **Is Milestone** if this task is a key delivery marker.

Related: [KB-019], [KB-020], [KB-033]

Open the project → Tasks → **Gantt View**. Tabs let you switch between Month, Week, and Day zoom. Drag a bar left/right to reschedule, drag bar edges to resize duration. Color coding: green = Completed, blue = In Progress, grey = Not Started, amber = On Hold, red = At Risk / Blocked. Milestones appear as dot markers on the timeline. Hover any bar for tooltip details. Use Export for reports.

Related: [KB-032], [KB-066]

Open the project → Tasks → toggle from list view to grouped view. The hierarchy collapses/expands at every level: Milestone (with task count, target date, overall %), Gate (readiness status, task count, completion count), Section (work category, task count), and Task (full details inline). Target dates display in red when overdue.

Related: [KB-016], [KB-017], [KB-032]

Open the task. Use **Task Lead** to set the single accountable person (only one). Use **Task Teams** to assign one or more teams. The Assignees / Contributors panel lists every individual on the task with name, email, and assignment date. Add more with **+ Add Contributor**, remove with the ✕ button. The Task Lead is automatically a participant.

Related: [KB-032], [KB-138]

Set Low / Medium / High / Critical when creating the task or edit it inline. Workflows can update priority automatically — for example, the seeded **Overdue Task Alert** bumps priority when a task passes its due date.

Related: [KB-020], [KB-024]

Tasks with **Approval Required** turned on move to **Waiting for Approval** when the assignee marks them done. Approvers get notified. Open the task, review, then click **Approve** or **Reject**. Reject sends the task to **Needs Revision** for rework.

Related: [KB-019]

Open a task → Dependencies → **Add Dependency**. Search for the predecessor task, choose the dependency type (Finish-to-Start is most common), optionally set lag days. The successor shows a dependency warning if the predecessor isn't complete; Pulse counts blocked dependencies as a health risk.

Related: [KB-022], [KB-082]

Open the parent task → Subtasks → **+ Add Subtask**. Subtasks have their own status, priority, assignee, and due date but nest under the parent. Subtask progress rolls up to the parent. Subtasks can themselves have subtasks.

Related: [KB-019], [KB-035]

Pulse → Settings (Admin only). You can adjust: - On Track (default 80) and Watch (default 60) thresholds. - Score weights — Schedule 30 / Task Completion 25 / Dependency 20 / Scope 15 / Resource 10. **Must sum to exactly 100** — the save is rejected if it doesn't. - Default WIP per user (default 5) and WIP alert threshold % (default 10). - Real-Time alerts toggle, Email alerts toggle, Alert Health Change Threshold (default 10). - Snapshot frequency (default 24 hours) and retention (default 90 days).

Related: [KB-013], [KB-014]

Pulse → Settings → toggle **Email Alerts** on. Set the **Alert Health Change Threshold** (default 10) — emails fire when a project's score moves by at least this amount in either direction. Make sure at least one alert email recipient is configured under Settings → Alert Email Recipients.

Related: [KB-013], [KB-040]

Work Management → Change Requests → **New Request**. Fill in title, description, priority, assignee, project, environment (Development / Staging / Production / etc.), department, start date, due date. Submit moves it from Draft to Pending. Reviewers will be notified.

Related: [KB-021], [KB-043]

CRs in **In Review** can be acted on by users with approval permissions. Open the CR, review details, attachments, and comments, then click **Approve** or **Reject**. Approved CRs move through Approved → In Progress → Completed → Closed. Rejected CRs go back to the submitter with your comments.

Related: [KB-021], [KB-042]

Open the task or CR → Attachments → drag-and-drop or browse. Files are stored in Azure Blob Storage. Allowed extensions cover the common safe types (pdf, doc, docx, xls, xlsx, txt, jpg, png, zip and similar). Per-file size limits depend on file type — for example PDFs and documents are capped at 10 MB, images at 5 MB, and archives at 50 MB. There is no enforced limit on the number of attachments per item, though your subscription plan may have aggregate storage limits.

Related: [KB-042], [KB-085]

Open the item → Comments → type your comment → Add. Use **@username** to mention and notify a specific person — they get an instant notification. Comments are timestamped and attributed; they're part of the permanent record. This is the right place to document decisions, request information, or post sign-off notes.

Related: [KB-042], [KB-043]

After completion, move the CR to **Closed**. To stop work before completion, set it to **Canceled**. Both transitions live in the status dropdown on the CR. Add a comment explaining the reason — the audit trail matters for compliance.

Related: [KB-021], [KB-042]

Work Management → Calendar. Three views: **Month** (planning view), **Week** (detailed schedule), **Day** (hour-by-hour). Use Today / Back / Next to navigate. Click **+ Schedule Meeting** to create a meeting directly. Calendar shows tasks, change requests, and meetings in one place. Click any item for an inline popup with full details and a **View Full Details** link.

Related: [KB-048]

Calendar items are color-coded by type and priority. Meetings are green. For Change Requests: Critical / High = red, Medium = amber, Low = indigo. For Tasks: Critical / High = red, Medium = blue, Low = purple. A yellow warning icon indicates a scheduling conflict between overlapping items.

Related: [KB-047]

Work Management → Workflows → **+ New Workflow**. Required: name and trigger type. Optional: description, conditions (with AND/OR logic), actions, **Max Executions Per Hour** (blank = unlimited; built-ins use 20–100 to prevent storms), **Execution Order** (lower fires first; default 0), and **Prevent Self-Trigger**. Set scope to all projects or specific projects. Activate when ready.

Related: [KB-023], [KB-024], [KB-025]

Open the workflow → click **Test Run** in the header. This evaluates the workflow against current data without firing actions. Use **Execution Logs** (also in the header) to review every actual firing — you can see when it ran and whether each action succeeded or failed.

Related: [KB-049], [KB-088]

Two paths: - **Pulse → Delivery tab → Delivery Risks** — shows specific tasks adding days to the timeline, with severity (Low/Medium/High), schedule impact, and a recommended mitigation. Click into a risk to jump to the task. - **Dashboard → Waiting / Blocked tile** — quick count of tasks needing unstick.

Related: [KB-012], [KB-082]

Reports → **+ New Report**. Choose a type: - **Project Status Report** — project health and progress snapshot. - **Change Request Report** — CR activity and status over a date range. - **Subscription Usage Report** — user and plan usage (Admins only).

Pick a date range → Generate. Reports process asynchronously and are downloadable when ready. Generated reports persist for re-download.

Related: [KB-053]

Most list pages have an Export button (download icon, top right of the filter bar) for CSV/Excel of the current filtered view. The Pulse Executive, Pipeline, and Delivery tabs each have an Export option for their charts. For richer exports, use Reports → Generate.

Related: [KB-052]

Work Management → Project Library. You'll see a search bar, a featured carousel, an industry tag cloud, and a grid of template cards (each showing name, category badge, description, gate/task/milestone counts, and a **Use Template** button). Click any card to preview, then run the interview to create a project from it.

Related: [KB-027], [KB-055], [KB-056]

Click **Use Template** on a template card. The interview walks you through: 1. Template preview (gates / tasks / milestones counts). 2. Select Department (optional). 3. Assign team members to template-defined roles (or invite new users in line). 4. Name the project (pre-filled from the template). 5. Add description (optional, pre-filled). 6. Set start date — all task dates auto-calculate from this. 7. Click **Create Project**.

The full Gate/Section/Task hierarchy is generated with benchmarked time estimates and pre-assigned team members.

Related: [KB-027], [KB-054]

Project Library → **Manage Templates** (Admins). Company Admins can edit, deactivate, or clone templates and import updated versions via Bulk Upload. The HelixSync platform team maintains the underlying library, reviews templates for accuracy, removes duplicates, and publishes new ones.

Related: [KB-054], [KB-076]

Administration → Bulk Uploads. Three steps: 1. **Download Template** for the upload type — the headers must match what HelixSync expects. 2. **Upload Data** — fill in the template, select the file, click Start Upload. 3. **View History** — confirm success; if rows failed, download the error report to fix and re-upload.

Failed rows are skipped — they never partially corrupt existing records.

Related: [KB-058], [KB-059], [KB-076]

Five types, each with its own template: - **Department** — multiple departments at once. - **Environment** — IT environments (e.g., Dev, Staging, Prod). - **User** — bulk invite users with email, role, team assignments. - **Project Template** — a single project template (Milestone / Gate / Section / Task hierarchy with hours). - **Project Template Library** — multiple templates in one batch.

Related: [KB-057]

When you import a project template, HelixSync scans every task for its Work Effort Category. If the category already exists in your Workspace Settings, it's reused. If not, it's automatically added. Templates are self-configuring — no manual category setup needed before import.

Related: [KB-057], [KB-060]

Administration → Workspace Settings → Work Effort Categories. Search, add (**+ Add Category**), or edit existing. Each category has an Active / Inactive toggle — deactivating preserves historical data while removing the category from new task selectors. Sort orders are typically numbered in increments (e.g., 10, 20, 30) so you can insert new categories between existing ones.

Related: [KB-059]

Top-right avatar → Profile. You can update display name, profile photo, "What I Do" bio, timezone, date/time format, and language. Timezone settings affect how dates show across projects and tasks. Save when done.

Related: [KB-122]

Profile → Security → **Enable Two-Factor Authentication**. Scan the QR code with an authenticator app (Google Authenticator, Authy, etc.) and enter the 6-digit code. Save your backup codes in a safe place — you'll need them if you lose access to your authenticator. 2FA is required for Admin accounts on some plan tiers.

Related: [KB-093], [KB-094]

People → Members → **Invite User**. Enter the email, pick a role (Admin / Developer / User), optionally assign a team. They get an invitation email. Invitations expire after 7 days; you can resend from the Invitations list (Administration → Invitations) using the Actions menu.

Related: [KB-064], [KB-091], [KB-122]

For 10+ users, use Administration → Bulk Uploads → Upload Type **User**. Download the CSV template, fill in first name, last name, email, role for each person, and upload. Each user gets an invitation email. Failed rows show in the upload's error report; fix and re-upload only the failed rows.

Related: [KB-057], [KB-063]

People → Members → Export. Downloads the current filtered view as Excel/CSV. Use the View Invitations button to see all pending, accepted, and expired invitations separately.

Related: [KB-063], [KB-091]

Two views: - **Pulse → Pipeline → WIP by Team Member** — each person's current WIP vs their personal limit, with a color-coded progress bar. Anyone over the limit is visible at a glance. - **Dashboard → Admin Pulse → Bottlenecks** — names and counts of team members with stalled or stuck tasks (Admins / Project Leads only).

Related: [KB-006], [KB-011]

People → Teams → **+ Add Team**. Enter name and description. Add members from the team detail page. Members can have a role within the team: Member (default), Lead, or Viewer. Teams are then assigned to projects and tasks.

Related: [KB-026], [KB-068]

Just add them to each team — HelixSync allows it by design. People → Teams → open each team → add the user. Their workload (WIP, tasks counts, Bottlenecks detection) aggregates across all team assignments. The Members list shows every team a person belongs to in the Team Role column.

Related: [KB-026], [KB-067]

People → Departments → **+ Add Department**. Enter name and description. Departments can be assigned to projects, used to scope Change Requests, and surface in the Reports & Analytics → Requests by Department chart. Or import in bulk via Administration → Bulk Uploads.

Related: [KB-026], [KB-058]

People → Locations → **+ Add Location**. Enter name, city, state, full address. Locations can be assigned to projects, which is useful for multi-site organizations tracking work by facility. Locations are optional — skip if your org is fully remote or location isn't relevant.

Related: [KB-128]

Administration → Environments → **+ New Environment** (or via Bulk Upload type Environment). Environments represent your technical deployment contexts (Production, Staging, Development, etc.) and can be selected on Change Requests so the right people respond with the right urgency.

Related: [KB-021], [KB-058]

Administration → Organization Settings → click **Edit**. Editable fields: Company logo, name, tagline, description, primary contact email, phone, website, address. Save. Only Admin-level users can access this section.

Related: [KB-073], [KB-126]

Administration → Organization Settings → Branding card. Set Primary Color and Secondary Color (hex codes with swatch preview). These colors are applied across the HelixSync interface so the workspace matches your brand identity.

Related: [KB-072]

Administration → Organization Settings → Subscription card. You'll see your current status: Trialing, Active, Past Due, Canceled, Expired, Incomplete, or Paused. Company Admins cannot change the plan from this view — subscription changes go through the HelixSync team. To upgrade or change billing, escalate.

Related: [KB-106], [KB-107]

Administration → Integrations → Zoho CRM → Configure. Enter your Zoho API credentials. Once connected, every sync attempt is recorded under **Integration Events** with status (Pending, Processed, Failed) and any error message. Failed events auto-retry up to 5 times before being flagged for manual review.

Related: [KB-095]

Most likely you (1) haven't been added to any projects yet, or (2) you're an Admin who hasn't created or assigned anything yet. Check People → Members to see your team list. Create a first project from the Dashboard's **+ New Project** button. If you expect to see existing projects, ask an Admin to confirm you're added to those project teams.

Related: [KB-027], [KB-077]

Project visibility is based on team membership and role. (1) Ask your Admin to verify you're added to the project's team via Project → Teams. (2) Confirm your platform role — Users only see projects they're explicitly added to; Admins see everything in the company.

Related: [KB-008]

Try **Forgot Password** on the login page. Check spam if the reset email doesn't arrive in a couple of minutes. If you've had several failed attempts your account may be temporarily locked — your Admin can unlock from People → Members. If 2FA is the issue, see [KB-093].

Related: [KB-079], [KB-093]

Login page → **Forgot Password** → enter your email. You'll get a reset link valid for a limited time. Click it, set a new password meeting the policy (length and complexity). Repeat the flow if the link expires.

Related: [KB-078], [KB-080]

Check spam first. Confirm the email matches your account exactly (no aliases). After 5 minutes, try again. If still nothing, ask your Admin to trigger a reset from People → Members. Corporate spam filters sometimes block transactional mail — ask IT to allowlist the domain.

Related: [KB-079]

Invitation links expire after 7 days. If yours has expired, ask an Admin to resend from Administration → Invitations → Actions menu → Resend. Make sure you're clicking the full link (some email clients truncate URLs). If it says "already used," try logging in with your email — your account may already be active.

Related: [KB-063], [KB-091]

Common causes: (1) the task has **Approval Required** turned on — it must go through Approve / Reject, not a direct status change. (2) A workflow may be firing and resetting it — check active workflows targeting this task. (3) Stale state — refresh the page. If none apply, check the task's audit/comment history to see what last changed it.

Related: [KB-019], [KB-037]

Pulse needs data to score. Make sure each project has (1) tasks with due dates, (2) project start and end dates set, (3) some progress logged. Snapshots run every 24 hours by default — give a brand-new project up to a day to score.

Related: [KB-013], [KB-014]

Check two places on the task: (1) the **Blocked** toggle and Blocked Reason field — someone may have manually flagged it. (2) the **Dependencies** section — if a predecessor isn't complete, Pulse marks it dependency-blocked even if the toggle is off. Resolve the predecessor or remove the dependency.

Related: [KB-022], [KB-038]

Possible causes: (1) the file exceeds the per-type size limit (PDFs/documents 10 MB, images 5 MB, archives up to 50 MB; other types vary). (2) the extension isn't on the allowed list — HelixSync validates file types on upload. (3) network timeout on a slow connection — try again or compress. If uploads consistently fail, contact your Admin to check storage configuration.

Related: [KB-044]

Check (1) the bell icon (top right) — make sure you haven't dismissed everything. (2) Email notifications depend on Pulse → Settings (Email Alerts) and your subscription plan. (3) For workflow emails, open the workflow → **Execution Logs** — you'll see if the action fired or failed and why.

Related: [KB-013], [KB-049], [KB-088]

CRs in In Review need someone with approve permissions to act. (1) Check who's the assigned approver. (2) Ping them via a CR comment — they'll be notified. (3) If they're unavailable, an Admin can reassign the CR from Edit. For urgent changes, Admins can approve directly.

Related: [KB-021], [KB-043]

Open the workflow → **Execution Logs**. You'll see every recent attempt — success, failure, or skipped. Common reasons it didn't fire: workflow is Inactive, conditions weren't met, the triggering event doesn't match the trigger type, the rate limit (Max Executions Per Hour) was hit, or the source event was filtered by **Prevent Self-Trigger**. Use **Test Run** to validate.

Related: [KB-024], [KB-049], [KB-050]

After every bulk upload you receive a completion email summary. Open Administration → Bulk Uploads → View History → your upload → **Download Error Report**. Each failed row lists the specific reason (e.g., "email already in use", "invalid role value"). Fix the errors in your source file and upload only the failed rows to avoid duplicates.

Related: [KB-057], [KB-064]

Administration → Integration Events → filter by Failed. Each event shows the Zoho API error. Common causes: expired API credentials (re-enter under Integrations), rate limit exceeded (events auto-retry up to 5 times), or network timeout. Once retries are exhausted the event is permanently failed — you'll need to re-trigger manually after fixing the root cause.

Related: [KB-075]

Account lockout happens after repeated failed login attempts. Admins can unlock from People → Members → Edit user → clear lockout. You can reset their password at the same time. Tell the user their account is unlocked so they can set a new password.

Related: [KB-078], [KB-079]

Users must have **Active** status to appear in selection dropdowns. (1) Check People → Members — Pending users (invited but not yet accepted) won't appear. (2) Confirm they're in the same company. SuperAdmins exist across all companies and may not show in company-scoped selectors by design.

Related: [KB-008], [KB-098]

If you saved backup codes when you set up 2FA, enter one — each is good once. Without backup codes, ask an Admin to reset 2FA for your account from People → Members; you'll set it up again on next login.

Related: [KB-062], [KB-094]

TOTP codes are time-sensitive (30-second window). The most common cause is clock drift on your phone. Set your phone's time to automatic/sync. If the clock is correct and codes still fail, your 2FA setup may be corrupted — ask an Admin to reset it.

Related: [KB-062], [KB-093]

After 5 failed attempts, an event stops retrying. This usually means a persistent problem: invalid credentials, the external service is down, or a data format mismatch. Open Integration Events, find the event, read the error message, fix the root cause (e.g., update API keys), then re-trigger the event manually or re-create it from the source action.

Related: [KB-075], [KB-090]

Sessions use JWT with refresh. You'll be logged out after extended inactivity. If it's happening mid-work: (1) confirm your browser isn't clearing cookies on each tab close. (2) Check whether your company has a strict session policy. (3) On corporate Wi-Fi/VPN, a network proxy may strip auth headers — try a different network to confirm.

Related: [KB-078]

Gantt orders tasks by start date and sort order. (1) Make sure tasks have start and due dates — tasks without dates may not appear. (2) Check the task's sort order field. (3) Milestone tasks anchor to the end of their gate phase regardless of sort order.

Related: [KB-033]

Most reports finish in a minute or two. If it's stuck for more than 5 minutes: refresh the Reports page; if it stays stuck, generate a new report for the same date range — the prior background job may have failed. If it keeps happening, contact support.

Related: [KB-052]

Edit access depends on platform role and project team role. **Viewer** team role can see but not edit. **Developers** can edit projects they're part of. **Admins** have full edit. Check your role on Project → Teams and ask an Admin to upgrade if needed.

Related: [KB-008]

The yellow warning icon means two items overlap or compete for the same resource (for example, two meetings at the same time, or a task due on the same day as a critical CR). Click into each item, decide which one moves, drag/edit it to a new slot, and the warning clears.

Related: [KB-047], [KB-048]

Notifications aren't auto-cleared when you action an item — you need to mark them read in the bell panel (top right). Use **Mark All Read** or click an individual notification. If stale notifications keep reappearing, a hard page refresh (Ctrl+Shift+R) usually clears caching.

Related: [KB-086]

The Pipeline tab's WIP bar turns red when total WIP exceeds the configured limit. You'll see: "WIP limit exceeded! Consider completing or blocking some items before starting new work." Two options: complete or close some in-progress tasks, or raise the WIP limit in Pulse → Settings if your team's actual capacity is higher than the default.

Related: [KB-011], [KB-040]

A sudden drop usually has a clear trigger. Open Pulse → Executive → click the affected project's card → review the score breakdown (Schedule / Task Completion / Dependency / Scope / Resource). The lowest contributing factor is your suspect. Then check Pulse → Delivery → Delivery Risks for the specific tasks driving it.

Related: [KB-010], [KB-012], [KB-040]

Likely cause: they're assigned to multiple teams and tasks across teams aren't all being counted in the view you're looking at. Check People → Members → their Team Role column for every team they belong to. Pulse → Pipeline → WIP by Team Member aggregates across all teams, which is the most accurate view.

Related: [KB-026], [KB-066], [KB-068]

Verification links expire after a set period. If yours has expired, log in with your temporary password (from the invitation email) and the platform will prompt to re-send a verification email. If you didn't get the original, check spam or ask an Admin to resend the invitation entirely — a fresh invite generates a new verification flow.

Related: [KB-078], [KB-081]

HelixSync offers multiple subscription plans with different limits on users, projects, and features. Each plan defines max users, max projects, API access, reporting features, and priority support eligibility. Billing cycles available: Monthly, Quarterly, Biannual, Annual — annual is typically the lowest per-month rate. Visit the Pricing page or contact us for current details and pricing.

Related: [KB-107], [KB-108]

A subscription can be in one of seven states: **Active** (paid and current), **Trialing** (free trial period, full access), **Past Due** (payment failed; access may be restricted), **Canceled** (explicitly cancelled), **Expired** (term elapsed without renewal), **Incomplete** (initial payment didn't complete), **Paused** (temporarily suspended). Visible in Administration → Organization Settings → Subscription card.

Related: [KB-074], [KB-110], [KB-112]

Each plan defines: max users, max projects, API access (yes/no), reporting (yes/no), priority support (yes/no). Some plans support custom enterprise pricing. Compare plans on the Pricing page — the max users / max projects limits are hard limits enforced by the platform.

Related: [KB-106], [KB-111]

Plan changes are handled by the HelixSync team — Company Admins can view their subscription in Administration → Organization Settings but cannot change plans directly. Contact us for upgrades, downgrades, or custom/enterprise pricing. Subscriptions are processed via Stripe and you'll receive a billing confirmation by email.

Related: [KB-074], [KB-106]

Payment method changes are managed via Stripe. Contact the HelixSync team or use the Stripe Customer Portal link sent in your billing email. HelixSync does not store full card numbers. If a payment fails, your subscription moves to **Past Due** — update the card before the retry deadline to avoid interruption.

Related: [KB-112], [KB-113]

When you reach max users, the Invite button is disabled and you'll see a notification prompting upgrade. Same for max projects — new project creation is blocked beyond the limit. Existing users and projects are unaffected; you just can't add more. Contact us to upgrade.

Related: [KB-108], [KB-109]

Past Due means a payment attempt failed. Update your payment method via Stripe (use the link in the billing email or contact us). Stripe will retry automatically over a few days. Once payment succeeds, status returns to Active. If left unresolved, the subscription can move to Canceled or Expired and access may be restricted.

Related: [KB-107], [KB-110], [KB-113]

Cancellations happen when (1) someone explicitly cancels, (2) all payment retries are exhausted, or (3) the billing contact cancels. Stripe sends emails before and after cancellation — check your billing inbox. If you didn't intend to cancel, contact support immediately; we can usually restore the subscription with minimal disruption.

Related: [KB-110], [KB-114]

Invoices are emailed to the billing contact on each charge. For full payment history or PDF invoices for your finance team, contact the HelixSync team or use the Stripe Customer Portal link in your billing email. If you need invoices with a specific billing address or PO number, let us know.

Related: [KB-112]

Billing contact changes require Admin access. Update via Administration → Organization Settings (primary contact email) or contact us if you need a separate billing email. The billing contact receives all invoice emails, payment failure notifications, and renewal reminders — make sure it's an actively monitored inbox.

Related: [KB-072], [KB-114]

Yes — new accounts start with **Trialing** status, full access to plan features, no credit card required upfront. When the trial ends, enter a payment method to continue. You'll get reminder emails as the end date approaches. Contact us if you need a longer evaluation.

Related: [KB-107]

Cancellation enters a grace period before data is removed. During this window you can export reports, project data, and bulk exports. After the grace period, data is archived and eventually purged per the retention policy. Reactivating within the grace window restores everything as-is. Contact support if you cancelled accidentally.

Related: [KB-053], [KB-113]

Refund eligibility depends on billing cycle and timing. Technical billing errors are investigated on contact. Change-of-mind refunds follow our standard policy (typically a short window after a charge). Annual unused-period refunds are case-by-case. For refund requests, escalate to our billing team. [ESCALATE]

Related: [KB-110]

Max users counts all active (non-deleted) users including Admins. Pending users (invited but not yet activated) DO count toward the limit. Soft-deleted users do not. To free seats, deactivate or remove users from People → Members.

Related: [KB-108], [KB-111]

Reports → New Report → **Subscription Usage Report** (Admins only). Set a date range and Generate. The report shows user counts and plan utilization for the period and is downloadable as a file once processing completes.

Related: [KB-052], [KB-108]

Recommended order: 1. Set up your company profile (Administration → Organization Settings). 2. Configure branding colors if you want personalization (Branding card). 3. Invite your team (People → Members → Invite User, or Bulk Uploads → User). 4. Optionally set up Departments, Teams, Locations, and Environments. 5. Create your first project — from scratch or from a Project Library template. 6. Add tasks; let Pulse start scoring after the first 24-hour snapshot.

Related: [KB-072], [KB-073], [KB-127], [KB-131]

Quick guide: - **Admin** — managers who need full access: user management, billing, all projects, settings, workflows, integrations. - **Developer** — technical users (IT, DevOps, integration owners) needing platform configuration access. - **User** — everyone else: contributors who work on assigned tasks and projects.

Start lean. You can upgrade roles later from People → Members.

Related: [KB-008], [KB-063]

People → Departments → **+ Add Department**. Create departments matching your org chart (Engineering, Marketing, Operations, etc.). Then add users to departments from each department's detail page. Departments can scope Change Requests and filter reports. Users can belong to multiple departments. Or import in bulk via Administration → Bulk Uploads.

Related: [KB-026], [KB-069]

People → Teams → **+ Add Team**. Add members with their team role: Member (default), Lead, or Viewer. Teams are then assigned to projects and tasks. Teams are flexible — meant for actual working groups (squads, project pods) rather than org structure (use Departments for that).

Related: [KB-026], [KB-067]

People → Locations → **+ Add Location**. Add office, clinic, or facility locations. Locations can be assigned to projects, useful for multi-site organizations tracking what's happening where. Skip if your team is fully remote or location isn't relevant to your tracking.

Related: [KB-070]

Administration → Environments → **+ New Environment**. Environments represent technical contexts: Production, Staging, Development, etc. Once created, Change Requests can be scoped to a specific environment. Set these up early if you'll use the Change Request module for IT change management.

Related: [KB-021], [KB-071]

1. Create the project (name, dates, owner, department, location). 2. Set up Gates if you want stage-gate methodology. 3. Create Sections to organize tasks within each gate. 4. Add tasks, assign leads, due dates, priorities, and Work Effort Categories. 5. Add task dependencies where needed. 6. Assign teams to the project. 7. Set a budget if tracking financials. 8. Pulse starts scoring within 24 hours.

Related: [KB-027], [KB-028], [KB-032]

Use a Project Library template whenever your project type matches an existing template. The interview takes a few minutes and generates the full Gate / Section / Task hierarchy with benchmarked time estimates and pre-assigned roles — far faster than building from scratch. Browse Work Management → Project Library.

Related: [KB-054], [KB-055]

The fastest way: make sure every active project has tasks assigned to real people with real due dates. Engagement comes from notifications about people's own work. Lean on the seeded built-in workflows (Overdue Task Alert, Due Date Reminder) — they run automatically. Run a short walkthrough of the Dashboard's My Work panel and how to update task status. The more current tasks are, the more useful Pulse becomes — and that drives adoption.

Related: [KB-024], [KB-130]

Most teams already get value from the seeded built-ins. For your own automations, common starting points: - **Critical task created → notify executives** (TaskCreated trigger + condition Priority In Critical → SendNotification). - **Task blocked > 2 days → escalate to PM** (TaskBlocked trigger + AddComment + AssignTask actions). - **Webhook out to external system** (any trigger + WebhookCall action).

Build under Work Management → Workflows → + New Workflow. Use Test Run before activating.

Related: [KB-023], [KB-049]

For 10+ users, bulk upload is faster than one-by-one invites. Administration → Bulk Uploads → Upload Type **User**. Download the CSV template, fill in first name, last name, email, role for each person, and upload. Each user gets an invitation email. Check the result for errors and re-upload only failed rows.

Related: [KB-057], [KB-064]

Administration → Bulk Uploads. Two relevant types: - **Department** — multiple departments at once. - **User** — bulk-invite users; team assignments included.

Export your structure from your HR or directory tool as Excel/CSV, format it to the HelixSync template, and upload. Departments and users are created in minutes instead of hours.

Related: [KB-057], [KB-058]

For matrix organizations: - **Departments** = your functional verticals (Engineering, Sales, Finance) — your org chart. - **Teams** = your cross-functional delivery squads (e.g., "Platform Squad", "Q3 Launch Team").

People belong to one or more departments AND one or more teams. Projects are assigned to teams. Change Requests are scoped to departments. This separates structure from delivery cleanly.

Related: [KB-026], [KB-068]

Pulse runs automatically once your projects have tasks with due dates. To bootstrap: 1. Create at least one project with tasks and dates. 2. Optionally tune Pulse → Settings (thresholds, weights, alerts) if defaults don't match your standards. 3. Set project budgets if you want budget performance tracked. 4. Wait for the first snapshot (within 24 hours) and tune from what you see.

Related: [KB-009], [KB-040]

Open Pulse → Executive. Three things to look at first: - **Overall Health** tile + the % change vs prior period — direction of travel. - **Attention Needed** tile — overdue, blocked, pending CRs that need triage now. - **Top Risks** at the bottom — the highest-priority items across all projects with recommended actions.

Drill into any project card from the list below the tiles to see its score breakdown.

Related: [KB-010]

Pulse → Settings → toggle Email Alerts on. Adjust the **Alert Health Change Threshold** (default 10) — emails fire whenever a project's health score moves by at least this amount. Add at least one Alert Email Recipient under Settings. For more granular, event-driven alerts, build a custom workflow with a SendEmail action.

Related: [KB-013], [KB-041]

Open the project → Edit → set Owner to the new person. Make sure they're also on the project team (Project → Teams) — ownership doesn't grant team membership automatically. Brief them on current Gate, blocked tasks, and pending CRs linked to the project. Pulse picks up the new owner's name on the next snapshot.

Related: [KB-027]

**Task Lead** is the single accountable person — decision-maker, who gets notifications, who marks it done. Only one. **Task Teams** are groups assigned to contribute — multiple teams can be assigned. For most tasks, set a lead. Use task teams when a cross-functional group is jointly working on it.

Related: [KB-035]

Pick the template that matches your most common project type (onboarding, ops improvement, service launch, readiness, etc.). Run the interview once, then make any company-specific edits to the resulting project. Going forward, anyone starting a similar project uses the template — your structure stays consistent across the organization.

Related: [KB-054], [KB-128]

Work Effort Categories standardize what type of effort each task represents (Design & Planning, Approval, Operations / Delivery Readiness, Marketing & Sales, Billing & Finance, Quality & Post-Launch, etc.). They roll up into reporting and capacity planning. Manage under Administration → Workspace Settings. Templates auto-add any categories they reference, so the library handles most of the setup automatically.

Related: [KB-059], [KB-060]

Administration → Organization Settings → Branding. Set Primary and Secondary colors (hex codes). The HelixSync interface picks them up across the workspace so your team sees a personalized environment. While you're there, upload your company logo and fill in tagline/description on the Company Information card.

Related: [KB-072], [KB-073]

If your team uses Zoho CRM, connect it early. Administration → Integrations → Zoho CRM → Configure. Enter your Zoho API credentials. Watch the first few syncs in Integration Events to confirm data flows. Optionally add a custom workflow to alert you when integration events start failing.

Related: [KB-075], [KB-095]

Two views: - **Dashboard → Admin Pulse → Adoption tab** (Admins / Project Leads only) — active users, pending users, pending invites, expired invites at a glance. - **Administration → Invitations** — full audit list with filter by Status (Accepted / Pending / Expired) and Sent By (HelixSync Super Admin or named Company Admin).

Resend expired invitations from the Actions menu.

Related: [KB-006], [KB-063], [KB-081]

Use **Week view** every Monday morning. It shows tasks, change requests, and meetings together, color-coded by type and priority. Look for: red (Critical/High items) early in the week, yellow conflict warnings, and gaps where a milestone is approaching but no tasks are scheduled. Adjust dates by drag-and-drop on Gantt or directly on tasks.

Related: [KB-033], [KB-047], [KB-048]

Overview → Analytics (Trends). Set the date range (top right). Useful charts on the Overview tab: - **Change Requests Over Time** — Submitted vs Completed lines. Helps you see whether you're keeping up with incoming change. - **Requests by Department** — pie chart of where change is concentrated. Surprising distributions usually point to a process problem worth investigating.

Switch to the Change Requests, Projects, or Performance tabs for deeper, role-specific views.

Related: [KB-052], [KB-053]

Work Management → Forms (paid plans only; the page shows an upgrade prompt otherwise). Admins build intake forms with short text, long text, number, date, dropdown, and checkbox fields — each field can be required and carry help text. A form starts as a **Draft**, accepts responses while **Published**, and closes when **Archived**. All members of the company can fill in published forms.

On submit, a form can do one of three things (chosen by the Admin in the builder): just store the responses, create a **Change Request** (optionally stamped with a department and assigned to a default owner), or create a **Project Task** in a chosen project (optionally with a task lead). Admins review every response under the form's Submissions view, with links to the change request or task each response created.

Related: [KB-002], [KB-052]

Work Management → **Docs**. Docs is a paid feature — if your company is on a free or trial-expired plan you will see an upgrade prompt instead of the list.

- **Create**: Admins and SuperAdmins get a **New document** button. The document opens straight away as "Untitled document" — rename it in the Title field at the top. - **Write**: the toolbar has bold, italic, underline, Heading 1, Heading 2, paragraph, bulleted and numbered lists, links, and inline code. - **Save**: saving is explicit. Nothing is written until you press **Save**; a green "Saved" chip confirms it. - **Version history**: the rail on the right lists the last 30 saves with who made each one. **Restore** puts an older version back, and your current text is kept in the history so the restore can be undone. - **Conflicts**: if someone else saved while you were editing, your Save is rejected with a banner instead of overwriting them. Copy anything you need out of the editor, press **Reload**, and re-apply your change. - **Who can do what**: Admins and SuperAdmins write; Developers and Users read.

Related: [KB-148]

Work Management → **Wiki**. Like Docs, the Wiki is a paid feature and shows an upgrade prompt when the plan does not include it.

The Wiki is Docs with a shape: pages nest under one another, up to **10 levels deep**.

- **Tree**: the sidebar lists every page. Expand and collapse branches with the arrow; the page you are reading is highlighted, and a breadcrumb above the article shows the path back to the top. - **Create**: Admins use **New page** for a top-level page, or the **+** on any row to add a sub-page under it. Going deeper than 10 levels is rejected with "Maximum nesting depth is 10". - **Move**: open **Page settings** and pick a new parent, or "No parent (top level)". A page cannot be moved under itself or under one of its own sub-pages. - **Delete**: only pages with no sub-pages can be deleted — move or delete the children first. - **Editing, saving, versions and conflicts** work exactly as they do in Docs.

Related: [KB-147]

Work Management → **Whiteboards**. Whiteboards is a paid feature — companies on a free or trial-expired plan see an upgrade prompt instead of the board list.

Each whiteboard is a freehand canvas for one topic: draw shapes, drop sticky notes, and add text anywhere on the board.

- **Create**: Admins and SuperAdmins create boards with **New board** and give them a title. - **Draw**: everyone in the company can draw — unlike Docs and the Wiki, members are not read-only here. Every role can save what they drew. - **Save**: saving is explicit. Press **Save** (or Ctrl/Cmd+S) and a "Saved" chip confirms it; nothing is written until then. - **Conflicts**: if someone else saved the board while you were drawing, your save is rejected with a banner instead of silently overwriting theirs. Press **Reload** to pick up their version, then re-apply your changes. - **No version history yet**: unlike Docs, boards keep no version history — a successful save replaces the board's content, and there is no older version to restore. - **Rename and delete**: only Admins and SuperAdmins can rename or delete a board.

Related: [KB-147], [KB-148]