Frequently Asked
Questions

Help Desk is an AI-powered customer support platform that unifies ticket management, live chat, knowledge base, and analytics in one workspace. It helps support teams resolve issues faster while delivering better customer experiences.

You can be up and running in under 5 minutes. Simply register, configure your workspace with departments and categories, invite your agents, and start receiving tickets. No technical setup or IT team required.

Absolutely. Our Starter plan is perfect for teams of 1–3 agents. As you grow, upgrading is seamless — all your data and settings carry forward. We have customers ranging from solo operators to enterprise teams of 500+.

We support tickets via email, web portal, live chat, and API. Enterprise plans can add WhatsApp, SMS, and phone channel integrations. All channels are unified in one inbox so agents never miss a message.

Our AI reads each incoming ticket's content, analyzes intent and category, scores its priority based on language and history, and routes it to the most appropriate agent or team — all in under 3 seconds. Agents can adjust routing rules from the admin panel.

Yes. You can define multiple SLA policies with different response and resolution targets based on ticket priority, category, or customer tier. The system automatically alerts agents before an SLA is breached and escalates if it is.

Agents can merge duplicate tickets from the same customer or about the same issue into a single thread. The customer is notified and all replies go to the merged thread. This keeps your queue clean and prevents duplicate effort.

Yes. Customers receive email notifications at every status change. They can also log into the Customer Portal to view ticket history, add replies, upload attachments, and rate their experience when the ticket is closed.

Yes — all plans include a 14-day free trial with no credit card required. You get full access to all features for your plan tier. At the end of the trial, you can subscribe or your account is automatically downgraded to a read-only state (no data is deleted).

Yes. You can upgrade instantly — new features are available immediately. Downgrades take effect at the next billing cycle. Annual plans offer a 20% discount compared to monthly billing.

Yes. We offer 50% discounts for verified non-profit organizations and 30% discounts for educational institutions. Contact our sales team with proof of status to apply.

You have 60 days after cancellation to export all your data (tickets, customers, knowledge base articles) in standard formats (CSV, JSON). After 60 days, data is permanently deleted per our privacy policy.

Yes. Help Desk is SOC 2 Type II certified. We undergo annual third-party audits to verify our security, availability, and confidentiality controls. Our full security report is available to Enterprise customers under NDA.

All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption. Database backups are encrypted independently and stored in geographically distributed locations.

Yes. Professional and Enterprise plans support SAML 2.0 SSO compatible with Okta, Azure AD, Google Workspace, and any SAML 2.0 identity provider. SCIM provisioning for automatic user management is available on Enterprise plans.

Yes. We act as a data processor under GDPR. Our DPA (Data Processing Agreement) is available on request. We support data subject requests (access, rectification, erasure) directly from the admin panel.

We offer native integrations with Slack, Microsoft Teams, Jira, Salesforce, HubSpot, Zendesk (migration), Zapier (1000+ apps), and our REST API + Webhooks for custom integrations. More integrations are added monthly.

Yes. Our RESTful API is documented at api.helpdesk.com. It supports full CRUD for tickets, users, categories, and knowledge base articles. Rate limits apply per plan tier. API access requires Professional plan or higher.

Yes. We provide a guided migration tool that imports tickets, customers, agents, and knowledge base articles from Zendesk and Freshdesk. Our onboarding team assists Enterprise customers with migrations to ensure zero data loss.