Frequently Asked Questions
Quick answers to the most common questions.
No. The public portal lets you submit a ticket with just your email. You will receive a tracking link by email so you can follow the conversation without signing in.
During office hours (Monday-Friday, 9 am to 6 pm UTC) we typically respond within 1 hour for Critical and Urgent tickets, and same business day for Medium and Low. The exact SLA is in the "Response time expectations" article in our Knowledge Base.
Yes. Up to 5 attachments per message, 5 MB each. We accept jpg, png, gif, pdf, doc, docx, xls, xlsx, csv, txt and zip by default. Need another type? Ask your admin to enable it under Settings → Storage.
Yes. Tickets are only visible to you (via your email + tracking number) and to authorised staff. Each ticket has a unique 64-character access token in its URL, so anyone without that link cannot read the conversation even if they guess the ticket number.
Reply to it. Any customer reply on a closed ticket automatically reopens it and bumps it back to "In progress" so an agent sees it again.
Sign in to the customer portal, then go to Account → Invoices. You can download a PDF for any line. If you need a different company name or VAT ID on a historical invoice, open a ticket and we will reissue it within one business day.
Click your avatar in the top-right and pick Account Settings. You can update your name, email, password and profile picture from there. Email changes require confirming with the new address before they take effect.
Yes — within 14 days of purchase, full refund to the original payment method, no questions asked. After 14 days we offer pro-rated credits toward future renewals. See the "Requesting a refund" article for the exact process.
Yes, 14 days, full access to every Business-tier feature, no credit card required. You can extend the trial by 7 days once by clicking "Extend trial" in your dashboard. Beyond that, please open a ticket — we are flexible if you are still evaluating.
Not yet. Our portal is mobile-responsive though, so opening it on your phone browser works well for read-write tasks. Native apps for iOS and Android are on the roadmap for the second half of next year.
Sign in as Super Admin or Admin, go to Admin → Agents, click "New Agent". Choose the role (Agent or Admin), set the email and a temporary password. The agent receives an email invite to set their own password on first login.
Yes. Super Admin → Admin → Settings → Brand lets you change the app name, tagline, primary colour, light/dark logos, favicon and footer text. The whole portal — public pages, admin sidebar and emails — picks up the changes immediately.