Question 1

How do I export my Deskhero workspace data?

Accepted Answer

1) Sign in as the workspace owner. 2) Go to Configurations and open Export under the Portability section. 3) Choose the output format and click "Request data export". The export is prepared in the background and a download link is sent to your email once it is complete.

Question 2

What data is included in a workspace export, and in what format?

Accepted Answer

An export contains all tickets and their responses (the full conversations), including attachments. The data is exported as EML email files, securely packaged in one or more zip files; very large exports are split across multiple zip archives.

Question 3

How do I receive my exported data?

Accepted Answer

Exports are processed in the background after you request them from the Export page. When the export is finished, Deskhero emails a download link to the address of the user who requested it, so keep an eye on your inbox.

Question 4

How often can I export my data?

Accepted Answer

You can create one export every 7 days per workspace. If you request another export sooner, Deskhero rejects it with a message telling you when the last export was created.

Question 5

Who can export our workspace data?

Accepted Answer

The Export page, found under the Portability section in Configurations, requires the workspace owner role. Users cannot request a full data export.

Question 6

Where do I find the workspace settings in Deskhero?

Accepted Answer

Go to Configurations and open 'General workspace settings' in the 'Workspace settings' section. The page is titled 'Workspace settings' and lets you configure the logo, portal name, workspace URL, time zone, and language.

Question 7

What can I configure on the Workspace settings page?

Accepted Answer

The Workspace settings page contains five settings: 'Logo' (upload or delete the workspace logo), 'Portal name' (the display name of your workspace), 'Workspace URL' (your address ending in .deskhero.com), 'Time zone', and 'Language' (the workspace-wide language). Click 'Save changes' to apply your edits.

Question 8

How do I change my workspace logo?

Accepted Answer

1) Go to Configurations, then 'General workspace settings' under 'Workspace settings'. 2) Click 'Upload logo'. 3) Choose an image file and crop it in the dialog that opens. 4) Click 'Save changes'. To remove the logo, click 'Delete logo' and confirm.

Question 9

How do I change my workspace (portal) name?

Accepted Answer

1) Go to Configurations, then 'General workspace settings' under 'Workspace settings'. 2) Edit the 'Portal name' field. It is required and must be at least 2 characters long. 3) Click 'Save changes'.

Question 10

Can I change my workspace URL (Deskhero subdomain)?

Accepted Answer

Yes. On the 'Workspace settings' page under Configurations there is a 'Workspace URL' field with the fixed ending '.deskhero.com'. Change the value and click 'Save changes'; the field cannot be left empty.

Question 11

How do I set the time zone for my workspace?

Accepted Answer

1) Go to Configurations, then 'General workspace settings' under 'Workspace settings'. 2) Pick your time zone from the searchable 'Time zone' dropdown. 3) Click 'Save changes'.

Question 12

How do I change the language of my workspace?

Accepted Answer

1) Go to Configurations, then 'General workspace settings' under 'Workspace settings'. 2) Choose a language in the 'Language' dropdown. This field is required. 3) Click 'Save changes'. This sets the workspace-wide language; each person can still pick their own language on their profile page, and a personal language takes precedence for that person's own interface.

Question 13

How do I permanently delete (terminate) my Deskhero workspace?

Accepted Answer

Only the Owner can terminate a workspace. 1) Go to Configurations and open Plans (in the Owner-only 'Plans and billing' section). 2) Expand the 'Danger zone (Terminate workspace)' panel. 3) Click 'Click here to terminate the workspace' and confirm. An email with an additional confirmation is sent to the workspace owner; the action is irreversible and deletes your account and all associated data.

Workspace settings

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