Question 1

Do my teammates need to sign up before I can invite them to my workspace?

Accepted Answer

No. You invite them by email from within your workspace, and the invitation appears when they sign in, listed under "You've been invited to:" with accept and decline buttons on the workspace selection page and on their profile. If they don't have a Deskhero account yet, they create one first via the normal sign-up flow using the invited email address.

Question 2

How do I invite a new user to my Deskhero workspace?

Accepted Answer

1) Go to Configurations and open the Users page in the 'Groups and users' section. 2) Click 'Invite users'. 3) Enter one or more email addresses. 4) Select which groups the new users should belong to (at least one is required). 5) Choose a role, Admin or User. 6) Click 'Send invite'. Each person receives an invitation by email.

Question 3

Can I invite several users at the same time?

Accepted Answer

Yes. In the 'Invite users' dialog you can type multiple email addresses, separating them with a comma, a space, or by pressing Enter after each one. All invitees get the same role and group selection, so send separate invites if you need different roles.

Question 4

How long is a user invitation valid?

Accepted Answer

An invitation is valid for 1 week from the moment it is sent. If it expires before the person accepts, revoke the old invite from the 'Invited users' list in the invite dialog and send a new one.

Question 5

How do I cancel or revoke a pending user invitation?

Accepted Answer

1) Go to Configurations, then Users under 'Groups and users'. 2) Click 'Invite users'. The button also shows the number of pending invites. 3) In the 'Invited users' list on the right, find the email address. 4) Click 'Revoke' next to it.

Question 6

What happens after I send a user invitation?

Accepted Answer

The invited person receives an email with a link to join your workspace. If they already have a Deskhero account, the invitation also appears on their profile page under 'Workspace access', where they can accept or decline it. Until it is accepted, the invite is listed under 'Invited users' in the invite dialog and can be revoked.

Question 7

What user roles exist in Deskhero?

Accepted Answer

Deskhero has three workspace roles: Owner, Admin and User. Owners have full control, including billing and data export. Admins can manage users, groups and workspace configuration. Users work with tickets but cannot change workspace-level settings.

Question 8

What can an Admin do in Deskhero?

Accepted Answer

Admins can invite users, edit users (role, groups, and active status), create, edit and delete groups, change workspace settings such as the portal name, URL, logo, time zone and language, and manage configuration areas like ticket settings, automations, auto-replies, mailboxes, scraped domains, and email imports. Admins can also open the Plans page to see monthly usage, approve additional tickets or chatbot sessions and set the retention preference. They cannot change the plan, open Billing details or Payments, export workspace data, or terminate the workspace. Those are reserved for the Owner.

Question 9

What is the difference between the Owner and Admin roles?

Accepted Answer

Both can manage users, groups, workspace settings, and workflow configuration, and both can open the Plans page to see monthly usage and approve additional tickets or chatbot sessions. Only the Owner can change the plan, access Billing details and Payments, export workspace data, terminate the workspace, and promote another user to Owner.

Question 10

What can someone with the User role do and not do?

Accepted Answer

Someone with the User role works with tickets and can view the Users and Groups lists, but cannot invite or edit users, create or change groups, or save changes to workspace settings. Buttons for those actions are disabled and show the message 'Not enough rights to do that'. They also do not see restricted configuration areas such as ticket settings, automations, plans and billing.

Question 11

How do I change a user's role?

Accepted Answer

1) Go to Configurations, then Users under 'Groups and users'. 2) Click the edit button next to the user. 3) In the 'Edit user' dialog, select the new role under 'Role'. 4) Click 'Update user'. Owners can choose between Owner, Admin, and User; Admins can only assign Admin or User.

Question 12

Can I invite someone directly as an Owner?

Accepted Answer

No. The invite dialog only offers the Admin and User roles. Invite the person first, and once they have joined, an existing Owner can open 'Edit user' and change their role to Owner.

Question 13

Who can promote a user to the Owner role?

Accepted Answer

Only a current Owner can assign the Owner role. In the 'Edit user' dialog the Owner option is only shown when you are signed in as an Owner; Admins can only set Admin or User.

Question 14

How do I deactivate a user in Deskhero?

Accepted Answer

1) Go to Configurations, then Users under 'Groups and users'. 2) Click the edit button next to the user. 3) In the 'Edit user' dialog, open the advanced settings panel and switch off the 'Enabled' toggle. 4) Click 'Update user'. The user is shown as 'Suspended' and billing is paused for that user.

Question 15

How do I reactivate a suspended (deactivated) user?

Accepted Answer

1) Go to Configurations, then Users under 'Groups and users'. 2) Click the edit button next to the suspended user. 3) In the advanced settings panel of the 'Edit user' dialog, switch the 'Enabled' toggle back on. 4) Click 'Update user'. The user can then sign in and work in the workspace again.

Question 16

Does deactivating a user stop billing for them?

Accepted Answer

Yes. When a user is deactivated their status shows as 'Suspended' and billing is paused for that user. Note that Deskhero charges per active user, and any active user is billed for a minimum of 24 hours.

Question 17

Why am I asked to approve a spending cap when inviting users?

Accepted Answer

If your workspace is billed through Shopify, adding more users can push your usage above the currently approved monthly spending cap. In that case Deskhero shows a Shopify billing approval step where you can raise the monthly spending cap; you are redirected to Shopify to approve the new subscription terms before the invites are sent.

Question 18

How do I change which groups a user belongs to?

Accepted Answer

1) Go to Configurations, then Users under 'Groups and users'. 2) Click the edit button next to the user. 3) In the 'Edit user' dialog, add or remove groups in the 'Group access' field. 4) Click 'Update user'. You can also manage membership from the group side by editing the group itself on the Groups page.

Question 19

Where can I see when a user joined and when they were last active?

Accepted Answer

Open Configurations, then Users under 'Groups and users', and click the edit button next to the user. The advanced settings panel of the 'Edit user' dialog shows 'Joined' (the date they joined the workspace) and 'Last activity' (when they were last seen).

Users and roles

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