Question 1

How do I sign in to Deskhero?

Accepted Answer

1) Open your workspace address (yourcompany.deskhero.com) or the Deskhero sign-in page; the page is titled "Sign in to Deskhero". 2) Enter your "Email address" and "Password", or use "Continue with Google" / "Continue with Microsoft". 3) Optionally tick "Remember me". 4) Click "Sign-in". If you don't have an account yet, the page links to sign-up with "Don't have an account? Sign Up here".

Question 2

What does the "Remember me" checkbox do when signing in?

Accepted Answer

With "Remember me" ticked, your sign-in session lasts up to 30 days. Without it, the session expires after about 8 hours, after which you need to sign in again.

Question 3

How do I reset my password if I forgot it?

Accepted Answer

1) On the sign-in page click "Forgot Password?". 2) On the "Password reset" page enter your email address and click "Next step". Deskhero emails you a verification code. 3) On the next page ("You're soon back on track!") enter the verification code, your new password, and repeat it, then click "Reset Password". You are signed in automatically once the reset succeeds.

Question 4

I requested a password reset but want to go back. Can I?

Accepted Answer

Yes. The "Password reset" page has a "Back to Sign-in page" link that returns you to the normal sign-in form without changing anything. Requesting a reset code does not lock your current password. It keeps working until you complete the reset.

Question 5

Why is Deskhero asking for a code from my authentication app when I sign in?

Accepted Answer

Your account has two-factor authentication (2FA) enabled. After entering your email and password you see "Enter the confirmation code" with the instruction "Please enter the confirmation code that you see on your authentication app". Open your authenticator app (such as Duo or Google Authenticator), enter the current code, and click "Submit" to finish signing in.

Question 6

Why does sign-in say "Email Verification Required"?

Accepted Answer

Your email address has not been verified yet, so Deskhero asks you to confirm it before letting you in. The page says "Please enter the verification code we sent to" your address. Enter the code and click "Verify email", then sign in again. There is also a "Back to Sign-in page" link if you want to start over.

Question 7

What happens right after I sign in?

Accepted Answer

It depends on your account: if you belong to exactly one workspace you are sent straight to it; if you belong to several you see the "Select your workspace" page; and if you have none you are taken to workspace creation. If you originally clicked a link to a specific page (for example a ticket link from an email), Deskhero returns you to that page after sign-in.

Question 8

Why do I land on the Setup Guide instead of the Dashboard after signing in?

Accepted Answer

Owners and admins of a workspace that has no mailbox connected yet (or only the built-in Deskhero mailbox) are taken to the Setup Guide to finish setting things up. If a connected mailbox needs attention, they land on the Mailboxes configuration page instead. In all other cases, including all regular users, sign-in leads to the Dashboard.

Question 9

How do I log out of Deskhero?

Accepted Answer

Click your avatar in the top-right corner of the app and choose "Log out" from the menu (next to "My profile"). A brief "You're being logged out!" page appears while your session is ended, and you are returned to the sign-in page of your workspace. The workspace selection page also has its own "Log out" link.

Question 10

What happens to my session when I log out?

Accepted Answer

Logging out invalidates your session on the server and signs you out of the identity provider, then redirects you back to the sign-in page for the workspace you were in. To use Deskhero again you need to sign in with your credentials or Google/Microsoft.

Signing in and out

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