Question 1

How do I create a workspace in Deskhero?

Accepted Answer

After finishing account sign-up (or after signing in with an account that has no workspace yet), you land on the "Company details" page with the subtitle "Start setting up your workspace". 1) Enter your "Company name". 2) Enter your "Workspace URL", which becomes your address ending in .deskhero.com. 3) Click "Next step". You'll see a "Workspace created" confirmation and continue to the optional "Add a knowledge source" step.

Question 2

What are the rules for choosing a workspace URL?

Accepted Answer

The workspace URL (the part before .deskhero.com) must be 2 to 30 characters long and may only contain letters, numbers, and hyphens (-); it is stored in lowercase. It must also be available. Names already in use, previously used by another workspace, or on Deskhero's reserved list are rejected with a "not available" error.

Question 3

What does my Deskhero workspace URL look like?

Accepted Answer

Your workspace lives on its own subdomain of deskhero.com. If you chose "acme" as your workspace URL during setup, your team signs in at acme.deskhero.com. Each workspace you belong to has its own address like this.

Question 4

How long can my workspace or company name be?

Accepted Answer

The company (portal) name must be between 2 and 30 characters. The workspace URL must also be between 2 and 30 characters and may only use letters, numbers, and hyphens.

Question 5

What is the "Add a knowledge source" step during workspace setup?

Accepted Answer

It is an optional step shown right after your workspace is created, with the explanation "Let us automatically pull helpful content from your website to improve support answers." Enter your "Website domain" (for example www.example.com) and click "Next step" to let Deskhero import content from your site, or click "I'll do this later" to skip. Either way you are then taken into your new workspace.

Question 6

Can I skip adding my website when creating a workspace?

Accepted Answer

Yes. The website domain on the "Add a knowledge source" step is marked optional, and there is an "I'll do this later" button that skips it and takes you straight into your workspace. You can add knowledge sources later from within the app.

Question 7

Why is Deskhero asking to verify my phone number when I create a workspace?

Accepted Answer

In some cases Deskhero requires phone verification before a workspace can be created: "To help keep Deskhero secure and prevent automated signups, we need to verify your mobile number. We'll send you a one-time code by SMS." Enter your phone number, then type the one-time code you receive by SMS. If verification does not work, contact support@deskhero.com for guidance.

Question 8

How many workspaces can I create on a trial?

Accepted Answer

Up to three at the same time. Every new workspace starts on a 30 day free trial, and one account can hold three of those at once. To create a fourth, move one of the existing workspaces onto a paid plan first.

Question 9

What is the workspace selection page?

Accepted Answer

After signing in with an account that belongs to more than one workspace, you see a page greeting you by name with the text "Select the workspace you want to log in to". It lists all your workspaces with their logo and member count, shows any pending invitations under "You've been invited to:", and includes a "Create a new workspace" button and a "Log out" link.

Question 10

How do I switch between workspaces?

Accepted Answer

Each workspace has its own address (for example acme.deskhero.com), so you can simply open the other workspace's URL in your browser. Alternatively, sign in from the general sign-in page. When your account has multiple workspaces you get the "Select your workspace" page and can pick the one to enter. Your profile page also lists everything under "My workspaces", with your current one badged "Current workspace".

Question 11

Can one Deskhero account be a member of multiple workspaces?

Accepted Answer

Yes. A single account (one email address) can belong to many workspaces, ones you created and ones you were invited to. After sign-in you choose which workspace to enter on the "Select your workspace" page, and your profile lists them all under "Workspace access" > "My workspaces".

Question 12

How do I accept an invitation to join a workspace?

Accepted Answer

When someone invites you, the workspace appears under "You've been invited to:" with an "Invited" badge, both on the workspace selection page after sign-in and on your profile page. Click the check mark to accept the invitation or the X to decline it. Once accepted, the workspace joins your regular workspace list.

Question 13

I'm in the middle of workspace creation but want to use a different account. What do I do?

Accepted Answer

The workspace creation page has a "Login with other user" link at the bottom. Clicking it logs you out of the current account and returns you to the sign-in page, where you can sign in with different credentials.

Question 14

My old workspace URL stopped being our main address. Will old links still work?

Accepted Answer

Yes. When a workspace URL is changed, Deskhero keeps a redirect from the previous address, so visiting the old subdomain automatically forwards you to the new one. Still, update your bookmarks to the new workspace URL.

Question 15

Why was I signed out and sent back to the sign-in page?

Accepted Answer

Your session expired. Sessions last about 8 hours by default, or up to 30 days if you ticked "Remember me" when signing in. Sign in again to continue. If you were on a specific page, Deskhero returns you there after sign-in.

Workspaces

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