FAQ
Questions we get asked before every purchase.
50 answers covering the product, day-to-day use, setup, channels, security and pricing. If yours is missing, ask us directly.
Account & password
Click Lost password on the sign-in page, enter your email, and follow the one-time link we send. It expires quickly for safety - request a fresh one if it has.
Reply on any of your tickets asking for the change, or update it in My account if your installation allows it. We verify the new address before switching.
Several wrong password attempts lock the account temporarily to block guessing attacks. Wait a few minutes and try again, or use Lost password.
Better not - each person should have their own sign-in so history and notifications stay clear. Company accounts can be linked so you see each other's tickets where enabled.
Open My account after signing in - email is always on, and you can opt in or out of SMS and WhatsApp updates there.
Never. Passwords are stored as one-way hashes - nobody, including administrators, can read them. Staff will never ask you for your password.
Billing
Raise a ticket to the Billing department with the approximate date and amount, and we re-send the invoice. Portal installations also show invoices under My account.
Failed-payment deductions auto-reverse to your payment method within 5-7 business days. If it has been longer, raise a Billing ticket with the transaction reference.
Raise a Billing ticket. Approved refunds return to the original payment method within 5-7 business days, and we confirm on the ticket when processed.
Yes - raise a Billing or Sales ticket and we adjust the plan from the next billing cycle, or immediately where pro-rated.
Email & notifications
An acknowledgement when your ticket is created, a notification for every staff reply (with the reply text inside), and a closure email. Nothing else - no marketing.
Check the spam folder first - the very first email sometimes lands there. Mark it Not spam and the rest arrive normally. Still nothing? The address may have a typo; contact us again.
Where enabled, yes - save your mobile number with country code in My account and opt in. You only receive updates about your own tickets.
The number in square brackets is how the system matches your email to the existing conversation. Remove it and your reply may open a brand-new ticket instead.
Absolutely. Email to our support address becomes a ticket automatically, with the same tracking and the same team behind it.
Yes - the system keeps only what you newly wrote, so the ticket does not repeat the whole thread in every message. The original messages are already in the conversation.
Getting started
A ticket is your request logged with a unique number, an owner and a full history. It cannot be forgotten the way an email can - it stays open until your issue is actually resolved.
Three ways: click Submit Ticket on the website, email our support address, or use the chat widget. Whichever you choose, you get a ticket number by email within seconds.
No. You can submit the form or send an email without registering - an account is created automatically so your tickets stay together. Use Lost password later to set a password and see your history.
It is the unique reference for your request, like HDA-7F3A91C4. Quote it in any follow-up - especially in the email subject line - so your message joins the right conversation.
Pick the team closest to your issue - Support for technical problems, Billing for payments and invoices, Sales for new purchases. If unsure, pick Support; we transfer tickets internally without losing anything.
Yes - mention their name and contact details in the description. Replies still go to the email address the ticket was raised from.
Live chat & WhatsApp
Click Chat with us on the website. An AI assistant answers instantly from the knowledge base; a human takes over whenever needed, and the chat can become a ticket so nothing is lost.
Yes - paste a screenshot straight into the message box or use the attach button. Images are visible only to you and the support team.
If it needed follow-up, it is converted into a ticket and you get the ticket number by email. Otherwise the transcript is kept internally for quality.
Where the WhatsApp channel is enabled, yes - messages to the support WhatsApp number appear in the same system and can become tickets with full history.
It starts with an AI assistant (clearly labelled). Ask for a human any time, or the AI escalates on its own when it cannot help - a real person then takes over.
Security & data
Passwords are hashed, all database access is parameterised, uploads are scanned, sessions are hardened and every administrative action is logged. The system runs on our servers at EconomicalDesk.com.
On our servers at EconomicalDesk.com, in a database dedicated to your helpdesk - not scattered across third-party clouds.
Yes - attachments are stored outside the public web root and served only to you and authorised staff, never to other customers or search engines.
Yes - ask via a ticket and we provide an export of your tickets and messages in a standard format.
Tickets are kept for the life of your account so history is never lost. Deletion requests are honoured per applicable data-protection rules.
No. Ticket content is used only to resolve your issues and improve support quality. You will never receive marketing because of something you wrote in a ticket.
Every administrative action - sign-ins, permission changes, deletions - is written to a tamper-evident log, so there is always an answer to who did what, when.
Staff & departments
You, and the support staff of the department handling it. Other customers can never see your tickets or attachments.
Staff can write notes on a ticket that only staff can see - used for coordination. You are never notified of internal notes; everything addressed to you arrives as a normal reply.
The first team routed it to the specialists best placed to solve it. The full history moves with it - you do not need to repeat anything.
You can mention it and we accommodate where possible, but any agent can pick up your ticket - the full history means no context is lost.
We help everyone, but abusive messages may lead to chat blocks or account review. Frustration is fine - abuse is not.
Tickets
Sign in and open My tickets - every ticket shows its current status, who replied last and when. Or just reply to any email about the ticket and ask.
New: received, not yet picked up. Open: an agent is working on it. Awaiting reply: we answered and are waiting for you. On hold: waiting on a third party. Closed: finished - replying reopens it.
Reply to the notification email (keep the subject line intact), or sign in, open the ticket and type your reply there. Both land in the same conversation.
Yes - attach them on the ticket form or reply page, or simply attach to your email reply. A screenshot of the error usually saves a whole round of questions.
Yes. Reply to the closed ticket (by email or on the ticket page) and it reopens automatically with its full history. No need to raise a new one for the same issue.
One issue per ticket. Unrelated problems in one ticket slow everything down because different teams may need to handle them. New topic - new ticket.
If two tickets describe the same issue we merge them so the whole story is in one place. Nothing is deleted - all messages move into the surviving ticket.
Priority (Low, Medium, High, Urgent) sets the response-time target. Choose honestly: marking everything urgent slows genuinely urgent issues - including yours.
Each priority has a response-time target (SLA) that the system tracks automatically. You get the first human reply within that window during working hours, often much sooner.
Yes - sign in and open My tickets. Every ticket you ever raised, on any channel, is listed with its full conversation.
Reply on the ticket saying it can be closed, and we close it. There is no penalty for mistaken tickets.