Frequently Asked Questions
Will you help me set up Hesk Cloud?
Yes, all Hesk Cloud users get access to our priority one-on-one support. We will be happy to help you get started.
Will my help desk be secured with SSL (HTTPS)?
Absolutely, all Hesk Cloud accounts come with HTTPS enabled at no extra cost.
Can you install additional languages for me?
You can easly enable any available Hesk language pack for your cloud help desk in the administration panel (the Hesk Settings » General page).
Can we move our existing Hesk over to the cloud?
Yes, we can move your existing Hesk installation into the cloud. All your settings, tickets, and data will be preserved, and Hesk updated as needed. Please contact us to arrange the move.
Can we modify the look of our Hesk, add our logo?
Yes, you can add custom HTML code to your Hesk footer and header files, and you can edit the style file.
Do the above prices include taxes?
No, any applicable taxes (sales tax, VAT, GST ...) will be added to the above-listed prices.
Can I use email to ticket functionality in Hesk Cloud?
Yes, the email to ticket functionality (POP3 or IMAP fetching) is indeed supported. To prevent accidental import of thousands of existing emails (yes, that happened before) it is disabled by default, please contact us to enable it.
Can I move from Hesk Cloud to self-hosted?
If you ever wish to move from Hesk Cloud to the self-hosted version of Hesk, let us know and we will provide you with a full export of your Hesk files and database. Note that cloud-only features cannot be exported to the self-hosted version.
What is the file upload limit?
This is the allowed total size of your file attachments (files attached to support tickets and knowledgebase articles); it does not limit the number of tickets or articles.
It is a "soft limit" designed as a safeguard to ensure fair use of system resources. When reached, your help desk will continue to run normally, no data will be lost or deleted. You will be able to purchase additional space, or delete old attachments instead to free up some space and remain within the limit.
Why Hesk Cloud, can't I just host Hesk myself?
If you are comfortable installing, configuring, upgrading, maintaining, backing up and troubleshooting Hesk yourself then yes, you definitely can.
Hesk Cloud is best suited for people/organizations who need their help desk up and running worry-free so they can focus their valuable time and effort on their customers.
Do you charge per support agent?
No. Hesk Cloud uses flat monthly and yearly plans. Each plan includes a generous staff limit, but you do not pay a separate fee for every support agent.
What does "Branding removal" include?
We will remove the "Powered by Help Desk Software Hesk" credit links from the bottom of your help desk. We can also park a custom (sub)domain, for example support.example.com, to your Hesk Cloud help desk.
Managed by the Hesk team
50 Support Agents
