Frequently Asked Questions

We operate on an invite-only basis for organization members, or a rigorous approval process for new founders.

1. If you are joining an existing team, ask your admin for an Invite Link.
2. If you are a new founder, reach out to our sales team. Once approved, you'll receive a temporary password.
3. Log in and you will be guided to create your organization immediately.

If you can't log in:

1. Click the help icon on the login page to submit a request.
2. Select "Forgot Password".
3. Our support team will verify you with your Organization Admin.

If you are logged in, simply go to My Profile > Security to update it.

Yes! SyncDesk is fully optimized as a Progressive Web App (PWA). You can access the full dashboard, manage tickets, and even use developer tools directly from your phone. Install it to your home screen for the best experience.

Admins can fully brand their workspace in Settings > General:

• Subdomains: Claim your unique URL (e.g., acme.syncdesk.org).
• Visuals: Upload your Logo and set a Primary Color.

These settings automatically apply to your dashboard, login screens, and all outgoing email notifications.

Admins can invite users via the Settings panel:

1. Navigate to Settings > Users.
2. Click "Add User".
3. Enter their email and select a Role.
4. They will receive an email with a secure registration link.

• Founder/Admin: Full access to settings, billing, deletion, and API keys.
• Agent: Can view, manage, and reply to tickets. Cannot access billing or org settings.
• Customer: Can only view and reply to their own tickets.

To keep your workspace clean, we use an **Auto-Archive** system. Tickets that have been closed for more than your configured period (default: 7 days) are automatically moved to the archive. You can search archived tickets separately in the Reports section.

Service Level Agreements (SLAs) ensure timely responses.

• Timers only count down during your configured Business Hours.
• High Priority tickets have shorter timers.
• If a timer runs out, the ticket is flagged "Breached" and managers are alerted.

Yes. Use Settings > Automations to create rules. For example: "If category represents Billing, assign to Finance Team."

Yes. All data in transit is encrypted via TLS 1.3. All sensitive data at rest (passwords, keys) is hashed using bcrypt or encrypted using AES-256. We enforce strict tenant isolation, meaning your data is never accessible by other organizations.

To prevent brute-force attacks, we lock accounts after 5 failed attempts. The lock lasts for 5 minutes initially and increases with subsequent failures.

Yes! You can link specific Discord channels to notification events (like new tickets or breaches). Head to Settings > Notifications to configure channel IDs for real-time alerts.

Our 2-way sync allows you to:

• Push billable ticket time to Xero invoices.
• Sync customer contact details automatically.
• View invoice payment status directly within the ticket.