Admin & billing

Company settings, users and roles, your WorkHub subscription and Agent Access.

How-to

Can I get a refund?WorkHub payments are non-refundable. There are no refunds or credits for partial periods, unused time, or for…
Can I switch between monthly and yearly billing?Yes. Admins change the billing period in Settings → Billing. The change applies from your next charge. There's no…
Does WorkHub have inventory or stock management?No. WorkHub doesn't have an inventory, stock or asset-tracking feature. It covers support tickets, projects and tasks…
How do I add a new user to my company?Company admins add people from Settings → User Management with the Invite People button. The new person shows up as…
How do I add another company to my existing WorkHub account?You can't do it through the sign-up page: it stops with "That email already has a WorkHub account. Sign in, or contact…
How do I add my company's logo and branding?You can brand your invoices with your own name and logo in Company Settings. The name on WorkHub's emails comes from…
How do I cancel my WorkHub subscription?Admins cancel in Settings → Billing with Cancel subscription. You keep access until the end of the period you've…
How do I change a user's role?Admins can change anyone's role from Settings → User Management. Open the user's menu, pick a new role and click Update.
How do I change my company name?Admins can rename the company in Settings → Company Settings.
How do I change the email address that gets our WorkHub billing emails?You can't change it yourself in WorkHub at the moment. Receipts and payment notices go to the email used at sign-up…
How do I change the agent's instructions?Edit the text in Settings → Agent Access → Instructions and click Save. These instructions are sent to every agent…
How do I choose which projects the agent works on and who gets escalations?In Settings → Agent Access, go to What the agent can work on. Tick the projects the agent may see and the people…
How do I connect an agent app to WorkHub?Add WorkHub as a custom connector in your agent app using the Connector URL from Settings → Agent Access. Then sign in…
How do I manage the agent's knowledge base?The knowledge base is in Settings → Agent Access → Knowledge base. It holds answers the agent may give customers…
How do I reactivate a canceled subscription?If the period hasn't ended yet, click Resume subscription in Settings → Billing. If it has already ended and the…
How do I remove or disable a user?In WorkHub you remove someone by disabling them in your company. They're signed out of your company straight away and…
How do I reset a team member's password?Admins can set a new password for someone from Settings → User Management with Reset PW. If that person also belongs…
As an admin, how do I see everyone's timesheets?Admins can see a weekly timesheet for the whole team in Settings → Timesheets. It shows time logged on tasks and…
How do I see who changed what? (Audit Logs)Admins can review a history of changes in Settings → Audit Logs. It shows who did what, when, and from which IP address.
How do I set up Agent Access?Set your support address first. Then, in Settings → Agent Access, click Create Henry, tick the projects the agent may…
How do I set up card payments with USAePay so clients can pay invoices online?Online card payments use USAePay and are only available on the original WorkHub workspace. On that workspace, admins…
How do I set up company-wide (global) email signatures?Admins manage company signatures in Settings → Global Signatures. These are the default signatures used on automated…
How do I sign up for WorkHub for my company?Sign up at platform.workhubsuite.com by clicking Start free trial. You'll create your account and company, choose…
How do I tell clients how to pay my invoices, and who gets payment notices?Add your payment details in Settings → Company Settings → Billing & payments → How clients pay you. They're printed on…
How do I turn off Agent Access or disconnect an agent?To stop all agents at once, click Turn off in Settings → Agent Access. To remove one connection, click Disconnect next…
How do I update the credit card we pay WorkHub with?Admins can change the card in Settings → Billing by clicking Update card. This opens a secure card page where you…
How does the free trial work?Every new workspace gets 14 days free with every feature turned on. Your card is saved when you sign up, but it's only…
How many users can I have, and do extra users cost more?There's no limit. Every WorkHub subscription includes unlimited users at one flat price, so adding people never…
How much does WorkHub cost?WorkHub has one plan with every feature included, for unlimited users. It costs $149 a month, or $1,490 a year if you…
The agent can't see a ticket or won't connect. What should I check?Most problems come from the agent being turned off, the ticket's project not being ticked, or the connection having…
What happens when the agent escalates a ticket?When the agent decides a ticket needs a person, it escalates it. The ticket is assigned to your escalation contacts…
What is Agent Access, and what can a connected agent do?Agent Access lets you connect an outside support agent app to WorkHub so it can work your support tickets. The agent…
Where can I see our WorkHub payment history and receipts?Admins can see recent payments in Settings → Billing under Payments. A receipt is also emailed after every successful…

Troubleshooting