Help desk & customers
Support tickets, the support inbox, forms, invoices and the client portal.
How-to
- Can I reply or upload files on the ticket status page?No. The ticket status page is read-only and shows the status and email history. To add to your ticket, reply by email.
- How do I add a client?Click "Clients" in the left sidebar, then "New Client". Fill in the details and click "Save client".
- How do I add an email signature to my ticket replies?Create a signature on your profile page under "Email Signatures", then pick it from the signature menu when replying…
- How do I add more information to my ticket?Reply to any email about your ticket and keep the ticket number in the subject line. Your reply is added to the same…
- How do I bill a client for logged hours?Open the project, go to the "Invoices" tab and click "Bill Hours". WorkHub creates a draft invoice from all uninvoiced…
- How do I block a sender, or stop a customer's emails being filtered?There's no on-screen setting for block and allow lists. Your WorkHub platform owner manages them for your company. You…
- How do I check the status of my ticket?Go to the Check Ticket Status page (your support site's address followed by /ticket/login) and enter your email…
- How do I create a public form?Open the project the submissions should go into, click the "Forms" tab, then "Create Form". Every submission becomes a…
- How do I create and send an invoice?Create a one-off invoice from a client's page (or from a project's "Invoices" tab), add line items, then click "Send"…
- How do I customize a form's fields, look and logic?Open the form from the project's "Forms" tab. In the form editor, add fields from the right-hand panel, select a field…
- How do I delete or cancel an invoice?Open the invoice and click "Delete invoice" at the bottom. Anyone on the team can delete a draft. Only company admins…
- How do I embed a form on my website or share its link?In the form editor, click "Embed" to copy a ready-made embed code, or click "Open Form" to get the public link.
- How do I get a receipt or a PDF of my invoice?Open the invoice and click "Download PDF" (on the pay page) or "PDF" (in the client portal). Receipts are emailed…
- How do I give a client access to the client portal?Open the client's record, go to "Client Portal Access", tick "Enabled", set a password and click "Save access". Then…
- How do I open a support ticket by email?Send an email to the company's support address. Every new email (one that isn't a reply to an existing ticket) becomes…
- How do I pay an invoice online?Click the pay button or link in your invoice email (or "Pay now" in the client portal), enter your card details and…
- How do I record a check, cash or other offline payment?Open the invoice, click "Record payment", enter the amount received and an optional note. When the payments cover the…
- How do I reply to a customer from a ticket?Open the ticket, go to its "Email" tab, type your reply at the bottom and click the send button. The email goes to the…
- How do I send a survey to customers?Company admins can create a survey under Team > Surveys with the audience set to "Customers (public link)", open it…
- How do I set up recurring invoices and payment reminders?On the invoice, use the "Recurring" section to choose how often it repeats, and tick "Payment reminders" to email the…
- How do I set up the support inbox?A company admin enters the mailbox details under Settings > Company Settings > "Support inbox". After saving, WorkHub…
- How do I sign in to the client portal?Go to the portal sign-in page (your WorkHub address followed by /portal/login) and enter the email and password the…
- How do I submit a request using a web form?Open the form link the company gave you (or the form built into their website), fill it in and click Submit. A ticket…
- How do I tell clients how to pay me, and can they pay by card?Enter your payment details in Settings > Company Settings > "How clients pay you". They appear on every invoice and…
- How do I turn on customer satisfaction ratings, and where do I see the results?Company admins can switch them on under Team > Surveys > "Customer satisfaction". Once they're on, customers get a…
- How does the support inbox turn emails into tickets?WorkHub checks your company's support mailbox about every 5 minutes. Each unread email either becomes a new ticket or…
- What can I see in the client portal?The portal is a read-only view of your own invoices, tickets and projects with the company. You never see other…
- What is the "Filtered email" list?It's a task list WorkHub creates in your Inbox project to hold new emails that look automated rather than written by a…
- What is the "How did we do?" email, and how do I rate my ticket?It's a short satisfaction survey sent once, when your ticket is completed. Click a score from 1 (Poor) to 5 (Great)…
Troubleshooting
- I didn't get a confirmation email for my ticket. What happened?Give it a few minutes and check your spam or junk folder first. The support inbox is only checked about every 5…
- I forgot my client portal password. How do I reset it?The portal has no "forgot password" link. Ask your contact at the company to set a new password for you.
- My card payment was declined. What should I do?Check the card details and billing ZIP, then try again or use another card. Declined payments aren't charged.
- Why can't I pay this invoice online?Online payment only appears for invoices that have been sent and still have a balance, and only when the company…
- Why can't I see a project or ticket in the client portal?The portal only shows projects that the company has linked to your client record, and tickets that came from your…
- Why didn't an email become a ticket?The most common causes are that someone already opened the email in the mailbox, the sender is blocked, the email was…
- Why does a form say "Form is Currently Inactive"?The form's owner has switched it off, so it isn't accepting submissions right now. A "Form Not Found" message means…
- Why does the ticket page say "No ticket found"?The email address and ticket ID you entered don't match the same ticket. Both must belong to the ticket exactly as it…
- Why was my ticket closed or marked completed?A team member marked it Completed when they believed your request was resolved. WorkHub never closes tickets…
- Why wasn't I notified when a customer replied to a ticket?WorkHub doesn't send a notification when a customer's reply is added to an existing ticket. The reply simply appears…