For admins
Tasks only company admins can do.
- How do admins respond to suggestions and change their status?Admins open Update status / respond under a suggestion, pick a status, optionally write a response, and click Save…Team, chat & data
- Can I get a refund?WorkHub payments are non-refundable. There are no refunds or credits for partial periods, unused time, or for…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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.Admin & billing
- How do I change my company name?Admins can rename the company in Settings → Company Settings.Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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.Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- I invited someone but they didn't get an email. What do I do?That's expected: inviting someone in WorkHub adds them to your company as Pending but doesn't send an email. To let…Admin & billing
- My billing link says "This link has expired." What do I do?Card-update links only work for 30 days. If you can sign in, get a new link from Settings → Billing. If your workspace…Admin & billing
- My WorkHub payment failed. What happens now?Your workspace keeps working for now. WorkHub emails you, tries the card again every 2 days, and pauses the workspace…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- 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…Admin & billing
- Why can't I save a password or API key in Company Settings?WorkHub encrypts mailbox passwords and payment keys before saving them. If the server's encryption key hasn't been set…Admin & billing
- Why can't I see the Settings menu?The Settings link at the bottom of the sidebar only appears for company Admins. If you're an Editor or Viewer in the…Admin & billing
- Why is my workspace paused, and how do I reopen it?A workspace is paused when the WorkHub subscription isn't paid: either a payment kept failing for 7 days, or the…Admin & billing