For your customers
Answers for the people who contact your team.
- 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.Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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.Help desk & customers
- 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.Help desk & customers
- 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…Help desk & customers
- 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)…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Help desk & customers
- 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…Admin & billing