FAQ

General#

Who is Helpdesk Hero for?#

Anyone who supports other people's WordPress sites: agencies and freelancers with care plans, plugin and theme vendors, hosts and in-house teams.

Is it really free?#

Yes. The hub and the customer plugin are free and open source (GPL), with no limit on sites, tickets or team members, and no feature in them is locked. Pro is an optional add-on for teams who want Help Scout or Zendesk, advanced analytics, branding, ratings and AI triage.

Do my customers pay anything?#

No. They install the free Helpdesk Hero plugin from WordPress.org.

Is there a service or account in the middle?#

No. Your hub and your customers' sites talk to each other directly. We never see your tickets.

What if I uninstall the hub, or move it?#

Download a backup first (Settings → Backup and restore). Restore it after reinstalling and every site, ticket and setting comes back; at the same address, connected sites carry on without new codes. See Backup and restore.

Customers#

Can a customer connect to any hub?#

Only with a connection code from that hub. Codes work once and expire after 7 days.

Can customers change the rules?#

No. Your policy decides what they can choose. Their site enforces it too, so changing the plugin's code wouldn't give support more access than the customer agreed to.

What if a customer's site is down?#

If WordPress still loads, they can open a ticket, or use Email it myself instead if your policy allows it. If the site is completely down, they contact you the usual way.

Site access#

Why not just ask for a password?#

Shared passwords get reused, forwarded and forgotten. A temporary account with one-time links ends on its own, logs everything, and never needs a password.

Can support see customer orders or personal data?#

Support sees what the access level allows, like any team member with that role. The customer chooses whether to give access and can end it at any time; everything support does is logged.

Can two people from my team log in?#

Yes. Each Log in click creates a new one-time link. In the free hub everyone uses the same temporary account; with Supporters (Pro), each person gets their own account named after them, and the activity log shows who did what. All of them are deleted when access ends.

Help desks#

Do I need Help Scout or Zendesk?#

No. The hub has its own inbox, and new tickets and replies are emailed to your team. Help Scout and Zendesk connections are coming soon in Pro.

Pro#

What happens if my Pro license expires?#

Pro features switch off. Your tickets, sites, policies and the free hub keep working.

Do I need an AI account for the AI features?#

No. AI features are optional and use whatever AI provider your site has. The free AI Provider for WebLLM runs a model in your browser, so there's no account, no cost and nothing leaves your site. See Private AI with WebLLM.

Can I choose who replies to customers?#

Yes, with Supporters (Pro): tick the team members who act as supporters and the name customers see for each. Others can still read tickets.

Can I try Pro before buying?#

Yes: the live demo runs with every Pro feature on. On your own site, enter TEST as the license key (details).

Can support reply or open tickets while logged in to my site?#

No. While logged in to a customer's site, support sees a read-only Support session page instead of the help center, and a notice on every screen reminding them the session is recorded. Replies come from the support hub.