Cloud Help Desk

You can configure your CHD account to use either TOTP using an authenticator app or OTP via email.

No, MFA can only be enabled or disabled at the account level for all Employees associated with that account.

No, MFA is applied at the account level and affects all Employees under the Employee Administration Setting.

Yes, if you prefer not to use MFA you can disable it for your account. However we do not recommend this as MFA provides an extra level of account security.

No, MFA only applies to Employee Accounts (owner admin, tech, manager roles) added under the Employee Administration Setting.

You will be required to enter an MFA code each time you log in. Currently, you are required to log in every 7 days on each device / browser you use, unless you log yourself out.

If you enter the code incorrectly 3 times, your account will be locked for security reasons. You can unlock your account by resetting your password.

At this time MFA is not enabled for users who are using the Spiceworks Cloud Help Desk iOS or Android Apps.

At this time when you connect Power BI to your Cloud Help Desk account you are not prompted for MFA.

Subject: [Spiceworks MFA] Your requested verification code

Sender:[email protected]

If an Employee cannot access their registered email, they will not be able to receive the MFA verification code. In this case, the user will need to update their email address via https://accounts.spiceworks.com/email/change

Mimecast applies a ‘Greylisting’ policy to all inbound mail. When a new sender is detected, the mail is deferred, and when the sender’s email server retries to send, Mimecast evaluates and delivers the message. After a couple of these emails are accepted, it should just work normally.

Mimecast users can pre-emptively create a new Greylist policy to bypass this ruling for specific email addresses (@txmail.spiceworks.com) or based on a group like ‘Permitted Senders’ that many Mimecast users may already have in place to allow regular contacts with high spam confidence ratings to receive mail. Mimecast spam filter and greylist filters don’t talk to each other and need to be configured separately. More on that hereOpens a new window .

An authenticator app is a mobile application that generates a Time-based One-Time Password (TOTP), a unique six-digit code that changes every 30 to 60 seconds.

We have tested it with Google Authenticator, Microsoft Authenticator, Authy, and Okta Verify, but any authenticator app that supports TOTP can be used.

You have 2 options for setup once TOTP has been set as the MFA type for the CHD account.

• On the next login, if a user has not set up their authenticator app, they will be prompted to do so. The user cannot skip this step at this time.

• Alternatively, a logged-in user can proactively set up their authenticator app by selecting “Set up TOTP authentication” from the dropdown menu on the right-hand side.

Backup codes are a set of single-use codes provided to you when you first set up your authenticator app. They are your safety net. If you lose your device, it gets damaged, or you can’t access your authenticator app, you can use one of these codes to log in and regain access to your account.

You should write them down or print them out and store them in a secure, physical location, like a locked safe or a secure document folder. Do not store them on your computer or phone, as this could defeat the purpose of having them as a backup.

This is usually caused by Time Skew, which is a slight difference between the time on your phone and our servers. To fix this, ensure your phone’s time is set to “automatic” or “sync with network time.” You can also try re-entering the code once more before the next one is generated.

Alternatively, you can use a backup code or request a one-time code via email.

If you have already successfully set up your authenticator app and lose your backup codes, you will need to reset your TOTP and then set it up again.

CHD admins can see who has configured their authenticator apps by

• Go to Settings → Employee administration

• Users who have configured their authenticator app will have an icon next to their role

CHD admins can reset the TOTP configuration for a user by

• Go to Settings → Employee administration

• Click edit for the required Employee

• Click Reset TOTP

If you are not an admin, you will need to request that an admin reset your TOTP configuration for you. For security reasons, our support team is not able to do this for you.

You can use a backup code or request a one-time code to help you log in until it has been reset.

The Core plan offers a robust, ad-supported ticketing solution at no cost.

The Premium plan is a paid platform that provides users with an ad-free experience and includes enhanced features, such as bulk actions and task lists.

For a full comparison of features, see https://www.spiceworks.com/free-cloud-help-desk-software/

Upgrading provides several advantages, such as:

• Ad-free experience: Enjoy a clean, distraction-free interface without ads.
• Access to additional Premium plan features, including repeatable tasklists, bulk actions and live chat with our technical support team.

Upgrading is simple:

1. Go to Settings → Billing in your Spiceworks Cloud Help Desk account.
2. Click the required “Upgrade” button based on whether you want to pay monthly or annually.
3. Enter your company information.
4. Enter your payment information securely.
5. Review your subscription amount and confirm the payment.

If your Cloud Help Desk account has five (5) or fewer active employee seats, you can continue using the Core plan.

If your account has six (6) or more active employee seats and you have not upgraded, the following restrictions will apply:

• Account owners or admins will be able to access only the Billing and Employee Administration pages.
• Employees with Tech or Manager roles will lose access to the account.
• End users will no longer be able to submit tickets through the User Portal or email.
• Your support email address will become inactive.

If you have a unique situation or need help transitioning, use the following linkOpens a new window to contact us.

Only users with owner/admin roles can manage billing.

In the Billing and Employee Management Settings pages, you can view the number of seats you have paid for in the current billing cycle.

If some employees have been deactivated, this number may differ from the current total of active employees.

When you remove an employee in the middle of the billing cycle, you will have an unused Premium seat. At the beginning of the next billing cycle, you will not be charged for that employee.

When you add a new employee during the current billing cycle, you will need to pay the additional cost for that employee until the end of the billing cycle. However, this requirement is waived if you have deactivated another employee during the same billing cycle.

Yes, you can downgrade. Here’s how:

1. Go to Settings → Billing in your Spiceworks Cloud Help Desk account.
2. Click the “Go back to Core Plan” link at the bottom of the page.
3. Review the information that appears in the modal, outlining the features you’ll lose.
4. Click the “Cancel subscription” button to downgrade. At the end of your current billing cycle, you will be returned to the Core plan, and no further payments will be made.

Your data remains intact, but you will lose access to the Premium plan features.

Yes. If you prefer to pay by ACH, wire transfer, or check, we can provide an invoice with 30-day payment terms for the Annual Premium Plan.

Your Cloud Help Desk account will be upgraded as of the invoice date.

To request an invoice, fill out the form hereOpens a new window . Be sure to select the invoice option.

Spiceworks is using Stripe to process payments.

No, your credit card information is securely stored by Stripe. Spiceworks employees cannot access your credit card details and will never ask you to provide them directly.

To change the credit card used for payment, follow these three steps:

1. Go to Settings → Billing in your Spiceworks Cloud Help Desk account.
2. Click “Add Credit Card” and ensure the “Set this card as default” option is set to true.
3. Once you have added a new card, you can delete the old card if you wish.

To obtain a copy of your paid invoice/receipt for your finance team, follow these steps:

1. Go to Settings → Billing in your Spiceworks Cloud Help Desk account.
2. Click on the download link for the required invoice.

If the automated monthly or annual payment fails, there are 3 automatic retries. The first is after 1 day, again after another 3 days, and a final attempt after another 3 days.

As long as the card issue is resolved within that window, the retry will take care of everything.

The Premium plan offers a cost-effective per-employee pricing model.

The Premium plan costs US$6 per employee per month when paid monthly or US$5 per employee per month when paid annually.

You only pay for the number of seats shown on the employee administration page (owner, admin, tech, or manager roles), making the plan scalable and affordable for teams of any size.

End users who submit tickets are not charged, keeping the plan affordable even as your team grows.

Yes, you can choose to pay for the Premium plan either monthly or annually.
Monthly payments are made by credit card. Annual payments cover the entire year and can be made via credit card or invoice.

To request a quote, please fill out the formOpens a new window here. Our team will send your quote within 3-5 business days.

We’re glad to support education for the next generation of IT professionals. Fill out the form hereOpens a new window to get started.

At this time, U.S. sales tax exemptions are processed manually internally.

1. Go to Settings → Billing
2. Add your customer information such as: Company Name and Address by clicking ‘Add Customer Information’ or Edit Customer Information
3. To upload your Tax Exemption certificate, fill out the following formOpens a new window .

We will process your request and confirm via your support ticket once the tax exemption has been applied. Once your support ticket is updated, complete the following steps

1. Return to Settings → Billing, click Upgrade
2. Enter your payment information securely.
3. Review your subscription amount and confirm the payment.

1. Go to Settings → Billing in your Spiceworks Cloud Help Desk account.
2. Click the required “Upgrade” button based on whether you want to pay monthly or annually.
3. Enter your company information including the Tax / VAT Type and Tax / VAT number. If your VAT Number includes a country prefix eg GB ensure that you also include this.
4. Enter your credit card details
5. Review your subscription amount and confirm the payment.
6. Your VAT number will be included on your invoices

Make the request hereOpens a new window and we’ll get one emailed to you.