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Search articles, learn setup basics, manage billing, connect email, and troubleshoot common issues.

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All systems operational
Create your account
Sign up, verify, and join your workspace
Billing & subscriptions
Plans, invoices, payment methods
Create and manage tickets
Inbox, assignments, SLAs
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Pick a category to get step-by-step help.

Accounts
Sign up, login, verification, profiles
Billing
Plans, invoices, cancellations, taxes
Email & channels
Connect inboxes, routing, SPF/DKIM
Tickets
Workflows, assignments, macros, SLAs
Security
2FA, permissions, audit logs
API
Keys, webhooks, rate limits
Accounts Beginner

How to create a NovumDesk account

Create your workspace, verify your email, and invite teammates in minutes.

Sign up
  • Go to Sign Up and enter your name + email.
  • Choose a password (12+ characters recommended).
  • Create your workspace name (shown to your team).
Verify email
  • Open the verification email and click the link.
  • If you don’t see it, check spam/promotions.
  • Resend verification from Settings → Account.
Choose roles
  • Admin: billing + workspace settings.
  • Agent: handle tickets + inbox.
  • Customer: submit and track requests.
Invite teammates
  • Go to Settings → Team.
  • Invite by email and assign a role.
  • Optional: require 2FA for all agents.
Common issues
Didn’t get a verification email
Check spam, whitelist your sending domain, then resend in Settings.
Forgot password
Use Forgot password on the sign-in screen.
Billing Admin

Billing, plans, invoices, and payments

Manage subscription, download invoices, update payment methods, and control renewal.

Change your plan
  1. Open Settings → Billing.
  2. Select a new plan (Monthly/Yearly).
  3. Confirm proration (if applicable) and save.
Download invoices
  1. Go to Settings → Billing → Invoices.
  2. Pick the invoice date.
  3. Click Download PDF.
Update payment method
  1. Open Settings → Billing.
  2. Under Payment Method, click Update.
  3. Save and verify the new card/bank info.
Cancel subscription
  1. Go to Settings → Billing.
  2. Click Cancel plan.
  3. Your workspace stays active until the end of the billing period.
Billing FAQ
Can I add/remove agents?
Yes. Seat counts typically update immediately and may prorate.
Can I change billing email?
Update it in Billing settings so invoices go to the right address.
Email & channels Setup

Connect your first email channel

Route incoming emails into tickets and reply from NovumDesk.

Add a channel
  1. Go to Settings → Channels.
  2. Choose Email.
  3. Enter address + display name (Support, Help, etc.).
Routing rules
  • Set default team/inbox for new tickets.
  • Auto-tag VIP, billing, bugs, etc.
  • Block loops with “no-reply” detection.
Deliverability checklist
If you send email from your domain, make sure your domain has SPF and DKIM configured and your “From” address matches your authenticated sender.
Tickets Core workflow

Create, assign, and resolve tickets

Keep your inbox clean with statuses, priorities, and automation.

Create a ticket
  • From inbox, click New Ticket.
  • Pick requester, subject, and category.
  • Set priority (Low → Urgent) and submit.
Assign + collaborate
  • Assign to an agent or team.
  • Add internal notes for your team only.
  • Use tags/macros for speed.
Priorities
Use Urgent only for time-critical issues (outages, payment failures).
SLAs
Define response + resolution targets per priority.
Automation
Auto-assign based on tags, subject keywords, or channel.
Security

Keep your workspace safe

Enable 2FA, lock down roles, and audit access.

Recommended setup
  • Require 2FA for all Admins and Agents.
  • Use least-privilege roles (don’t give billing access to everyone).
  • Review team members regularly and remove inactive users.
API Developers

API keys and integrations

Create API keys, connect webhooks, and integrate your tools.

Create an API key
  1. Go to Settings → Developers → API Keys.
  2. Click New key and name it.
  3. Copy it once and store it securely.
Webhooks
  • Subscribe to events like ticket.created and ticket.updated.
  • Verify signatures and retry failed deliveries.
  • Use test mode before production.

Still need help?

Open a ticket and we’ll get back to you. Include screenshots and steps to reproduce.

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