Knowledge base
How to add people, work issues, run the support desk, and connect your own AI. Can't find what you're looking for? Contact us at [email protected].
Team Management
How do I add users to my organization?
Go to Settings → Team. Admins and Managers can open Settings.
Add User creates the account now. Enter a name, email, password, and role, then click Add User.
Invites sends a link instead. Enter the email and role, then click Create Invite.
PatchDesk emails the invite. You can also copy the link from Recent invites.
How do I invite users to join my organization?
On Settings → Team, the Invites form emails a link and keeps it under Recent invites.
They open the link, create an account or sign in, and join your organization.
Recent invites show Pending, Accepted, or Expired. Copy the link again from that list while it is still pending.
What roles are available for team members?
Admin — Full access, including team, billing, categories, and desk settings.
Manager — Can manage the team, categories, and tickets, and can open desk settings. Billing stays with Admins.
Developer — Can view and work every issue. Cannot add people, change roles, edit categories, or assign tickets.
Agent — Works tickets they created or that are assigned to them. Cannot manage the team or settings.
An Admin can change those permissions on the Team page.
Can I change a user's role after they join?
Yes. On Settings → Team, change the role in that person's row.
Admins can do this. Managers can too, unless an Admin has turned that permission off.
Multi-Factor Authentication (MFA)
How do I set up MFA on my account?
Go to Dashboard → My Account from the sidebar.
Scroll to the Security section.
You will see options to enable MFA. PatchDesk supports three methods:
How do I set up TOTP (Authenticator App)?
Go to My Account → Security and click Enable next to Authenticator App.
A QR code will appear on screen.
Open your authenticator app (Google Authenticator, Authy, etc.) and scan the QR code.
Enter the 6-digit code from your app to verify and activate TOTP.
From now on, you will be asked for a code from your app each time you sign in.
How do I set up Email or SMS MFA?
Go to My Account → Security.
Click Enable next to Email MFA or SMS MFA.
For SMS, make sure your phone number is saved in your account profile.
A verification code will be sent to confirm setup.
Once enabled, you will receive a one-time code each time you sign in.
How do I disable MFA?
Go to My Account → Security.
Click Disable next to the MFA method you want to turn off.
You will be asked to verify your identity before MFA is removed.
Importing & Exporting Tickets
How do I import tickets from a CSV file?
Go to Dashboard → Issues → All Issues.
Click the Import CSV button in the top-right area.
Select your CSV file. The file should contain columns for ticket details such as title, description, priority, and status.
Map the CSV columns to PatchDesk fields if prompted.
Click Import to create the tickets. They will appear in your ticket list immediately.
What format should my CSV file be in for importing?
Your CSV should include headers in the first row. Supported columns include:
Column names are flexible — PatchDesk will attempt to match them automatically.
How do I export tickets to a CSV file?
Go to Dashboard → Issues → All Issues.
Click the Export CSV button.
All tickets visible with your current filters will be exported.
The CSV file will download automatically and can be opened in Excel, Google Sheets, or any spreadsheet application.
Customer Support Portal
Where do I find my customer ticket submission link?
Your customer-facing support portal is available at:
https://patchdesk.org/support/[your-company-subdomain]
To find your exact link:
acme-corp).Share this link with your customers so they can submit support tickets directly.
How do customers submit tickets?
Customers visit your support portal link and click Submit a Ticket.
They fill out their name, email, select a topic (if you have topics configured), and describe their issue.
No account is required — customers can submit tickets without signing up.
Submitted tickets appear in Inbox → All Tickets.
How do I manage support topics?
Go to Settings → Topics.
Here you can create, edit, and delete topics that customers can choose from when submitting a ticket.
Topics help you categorize and route incoming support requests.
How do I respond to customer tickets?
Go to Inbox → All Tickets.
Click on a ticket to open it.
Type your reply in the message box and click Send.
You can also add internal notes that are only visible to your team, not the customer.
Select the tickets and click Assign to... to give them to a teammate.
Free trial & billing
Is there a free trial?
Yes. Every new account gets a 14-day free trial with full access to every feature.
No credit card is required to start.
After 14 days the account is $7 per active user per month if you subscribe.
What is included during the trial?
The trial is the same product as a paid plan: unlimited issues, unlimited support tickets, the customer portal, SLA, macros, MFA, roles, and CSV import/export.
Nothing is locked behind a paid upgrade during those 14 days.
What happens when the trial ends?
An Admin can subscribe from Dashboard → Billing at $7 per active user per month.
Until you subscribe, you can still view and export tickets. Creating and editing waits on an active subscription.
You can cancel anytime. Access continues until the end of the current billing period.
How does per-user pricing work?
Each active user is $7 per month.
Add or remove people and the next bill follows the current count.
There is no cap on issues or customer tickets.
What payment methods do you accept?
Visa, Mastercard, and American Express, charged through Stripe.
Open Dashboard → Billing to subscribe or manage the card. Only an Admin can open billing.
Do you offer annual billing?
Email [email protected] for annual billing and for larger teams.
Issues
How do I add a subticket?
Open an issue from Issues → All Issues, or open a customer ticket from Inbox.
Under Ticket options, leave Stepping stone (subticket) selected.
Enter a title and a description, then click Add stepping stone.
PatchDesk creates a real child ticket and lists it on the parent. Unlink removes the connection and leaves the child ticket in place.
How do I add a checklist to a ticket?
On the same Ticket options panel, choose Pathway (subtask).
Enter the task and click Add pathway task.
Check the box when it is done. Remove deletes that line only. It does not delete the ticket.
How do I combine duplicate issues?
Open the issue. If PatchDesk finds other issues from the same person, or issues with a similar title and description, they appear under Related issues.
Click Combine into this ticket to merge that issue into the one you are viewing.
The panel stays hidden when nothing similar is found.
How do I follow an issue or email someone when it is resolved?
On the issue, click Follow to get updates. Click Following to stop.
Under Notify by email when resolved, add an email address. PatchDesk emails that address when the issue is resolved.
How do I organize issues into categories?
Go to Settings → Categories.
Add a category, then choose it when you create or edit an issue.
A stepping stone keeps the category of the issue it came from.
Support desk
How do quick reply macros work?
Go to Settings → Macros and click New Macro. Give it a name, an optional category, and the reply text.
On a customer ticket, open the reply box and click Quick Reply.
Search for the macro and insert it. The button appears after you have saved at least one macro.
How do I set SLA targets?
Go to Settings → SLA Management.
Set a first-response target and a resolution target, in hours, for each priority.
Click Save. The timer starts when the customer ticket is created, and the ticket shows how that target is going.
How do custom inboxes work?
Go to Settings → Manage Inboxes.
Create an inbox for a queue, such as Billing or Onboarding.
In the inbox list, select the customer tickets and click Move to.... They then show under that name in the sidebar.
What is CSAT?
When a customer ticket is marked resolved, PatchDesk emails the customer a short rating link.
The score is saved on the ticket.
Reports → CSAT Analytics shows the results for the team.
How do I turn a customer ticket into an issue?
Open the customer ticket and click Create Bug Ticket.
The subject and description start from the customer ticket. You can edit them before you save.
The new issue lives under Issues. The customer ticket stays in the inbox.
Connect AI
How do I connect my own AI?
Click Connect AI at the bottom of the sidebar.
Copy the server URL into your AI client as a remote MCP server.
Name a personal token and click Create token. Copy the token when it appears. PatchDesk does not show it again.
Send that token as a bearer token. Revoke it on the same page when you want that client to stop.
What can a connected AI do?
The token acts as you. It can only see the issues and customer tickets you can already see.
It can search and read those records, list teammates and macros, find similar items, add a staff-only note, copy a customer ticket into an issue, comment on an issue, and update an issue.
It cannot email a customer, post a public reply, delete a record, or invite a teammate.