Frequently Asked Questions
Everything you need to know about using PatchDesk. 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 Dashboard → Team from the sidebar.
Click the Invite User button.
Enter the email address of the person you want to invite.
Select their role (Admin, Manager, or User) — this determines their permissions.
Click Send Invite. They will receive an email with a link to join your organization.
How do I invite users to join my organization?
Invitations are sent via email from the Dashboard → Team page.
Once invited, the recipient will receive an email with a unique invite link.
They click the link, create their account (or sign in if they already have one), and are automatically added to your organization.
You can view pending invites and resend or revoke them from the Team page.
What roles are available for team members?
Admin — Full access. Can manage team members, billing, categories, and all settings.
Manager — Can manage tickets, assign work, and view all tickets. Cannot manage billing or team settings.
User — Can create and view their own tickets. Access to other features depends on permissions set by an Admin.
Can I change a user's role after they join?
Yes. Go to Dashboard → Team, find the user, and click on their profile.
You can change their role from the user details page. Only Admins can change roles.
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 → Bug Tracker → All Tickets.
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 → Bug Tracker → All Tickets.
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 your Customer Tickets → Main Inbox.
How do I manage support topics?
Go to Dashboard → Customer Tickets → 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 Dashboard → Customer Tickets → Main Inbox.
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.
Use the Assign feature to route tickets to specific team members.