Frequently Asked Questions

General

Does DeskHive require the Envato marketplace?

No. Envato integration is entirely optional. You can run DeskHive without any Envato account. Purchase code verification is only active if you enable it in Settings → Envato and assign an Envato ID to a product.

Can customers submit tickets without logging in?

No. Ticket submission requires a customer account. Customers can browse the knowledge base without logging in, but must register or log in to submit or view tickets.

Can I disable customer self-registration?

Yes. Go to Admin → Support Desk → Settings → Customer Portal and turn off Customer registration. When disabled, only admin-created customer accounts can log in.

What is the difference between agents and admin users?

Admin users access the full admin panel (/admin) and have access to all management features. Agents access only the dedicated agent portal (/support/agent) with a focused ticket-handling interface. Agents cannot access the admin panel.

Can an agent also be an admin user?

No. Agents and admin users are separate account types with separate login credentials. A person who needs both admin and agent access would use two separate accounts.

How many agents can I create?

There is no built-in limit on the number of agents.

Tickets

Can a ticket be assigned to multiple agents?

A ticket has one primary Assigned To field (an admin user), but can also be associated with multiple agents through the agent portal. Agents are linked to tickets via the sd_ticket_agent table, which is how the agent portal determines ticket visibility.

What happens when a ticket is auto-closed?

When the Auto close days threshold is reached with no activity, the ticket status is set to Closed. The customer can reopen it by replying, which creates a new message and updates the ticket status back to Open.

Can customers reopen a closed ticket?

Yes. When a customer posts a reply on a closed ticket, the ticket is automatically reopened.

Are file attachments supported?

Yes. Both customers and agents can attach files when submitting or replying to tickets. Agents can also delete attachments. Downloads are served through authenticated endpoints to prevent unauthorised access.

Knowledge Base

Is the knowledge base visible to guests (not logged in)?

Yes. The knowledge base at /support/knowledge-base is publicly accessible. No login is required to browse categories, read articles, or search. Login is required to vote on whether an article was helpful.

Can I have articles in multiple categories?

No. Each article belongs to exactly one category. If you need an article to appear in multiple places, consider linking to it from other articles or duplicating it.

Envato Integration

What does "require purchase code" mean?

When enabled, customers must enter a valid Envato purchase code when submitting a ticket for an Envato product. The code is verified against the Envato API using your personal token. If the code is invalid or belongs to a different item, the ticket is rejected.

What does "block expired support" mean?

Envato purchases include a support period (typically 6 months). When this option is enabled, customers whose support period has expired cannot submit new tickets for that product.

How do I get an Envato Personal Token?

Go to build.envato.com and create a personal token with the View and search Envato sites and View the user's items' purchase data permissions.

License Manager Integration

What is the License Manager integration?

DeskHive can connect to the Botble License Manager to verify license codes before ticket submission. When enabled and a product has a License Manager Product ID set, customers must enter a valid, active license code to submit a ticket for that product.

Can I use both Envato and License Manager verification?

Each product uses one verification provider — either envato or license_manager. You can have different products using different providers in the same installation.

Email-to-Ticket

Does Email-to-Ticket require the PHP imap extension?

No. DeskHive bundles the webklex/php-imap library, so the native PHP ext-imap extension is not required on your server.

Is Email-to-Ticket enabled by default?

No. The feature is off by default. Enable it in Admin → Support Desk → Settings → Email Piping after configuring your IMAP credentials.

Can I use Gmail with Email-to-Ticket?

Yes. Use an App Password rather than your regular Google account password. Enable IMAP in Gmail settings, then generate an App Password under Google Account → Security → App passwords. See Email-to-Ticket Setup for step-by-step instructions.

What happens if an email sender is not a registered customer?

If Auto-create Customer is enabled, DeskHive creates a new customer account from the sender's name and email, then links the ticket to that account. If the setting is disabled, the email is skipped entirely.

Will the same email be processed twice?

No. DeskHive records each processed message by its Message-ID in the sd_processed_emails table. Duplicate processing is prevented even if the scheduler runs while a previous run is still in progress.

Email Notifications

Which events trigger email notifications?

Event	Who receives it
New ticket submitted	Agents assigned to the department (if enabled)
Customer replies	Assigned agents (if enabled)
Agent replies	The ticket's customer (if enabled)
Status changes	The ticket's customer (if enabled)
Ticket assigned	The newly assigned agent

Can I override the sender email address?

Set the Notification email field in Admin → Support Desk → Settings → Notifications to override the default FROM address for outgoing notifications. If left empty, the system default mail address from your .env configuration is used.

Social Login

Can customers link a social account to an existing password account?

If a customer attempts social login with an email that already exists in the system, they are logged in to the existing account. The accounts are merged by email address automatically.

What if a customer registered via social login and wants to set a password?

They can set a password from Customer Portal → Settings → Password. After setting a password, they can log in with either method.