Our Support Team is here to assist you with any questions, troubleshooting, or configuration needs. This article explains how to reach us, how to submit a report effectively, how we process feedback, and which features can only be configured by our team.
- General support information
- Creating a support report
- How we handle feedback & insights
- Changelog/Updates
- Support-only configurable features
1. General support information
If you have questions, feedback, or need assistance, contact our Support Team via the contact form at the bottom of this page. We will be happy to assist you!
Tip: If your company uses deskbird and you have questions about your setup, please first reach out to your internal deskbird admin. Only they can adjust your account settings.
Our dedicated Support Team responds from Monday to Friday (excluding public holidays) and typically replies within a few hours. Enterprise customers or those with a special service agreement can also contact their designated Customer Success Manager.
2. Creating a support report
Please provide exact details such as the affected user's email address, relevant dates and times, and any related names.
Include clear steps to reproduce the issue and, if possible, screenshots to help us investigate more efficiently.
Please indicate where the issue occurs: web app, Slack, Microsoft Teams integration, or mobile app. For mobile issues, specify the platform (Android or iOS) and your app version.
In certain cases, we may ask for
a .har file to analyze
network activity and troubleshoot
complex issues.
Follow the relevant browser guide to create one:
- Chrome: View instructions
- Safari: View instructions
- Edge: View instructions
- Firefox: View instructions
3. How we handle feedback & insights
We take customer feedback seriously. Whenever you reach out about a feature or functionality that isn't currently available in the tool, our support team will forward this input directly to our product team and senior leadership.
All feedback is logged in a dedicated internal tool that helps us analyze how many customers are requesting the same idea. This data-driven approach plays an important role in shaping our future roadmap. Every single piece of feedback submitted via this channel is read by our product managers, regardless of its size or scope.
While we can't promise that all ideas will be implemented, and we’re unable to provide any specific timelines (ETAs), we want you to know that your voice is genuinely heard and valued. Unlike others who simply say they collect feedback, we actively use these insights to evolve deskbird in line with what matters most to our users.
If a new feature is released, you'll hear about it through our newsletter, in-app announcements, or direct email communication. Please note that Deskbird is designed to support thousands of companies across various industries. While your request may be important for your team, it may not always align with the broader demand we’re seeing across our user base.
For customers with a dedicated Customer Success Manager, these feature discussions can also be part of your regular check-ins.
4. Changelog/Updates
The What’s New feed is your central place to stay up to date on product updates, improvements, and announcements. You can access it anytime via the bell icon 🔔 in the app.
Here, we share what’s new, what’s improved, and why it matters to you—often with direct links to try new features right away. You can react to posts, leave comments (visible only to you), and submit ideas or suggestions through the built-in feedback form.
5. Support-only configurable features
Some advanced settings can only be configured by the deskbird Support team. To request these changes, contact us at the bottom of this page. Some features are only available for certain plans or packages. Learn more here: Feature Availability
| Feature | Availability | Description |
|---|---|---|
| Change company name on login page | All plans | Update the company name visible on the login screen. |
| Set company logo | All plans | Add or replace the company logo shown on the login page. |
| Set visibility restrictions (groups)* | UDM / Enterprise | Configure user visibility based on groups: – Unrestricted: Users can see all others – Group-based: Users see only group members they belong to or manage Includes privacy settings for individual profile visibility. |
| Set visibility restrictions (users)* | UDM / Enterprise | Define whether users can see all users or only certain individuals. Supports profile privacy settings. |
| Set private profiles as default* | UDM / Enterprise | Automatically sets all new user profiles to private if privacy restrictions are enabled. |
| Deactivate unused login methods | All plans | Disable Google SSO, Microsoft SSO, or Email + Password login options. |
| Customize scheduling options | Workforce | Rename, recolor, or configure additional scheduling types. |
| Set custom data anonymization period | UDM / Enterprise | The default retention is 180 days. Can be reduced to 1 day or set to a custom value. |
| Change user email addresses | All plans | Update user emails via SCIM 2.0 or by sending a list of old and new addresses. |
| Add or remove allowed domains | All plans | Specify which email domains can access your deskbird workspace. |
| Enable analytics privacy filter | UDM / Enterprise | Hide all user names in analytics for enhanced privacy. |
* Those privacy setting shave an impact on how users can see others users and their bookings:
- If group-based user visibility is on, you can only discover users in shared groups.
- If private profiles are enabled, you can only see bookings of users you follow.
- If both are on, you can only follow users in shared groups (because you can only discover those), and you can only see their bookings when you follow them. So you only see bookings of followed users in shared groups.