FAQ
Frequently asked questions
Cannot find what you are looking for? Email support@helpmesh.io and we will get back to you.
Getting started
How do I sign up?+
Click "Start free trial" anywhere on the site. Verify your email, pick a workspace name, invite your team, connect your first inbox. The whole thing takes 5 minutes.
How long is the free trial?+
14 days, every feature unlocked, no credit card required. At day 14 you pick a paid plan; if you do nothing the workspace moves to read-only mode.
Can I migrate from Zendesk / Intercom / Freshdesk?+
Yes. We provide a CSV import for tickets, customers, and KB articles, plus a webhook listener to keep both systems in sync during cutover. Most teams complete migration in under an hour.
Pricing
Is there a free plan?+
There is a free trial, not a permanent free plan. Solo founders and pre-revenue teams can email sales@helpmesh.io about extended trial windows.
Do you charge per ticket or per agent?+
Per active agent seat. Tickets are unlimited on every plan.
Are there overage fees?+
Storage and AI usage have soft caps that scale with your plan. We notify before any overage; we do not surprise-charge.
Features
Which channels do you support?+
Email (with native threading), embeddable chat widget, WhatsApp Business API, Slack, SMS via Twilio, and inbound voice with Deepgram transcription.
Do you have an AI agent?+
Yes. Powered by Claude (primary) and OpenAI (fallback). It drafts replies, suggests KB articles, and triages incoming tickets. Always human-in-the-loop — never autonomous send.
Can I use my own domain for email?+
Yes, on every plan. BYOD email is not gated to enterprise. Verify a domain in Settings → Inboxes; we provision DKIM via Postmark and route customer replies via Reply-To.
Do you have a public API?+
Yes. Full OpenAPI 3.1 spec at /api/v1/openapi. The agent UI is a client of the same API — every action is reachable programmatically.
Security & compliance
Are you SOC 2 certified?+
SOC 2 Type II is on the Phase 6.5 roadmap. We are currently ISO 27001 aligned with full ISMS controls in place. Type I attestation is the next step.
Where is my data hosted?+
AWS Mumbai (ap-south-1) today. UAE (me-central-1) and EU on roadmap. Per-tenant region selection is available on Enterprise plans.
What happens to my data if I cancel?+
You can export all data via the API or CSV. After cancellation, data is retained for 30 days for restoration; after that, hard-deleted within 7 days.
Do you train AI on my data?+
No. AI providers (Anthropic, OpenAI) contractually exclude HelpMesh API traffic from training data. You can disable AI per-tenant if you need to.