Frequently asked questions

Quick answers to the questions we hear most. Select a topic in the navigation for detailed guides.

General

What is Supahelp?

Supahelp is a customer support platform with a public Knowledge Base, a customizable request form, and a shared request queue for your team.

Do my customers need an account?

No. Customers can read your Knowledge Base and submit requests without signing in.

Is there a limit on users, articles, or requests?

No. Every plan includes unlimited users, unlimited articles, and unlimited help requests.

Knowledge Base

Why don't my changes appear on my help center?

Changes are saved as drafts until you publish. Select Publish changes in the Knowledge Base Editor. Pages in Page storage never go live, even when you publish.

Can I import my existing help articles?

Yes. Import PDF, Word, and text files, or import an article from a public web address. See Import content overview.

Can I use my own domain?

Yes. Custom domains are included in your free trial and on the Essential plan. See Connect a custom domain.

Requests

Can I change the questions on the request form?

Yes. Owners and admins can edit questions for each request type in the Request Form Editor. See Customize a request workflow.

Can I add new request types?

No. The four request types are fixed: Bug report, Help, Feature request, and Feedback. You can fully customize the questions for each type.

Can customers email us instead of using the form?

Yes. Email support is included in your free trial and on the Essential plan. Connect your support address in Settings → Email. See How email support works.

Team

What's the difference between Admin and Editor?

Admins manage settings, members, teams, billing, and workflows. Editors manage the Knowledge Base and work on requests. See Roles and permissions.

How do I transfer workspace ownership?

Make another member an Owner, then change your own role. See Manage workspace members.

Billing

How much does Supahelp cost?

Every workspace starts with a 14-day free trial that includes everything in Essential. After that, Essential is $49 per month, or $39 per month billed yearly, for unlimited users and teams.

What happens when my free trial ends?

If you haven't upgraded, your public help center and request form go offline. Your team can still sign in, nothing is deleted, and upgrading brings everything back. See What happens when your free trial ends.

What happens if I cancel?

Everything keeps working until the end of your billing period. After that, your public help center and request form go offline until you upgrade again. Nothing is deleted. See Cancel your subscription.

Do unused AI credits roll over?

No. Credits reset each billing period on Essential, and your trial's 1,000 credits are one-time.