Quick answers (FAQ)

Getting started

How long does setup take? About 10 minutes: connect your support address, invite your team, reply to your first customer. See Start here.

Do my customers have to do anything differently? No. They keep writing to the same address, and your replies come from it.

Which email providers work? Gmail and Google Workspace (with an app password), Microsoft 365 and Outlook.com (sign in with Microsoft, shared mailboxes too), Hostinger, Zoho, Titan, Namecheap, GoDaddy, Fastmail, Yahoo, iCloud and most hosts that offer IMAP and SMTP.

Will old emails come in? The last 7 days come in when you connect. After that, every new email.

How fast does new mail show up? Within about 2 minutes. Click the sync button above the inbox list to check right now.

Can I connect more than one address? Yes (support@, billing@, sales@). How many depends on your plan. Each gets its own folder, and replies go out from the address the customer wrote to.

Working tickets

What's the difference between Open, Pending and Closed? Open needs an answer from you. Pending means you replied and are waiting on the customer. Closed is done, and reopens on its own if the customer writes back.

What does "Needs you" show? Open conversations that are yours, plus the ones nobody has taken yet.

How do I know a teammate is already answering? A yellow "here" or red "replying" label shows at the top right of the conversation, and the newest message gets a matching outline. See Notes, following and seeing who's on a ticket.

Can customers see internal notes? Never. Notes are only for your team.

I marked something as spam by mistake. Open it and click Not spam, or select it in the Spam folder and click Not spam.

I deleted a conversation by mistake. It's in the Deleted folder for 30 days. Anyone on the team can restore it.

Can I find an old conversation? Type in Search or #number at the top of the menu. It searches subjects, senders, every message and internal notes. A number like 42 jumps straight to that ticket.

Can two people work the same inbox at once? Yes, that's the point. Assign conversations so it's clear who's answering, and watch for the yellow and red labels.

Team and security

Can we share one login? No. Each seat is one named person with their own login, so you always know who did what.

What can members do, versus admins and owners? Members answer tickets. Admins also manage settings, mailboxes, the team, reports and the help center. Owners also handle billing and can delete the company.

Do you support two-step verification? Yes, with any authenticator app. Turn it on in Settings > You > Password and two-step.

Can we sign in with Google or Microsoft? Yes, if an owner or admin turns it on in Settings > Connections > Sign-in options. Company login (SAML single sign-on with Okta, Microsoft Entra ID or Google Workspace) is on the Business plan.

Is our data safe? Connections are encrypted, mailbox passwords are encrypted before they're stored, and every company's data is kept separate from every other company's. HallaHelps support only opens your account when you ask, and every visit is listed for you.

Plans and billing

Is there a free trial? 14 days, no card, Pro included.

What does Pro add? Translation in 33 languages, Rewrite with AI, deeper reports and AI report insights, webhooks and Zapier, your own AI key, and your help center on your own domain.

Can I change plans later? Any time, in Settings > Billing and data > Subscription.

What happens if we stop paying? The account locks until someone picks a plan. Your data is kept for 90 days, with a reminder before anything is erased.

Your data

Can we take our data with us? Yes. Owners can download everything as a zip, any time.

A customer asked us to delete their data. Use Erase a customer in Settings > Billing and data, or Erase this customer on their conversation.

Can we delete our account? Owners can, in Settings > Billing and data. It's restorable for 30 days, then erased. Or choose Delete now.

Still stuck?

Click your name at the bottom of the menu, then Contact HallaHelps support. Your account details are added for you, so you only need to tell us what's wrong.