Getting help¶

A real person reads every message and answers within one business day. Here's how to reach us, and where to look first.

Look it up¶

Search these articles with the box at the top of any page.
In Firmdesk, open Help at the bottom of the sidebar: About this page lists the articles and the video for the page you're on.

Write to us¶

Email support@firmdesk.ca, from your email program or from Help in the app, which shows our address.
Help › Send feedback: an idea, something missing or confusing. It tells us which page you were on.
Owners and admins can Help › Book a call: 30 minutes with us, sharing your screen.

Can't sign in? Write from the email address you sign in with, and say which firm you're with.

What to put in your message¶

The page you were on: copy its address from your browser.
What you did, what you expected, and what happened instead: the message on screen word for word, or a screenshot.
The name of your firm, and the email you sign in with.

Never send us a password or a code

Nobody at Firmdesk will ever ask for your password, a sign-in code or a recovery code. Leave clients' information out too: no social insurance numbers or tax documents by email. If we need to look at a client's record to help you, we ask for your go-ahead first and tell you what we looked at.

How fast we answer¶

Within one business day: Monday to Friday, Eastern time, outside public holidays. Put Urgent in the subject for a deadline that looks wrong, a client who can't sign in before a deadline, or anything about the security of your data: we treat those first.

Is Firmdesk down?¶

status.firmdesk.ca shows whether Firmdesk is up, checked every three minutes from outside, and what we're doing about a problem while there is one. It's also under Help › Service status, and under the sign-in form.

Planned maintenance is announced ahead: on the status page, and in a banner at the top of Firmdesk's pages. We do it outside business hours.

If Firmdesk doesn't open but the status page says all is well, try another browser or network, then write to us with the time it happened.

What changed¶

What's new lists what changed in Firmdesk, the newest first. It's also under Help › What's new. Once a month, when something changed, we email a short summary to the people on your team; the link at the bottom of that email stops it.

Security and privacy¶

Found a way to see something you shouldn't, or got an email that pretends to be from us? Write to security@firmdesk.ca. We look at it right away.
To see, correct or delete what Firmdesk holds about you: privacy@firmdesk.ca. If you're a firm's client, ask the firm first: it decides what it keeps about you in Firmdesk, and we help it answer.

The security page says how your data is kept, and the privacy policy what we do with it.