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HESK is a free PHP/MySQL help desk. Customers submit tickets from a web form. Staff work those tickets in a browser: assign categories, use canned replies, attach files, search the queue, and publish knowledge-base articles.

The software is still maintained. Softaculous packages current 3.7.x releases. HESK is free to install and use. Optional paid extras, if you want them, are sold separately on the HESK site and are not required for the core desk.

HESK Features

What you can run with HESK

Installing HESK

RSH Web Services offers HESK installation through Softaculous in cPanel. Use this method first to create the application files, database, and administrator account. RSH Web Services can help with installation.

For manual installation, download the current official package from hesk.com, create a least-privilege MySQL user, upload the files, run the installer, then set categories, mail notices, attachments, spam checks, and staff accounts. Test a sample ticket before inviting customers.

Hosting requirements

HESK is a PHP application with a MySQL database. It is designed for ordinary shared hosting. Confirm the PHP version, MySQL access, writable upload path, and outbound email on your account. Follow the requirements shipped with the exact 3.7.x package you install.

Migrating or upgrading HESK

Start with cPanel backups of every HESK file and a full database export. For a Softaculous-managed install, use only the backup, clone, restore, or upgrade controls shown for HESK before manual work. Softaculous updates HESK. It does not convert osTicket, FreeScout, or another desk into HESK.

Move matching files and database together, then test staff login, ticket submit, email notices, attachments, knowledge base, ratings, and auto-close. Follow official HESK upgrade notes for the source and target versions. Never mix files and a database from different versions.

HESK security

Tickets hold names, mailboxes, and files. Use HTTPS, unique administrator credentials, limited staff rights, and restricted attachments. Keep anti-spam checks on. Hosting firewall and DDoS controls protect the server; they do not replace HESK updates. Apply Softaculous or official upgrades on staging first.

Backups and recovery

Back up the HESK database and all application files, including configuration, attachments, language files, and knowledge-base media. Keep several dated restore points and one copy outside the account. Create a fresh backup before upgrades. Restore privately and verify tickets, articles, users, and mail.

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Frequently Asked Questions

Is HESK still maintained?

Yes. HESK continues to receive official releases, and Softaculous ships current 3.7.x builds. That makes it a reasonable choice for a new small or mid-size desk after you test tickets, mail, and articles on your PHP version.

Do I have to pay for HESK?

No. The core help desk is free to install and use. HESK also sells optional paid extras on its own site. Those extras are not required to run the Softaculous package. Buy them only if you need the specific add-on HESK describes.

Can customers track a ticket without a staff account?

Yes. HESK is built so requesters submit a ticket and follow it from the help-desk pages. Test the customer view, email notices, and knowledge-base search with a non-staff account before launch.

How should I test HESK before real customers write in?

Use staging. Submit a ticket, add an attachment, reply as staff, use a canned response, publish an article, and confirm rating and auto-close settings. Check spam protection on the submit form. Restore a backup to a second location.

Why are email notices not arriving?

Check the mailbox used for HESK notices, SMTP or PHP mail settings, spam folders, and cron if you enabled scheduled close or mail features. Send a test ticket to more than one provider. A blocked sender is more common than a missing HESK feature.

How much hosting storage does HESK need?

The application package is small. Growth comes from attachments, article files, logs, and backups. Estimate staff and upload volume, then leave room for restore copies. Watch disk and database size after launch.

Can notices come from my domain?

Yes, when HESK mail settings use an address on your domain. Use a dedicated sender, protect its password, test several providers, and add the DNS records your mail service requires.

What permissions should I set first?

Create separate administrator and staff accounts. Grant only the categories each person needs. Test with a non-admin login. Review who can edit the knowledge base, custom fields, and settings whenever staff change.

What should I back up before a HESK update?

Copy the database plus application files, attachments, language files, and knowledge-base media. On Softaculous, use the HESK backup control first. Restore that pair privately and check tickets and articles before you update the live desk.