Accounts, Logins & Passwords

When logging into Seamlessdesk you may receive a message that states "We are sorry but you are not permitted to log into this site. If you feel this is an error please contact us."

The reason you may receive this message is that your account has been banned and you are not permitted to log into the site with this email anymore. While very few users will ever see this message here are some of the reasons this may happen to your account.

• An administrator in your organization reported your account as spammy and marked it.
• Too many spammy types, tickets were submitted from your email address and our automated scripts picked it up.

Regardless of the reason why it was spammed, there may be a chance this was a mistake. Because we do not take spam lightly here at Seamlessdesk to resolve the issue you may do one of the following to try and get your account reactivated.

1. Contact your Administrator and ask them to unban your account.
2. If Step #1 does not work then you may contact us directly at support@seamlessdesk.com and we will review your request and see if we can work to un-ban your account.

Please be advised that we will rarely contradict your local organization's administrator in this decision. If we contact them and they wish for your account to remain banned we will leave it alone.

Special Situation

Because once your account is banned you may not log into our site globally with the banned email address. In some cases, you may move to a new company which uses Seamlessdesk as well and would result in you not being able to log in if you are using the same email address. We suggest you create a new account and use a different email.

One of the security features that can be set with any organization is the ability for the administrator to only permit users to log into Seamlessdesk portal from a specified IP range in which they set.

This setting is a security feature which (if set) can allow agents to only log into the site from their local area network. Sometimes administrators only want clients to be able to access this from their work location.

If you received this message then this setting is in place.

To see more information on this as an administrator you can visit Settings > Site settings > Security > IP Whitelisting

When trying to log into Seamlessdesk and you keep receiving a message that says "Username or password incorrect" then one of the two of the following are incorrect.

• Username
• Password

Sometimes we notice that users will change their password and then forget what it is or maybe you changed your password to something and you thought it was different. Either way, it can be a pain, but we have a self-service option for you to help you get logged into our site.

Forgot your password?
At the login screen, you will find a link labeled "forgot your password?" Simply click on this link and enter your email that you used to sign up with our site. When you submit it we will send you a link to help you create a new password. We encrypted all passwords so good that even we can't break them so you will always have to change your password.

The reason you stay logged into Seamlessdesk is that we understand that you are going to use our site many times over day after day. Because of this reason we use cookies to store information about your login so the next time you visit us you will be logged in automatically. There is no need to log in again.

Are those cookies safe?

We pride ourselves in our security measures we have placed and we pass that to anything that may be stored on your computer. That is why we use a robust encryption method to make sure that no one will be able to get any information from your cookies.

What if I want to log out?

No problem! If you would like to log out of our site at any time you can simply click on your account (email) link at the top right corner of every page and then click the Logout button.

Actually, the only difference between the main login and the portal login is that one is customizable. With your portal login page, you can customize colors and add a logo for branding purposes.

Any user (whether Admin, Agent or User) can log in either of the two ways. Your portal has the ability to match your organizations look and feel.

If you would like more information about your customizable login portal you can find that at Settings > Site settings > Support Portals > Web > Sign Up URL

If you find yourself trying to create an account for the first time and for some reason you are receiving a message telling you that you already have an account with us there are two possible reasons for this.

1. You submitted a ticket in the past through one of our other portals such as Email, Twitter or Facebook. In some cases, you may have submitted a ticket through a web portal where you were not required to create an account to do so.
2. Someone else created an account with your email address.

Account creation automation

When you submit a ticket with one of the portals that do not require you to create an account with us then we will create an account for you automatically under your email address. If you need to gain access to this account all you have to do is click the "forgot password?" link located on the login page and enter your email. We will send a password reset link back to you so that you make create your new password and gain access.

Someone else created an account

If someone else created an account no worries. Since we use confirmation in order to create an account and they did not have access to your email address then there would be no damage.

If you would like to gain access to your account you can simply use our "forgot password?" feature and we can reset your password for you so that you may gain access.

In the scenario where you find accounts that are not active but are somehow submitting tickets this is happening because you are using different portals to receive tickets other than the basic web portal. You do have the option with your web portal to allow users to submit tickets without needing an account, this would also create inactive accounts since the user does not have to signup in order to submit the ticket. 

For instance when you enable email based tickets then our system will automatically create an account for that particular email address when it finds it. We will generate a random encrypted password for that user and mark the account as inactive. This will also be the case for our Twitter and Facebook portals.

When the account is inactive is just means that the user has an account but has never logged into Seamlessdesk with that account. If you want an inactive user to have an account the easiest thing you can do is direct them to the "forgot password?" link and they can change their password on their own and gain access to the site.

Another way you can make a user as active is by browsing user's and going to the user's profile, then clicking "Edit" and click the button on the top "Make active" and that will do it. You also have the option to send an email to that user when you mark it as active so that the user is aware of this and can log into their account.

If you no longer wish to have an account with SeamlessDesk then you have the option to completely remove your account from our system.

Under The EU General Data Protection Regulation Act, Art. 17 GDPR Right to erasure (‘right to be forgotten’) When you request for your account to be deleted we will remove every and all data you have uploaded to our server immediately.

The following type of data will be removed:

• Any files or images you uploaded for various sections of our application
• Any records of any kind related to your organization will be deleted from our database and backups

These 2 type of data includes everything we have stored for your organization. Please keep in mind that deleting your account is irreversible and nothing will be able to be retrieved on a later date. Not even the staff will be able to get it back so please make sure when deleting your account this is what you want to do.

How can I delete my account from SeamlessDesk?

1. Head over to your profile
2. At the bottom right hand of the screen, you will see a link labeled "delete account"
3. Proceed through the several warnings and verification's and follow the instructions.
4. In the final dialog box after you have verified your account deletion everything will be removed from our servers immediately.

Remember what's it's gone, it's gone!