Terms of Service

1. Agreement and eligibility

EspressoDesk is operated by InProgress Paulina Brzezniak, Okrezna 37C/11, 58-100 Swidnica, Poland, VAT ID PL8842500931 ("we", "us"). Contact: info@getespressodesk.com.

EspressoDesk is sold to businesses only. By subscribing you confirm you are at least 18 years old and authorised to bind the organisation named on the account.

If you do not agree with these Terms, do not create a workspace and do not use the service.

2. The service

EspressoDesk provides a multi-tenant helpdesk: shared inbox, live chat widget, knowledge base, AI drafting assistance and administrative reporting.

From the Pro plan the workspace also includes SLA policies with business hours, workflow automation rules and custom ticket and contact fields. These are tools you configure for your own support commitments: the SLA timers, breach warnings and escalations measure your team's response times against the targets you set, and they are not a service-level guarantee given by us for the availability of the platform. Automation rules act automatically on your tickets (status, priority, assignment, tags, notifications) exactly as you configure them, and you remain responsible for the outcome of the rules you enable and for the personal data you choose to store in custom fields.

The workspace can send automatic e-mails to your customers (ticket confirmation, satisfaction survey, closing notice, portal access code). You may rewrite the subject and body of these messages in English and Spanish, or switch a template off. The content you save is your content: you are responsible for it being accurate, lawful and not misleading, and messages leave through the mailbox you connected.

Agents can save macros: named sets of ticket actions (prepared reply or internal note, status, priority, assignee, tags) that are applied in one click. Macro text is inserted into the editor for review and is never sent to a customer automatically; you are responsible for the content of the macros your team saves and shares inside the workspace.

Workspace admins can schedule report digests: a weekly or monthly e-mail with aggregated support statistics (volumes, response and resolution times, SLA compliance, satisfaction and per-agent totals) sent to up to ten addresses of their choice, at most five schedules per workspace. The digest contains aggregated metrics and agent names only, never customer message content, and you are responsible for the recipients you add.

Agents receive in-app notifications (SLA deadlines and breaches, assignments, new customer messages, mentions) and can decide per person which of them are also delivered by e-mail. Notifications are an operational convenience, not a guarantee of delivery or of reaction time.

Tasks: agents can keep internal to-dos with a title, notes, priority, due date, an assignee and an optional link to a ticket or contact. Starter workspaces get a personal list of up to twenty open tasks; from the Pro plan tasks can be assigned across the team and the assignee receives a due-date reminder in the notification centre and by e-mail. Completed tasks are deleted automatically 90 days after completion, so the task list stays a working list and not an archive. Task content is your content and you are responsible for what your team writes there.

Notifications are housekept automatically: read alerts are removed after 30 days and every alert after 90 days, so the notification centre is a working list and not an archive of your support history.

Copies and forwarding: when replying to a ticket an agent may add Cc and Bcc recipients, and may forward any single message of the thread to another address with an optional note. Copies and forwards leave through the mailbox you connected and are recorded in the ticket (Bcc addresses are stored for your audit trail and are never shown to the other recipients); a forward is also logged as an internal note. You decide who receives customer content this way and you are responsible for the addresses your agents add, including any disclosure of personal data outside your organisation.

Your customers can open their own support portal with a one-time e-mail code and, from there, read the public part of their ticket, add a reply, attach files within the same limits that apply to agents and see the expected resolution time and their satisfaction rating. Whatever a customer sends this way becomes part of your ticket data and is processed by you as the controller.

Public API and webhooks (planned): a REST API and outbound webhooks are in preparation and are not part of the service today. When released, version 1 is intended for the Pro and Scale plans, with workspace-scoped tokens, signed deliveries and per-plan rate limits. The page describing them is informational only, roadmap items create no contractual obligation and no date is promised; joining the waitlist means we may e-mail you about that feature.

We may add, change or retire individual features. Where a change materially reduces core functionality of your paid plan, we give at least 30 days' notice by email.

3. Accounts, seats and fair use

Each agent seat is personal and may not be shared between people. Plans include a seat limit (Starter 5, Pro 15, Scale 30) and a monthly ticket allowance (Starter 500, Pro 2,500, Scale 10,000); exceeding it requires an upgrade or an add-on pack.

You are responsible for all activity under your workspace, for keeping credentials secure and for the accuracy of the data your team imports.

Workspace owners can grant each agent granular permissions (inbox, knowledge base, reports, billing, settings and other sections). You decide who sees what; we apply the permissions you configure and enforce them on the server.

The EspressoDesk Capture desktop app is free on every plan and is currently available for Windows and Linux; the macOS edition is coming soon and cannot be downloaded yet. Its Pro tools (blur, numbered steps and sending a screenshot to a ticket) require the Capture Pro add-on ($9 per month net), which can be bought on every plan including Starter and is included in Scale. Capture Cloud (uploading screenshots to our storage and sharing them through a link) is part of Capture Pro; those files count towards your workspace storage allowance and expire according to the link lifetime set in your workspace. Each device token is personal and is locked to the first computer that uses it; the app re-verifies the subscription about every 24 hours and may keep Pro features working offline for at most 7 days. Keyboard shortcuts in Capture are optional, created by the agent and stored only on that computer; you are responsible for choosing combinations that do not conflict with your operating system or other software.

Third-party integrations (Jira, Trello, Slack): when an admin connects one of these tools, we store the credentials you provide (API token, key or webhook URL) encrypted, and we send to that provider only the data needed for the action you trigger — ticket number, subject, first message, the reporter e-mail and a link back to the ticket. The Dev Tools add-on (Jira and Trello, 19 USD per month net) is available from the Pro plan and is included in Scale; Slack notifications are included in Pro and Scale. These providers are independent controllers of the data they receive under their own terms, we cannot guarantee their availability, and disconnecting an integration in EspressoDesk does not delete anything already created in their systems.

Telegram channel (add-on): you connect your own bot created in Telegram's BotFather and you remain the owner of that bot. We store the bot token encrypted, register a webhook so incoming messages open or continue tickets, and send agent replies back to the same chat. Telegram Messenger is an independent controller of the messages that pass through its network under its own terms; revoking the token in BotFather immediately stops the channel. The Telegram channel costs 9 USD per month net (90 USD per year) on Starter and Pro and is included in Scale.

Remote support (free on every plan): AnyDesk and TeamViewer are used through deep links only. We store the AnyDesk or TeamViewer ID that you or your customer provide on the contact or ticket and turn it into a link that opens the client installed on the agent's own computer. EspressoDesk never controls a remote machine, never brokers the session and never stores session content or recordings; the remote session takes place entirely between your agent, your customer and the AnyDesk or TeamViewer software, under their own terms, and always requires the customer to accept it. Remote support is free and included in every plan at no extra cost.

Sign in with Google: agents may create an account or sign in with a Google account instead of a password, on every plan and at no extra cost. We receive only the e-mail address, name and profile picture linked to that Google account; we never receive your Google password and we request no access to Gmail, Drive or any other Google service. Removing the connection on Google's side means you must sign in with a password reset link instead.

Public documentation published on getespressodesk.com (the Help Center, feature pages and comparison pages) is our content, provided for information only. It may be updated at any time and does not form part of the contracted service description. Content you publish in your own knowledge base or customer portal remains yours and is your responsibility.

File attachments: one file may not exceed 20 MB, a single message may not exceed 25 MB in total or 10 files, and only formats from our allow-list are accepted (executables, scripts, SVG and HTML are always refused). Each plan includes attachment storage (Starter 1 GB, Pro 10 GB, Scale 50 GB) and the Extra Storage add-on adds 50 GB, 100 GB or 250 GB per unit depending on the variant purchased. When the quota is reached new uploads are refused; nothing is deleted for billing reasons. Attachments of tickets that have been closed for more than 12 months may be purged, so keep your own copy of anything you must retain.

4. Subscriptions, trials and billing

Paid plans are $29 (Starter), $129 (Pro) and $349 (Scale) per month, or ten times that amount for a year paid up front (two months free). The 14-day free trial runs inside EspressoDesk and needs no credit card; when you later buy a licence the first payment is taken immediately at checkout and the subscription starts at once (no second trial).

All prices on this site, in the app and in the checkout are NET amounts and exclude sales tax, VAT, GST or any equivalent tax. Lemon Squeezy, our merchant of record, calculates and adds the tax due in your country at checkout and issues the invoice.

Add-on packs (extra agent seats, extra ticket volume, the AI packs, WhatsApp, Telegram, Dev Tools, Capture Pro and Extra Storage at $9 per month for +50 GB, $16 for +100 GB or $35 for +250 GB) are sold as separate recurring subscriptions, billed independently of the base plan and cancellable independently of it.

Some add-ons can also be bought on a yearly cycle at ten times the monthly net price (two months free): extra agent seat $120/yr, WhatsApp $290/yr, Telegram $90/yr, Capture Pro $90/yr and Extra Storage $90/yr for +50 GB, $160/yr for +100 GB and $350/yr for +250 GB. The AI packs and the extra ticket packs are billed monthly only, because their allowance resets every month. A yearly add-on is charged in full at purchase, renews yearly and, like every other subscription, is non-refundable; cancelling it keeps the add-on active until the end of the paid year.

By ordering a subscription you request that the service starts immediately and you acknowledge that subscription fees are non-refundable. Cancellation takes effect at the end of the current billing period; no partial or pro-rata refunds are issued. See the Refund Policy.

Subscriptions renew automatically until cancelled from the dashboard or the billing portal.

Add-on packs have no free trial: they are charged immediately at purchase and require an active base plan to remain usable. Add-ons are never prorated — each pack is charged in full for its billing period, buying an extra pack mid-period costs the full price, and cancelling one gives no credit or refund for the remaining days.

We may grant a workspace complimentary lifetime access at our discretion. Such an account is provided free of charge, carries no subscription, is not transferable and may be withdrawn with 30 days’ notice, after which normal pricing applies.

5. Acceptable use

You may not use EspressoDesk to send unsolicited bulk email, to store payment card numbers or government identifiers in ticket bodies, to infringe intellectual property, or to attempt to access another tenant's data.

We may suspend a workspace that threatens platform stability, security or legal compliance, with notice where practicable.

6. Customer data and confidentiality

You own the tickets, contacts and knowledge base content you upload. We process it only to provide and support the service, as described in the Privacy Policy and the data processing terms referenced there.

Each party keeps the other's confidential information secret and uses it only for the purposes of this agreement.

The internal team chat is intended for short operational coordination. Messages are isolated per workspace and are deleted automatically 30 days after they are sent, so it must not be used as a record-keeping system.

7. AI features

Tone improvement, thread summaries and auto-drafted replies are generated by third-party language models. Output can be inaccurate; an agent must review any AI text before it is sent to a customer.

We do not use your ticket content to train third-party foundation models.

Each plan includes a monthly allowance of AI requests (Starter none, Pro and Scale 250 included). Every AI call counts. When the allowance is used up, AI features stop until the next cycle, until you buy an AI add-on, or until you connect your own model provider key; the rest of the helpdesk continues to work.

If you connect your own AI provider key, the requests are billed to you by that provider and are governed by your agreement with them.

8. Availability and support

We target 99.9% monthly availability, excluding scheduled maintenance announced in advance and events outside our reasonable control.

Support is provided in English and Spanish by email during business hours; Scale plans include priority response targets.

Planned maintenance windows and service notices are published in the in-app News section and, for material events, sent to account owners by email.

9. Warranties and liability

The service is provided on an "as is" basis to the maximum extent permitted by law. We disclaim implied warranties of merchantability and fitness for a particular purpose.

Neither party is liable for indirect or consequential loss. Our aggregate liability is limited to the fees you paid in the 12 months before the event giving rise to the claim.

10. Termination

You may cancel at any time; access continues until the end of the paid period. We may terminate for material breach that stays uncured for 14 days after notice.

After termination you can export your data for 30 days, after which it is deleted from live systems and purged from backups within 90 days.

11. Changes, law and contact

We may update these Terms and will post the new version here with a revised date; continued use after the effective date means acceptance.

These Terms are governed by the laws of Poland, with exclusive jurisdiction in the court competent for the seller’s registered seat in Swidnica, Poland, unless mandatory local law provides otherwise. Questions: support@getespressodesk.com.