Seat Sweep support
Contact us
Use the Hexloom Labs support page for our email address, and put “Seat Sweep” in the subject. We read every message and reply by email. We aim to answer within two business days.
What to send
- Your Freshservice address (for example
acme.freshservice.com). - What you expected and what you saw. Copy any message from the app word for word.
- For a wrong agent in the report: the agent’s name, and the last activity and login dates shown in their Freshservice profile.
Never send your API key. We will never ask for it. If you pasted it into an email by mistake, reset it in Freshservice under Profile settings.
Setup messages and what to do
| Message | What to do |
|---|---|
| Enter the full address of your Freshservice account, for example acme.freshservice.com. | Type only the address, with no https:// and no path, ending in freshservice.com. |
| Freshservice rejected the API key. Check that it belongs to an admin. | Copy the key again from Profile settings, Your API Key, while signed in as an admin. |
| Freshservice did not recognise that address. Check the account address. | Compare the address with the one in your browser when you use Freshservice. |
| Freshservice is rate limiting this account. Try again in a few minutes. | Freshservice caps how many requests an account can make in a short time. Wait a few minutes, then open the report again. The daily check retries on its own. |
| Could not reach Freshservice (status ...) | Send us the status number in the message and the time it happened. |
Things to know
- Seat Sweep is read-only. It never deactivates or edits an agent.
- It reads up to 5,000 agents per run, and does not count occasional or deactivated agents.
- The monthly digest ticket is created the first time the daily check runs in a month and finds none for that month.
- Freshworks handles billing. For invoices and cancellations, use your Freshworks account.
See also the overview and the privacy policy.