A desk run by your provider
When a provider hosts your desk for you, they look after the parts that keep it running, and everything about how you work stays yours. Settings → Installation shows which is which: settings your provider looks after carry Managed by your provider and can't be changed there.
What your provider looks after
| What | Where you see it |
|---|---|
| The desk's address | Name and address: the public address and trusted proxies, shown read-only. Your own domain is set up with your provider. |
| File storage | File storage: attachments and logos are kept in your provider's storage, in a folder of the desk's own. |
| The licence | Licence: who it names, its plugins and staff users. Your provider applies a new key when your licence changes. |
| Updates | Settings → Updates: the version the desk runs and the release notes. Your provider updates the desk. |
What is yours
Everything else: the desk's name, email, incoming email, bot protection, policies, languages, brands, portals, sign-in, users, plugins within your licence, and every case.
Starting from your provider's defaults
A new desk can send and receive email and protect its forms at once, because your provider gives defaults for Email, Incoming email and Bot protection. Such a setting shows Provider's default.
- Use your own: enter your own Resend API key or SMTP server, reply domain or Turnstile keys and save. Yours is used from then on.
- Go back: Use the provider's default next to the setting, then Save.
While your provider's email is the one sending:
- Every email goes from the desk's own address (shown under Default sender), with your brands' sender names. Brands' own sender addresses are used once you send with your own Resend key or SMTP server.
- Your provider may limit how many emails the desk sends a day. Over the limit, email waits and goes out the next day; nothing is lost, and admins get an email saying so. Your own email has no such limit.
The first admin
A desk run by a provider has no setup wizard. When it first starts, the first admin gets an email invite: choose a password and set up two-factor authentication, as for any invite. If the invite expired, ask your provider for a new one. Then invite your team under Settings → Users.
What your provider sees
Your provider can see the desk's version, whether the first admin has joined, the licence, how many staff users are active, and whether the desk sends with its default email or your own. Each time they ask for an invite or set up the desk, it shows in the Audit log as the provider.