FAQ — CyberDesk IT & Cybersecurity Help Desk

Question 1

What is CyberDesk and who is it for?

Accepted Answer

CyberDesk is a remote IT and cybersecurity help desk built for individuals, small businesses, and organizations that need expert tech support without the overhead of an in-house IT team. Whether you're dealing with a virus, a slow computer, a hacked account, or a network issue — we've got you covered.

Question 2

How do I get started?

Accepted Answer

Simply submit a support ticket through our Submit a Ticket page. Describe your issue, choose a category and priority level, and we'll respond promptly. For faster service, you can also book a live remote session directly on our Book a Session page.

Question 3

What are your hours of operation?

Accepted Answer

We offer support Monday through Friday, 8 AM – 6 PM Mountain Time. Critical and emergency tickets are monitored outside business hours. Book a session to lock in a specific time slot that works for you.

Question 4

How do I track my support ticket?

Accepted Answer

After submitting a ticket you'll receive a confirmation email with your unique CDK-##### ticket ID and a direct tracking link. You can also visit our Track My Ticket page at any time and enter your ticket ID or email address to see the current status.

Question 5

What do the ticket statuses mean?

Accepted Answer

Open means your ticket has been received and is in the queue. In Progress means a technician is actively working on it. Waiting on You means we need more information from you to proceed — check your email. Resolved means the issue has been fixed and the ticket is closed.

Question 6

Can I update or add information to an existing ticket?

Accepted Answer

Yes. Reply to the confirmation email you received when you submitted the ticket and your message will be added to the thread. Alternatively, submit a new ticket and reference your existing CDK-##### ID in the message.

Question 7

How does a remote support session work?

Accepted Answer

After booking a session, you'll receive a confirmation with instructions. At your scheduled time, a technician will send you a secure remote access link. You grant temporary access, we diagnose and fix the issue live, and you can watch everything we do on your screen. You can revoke access at any time.

Question 8

Is remote access safe?

Accepted Answer

Yes. We use industry-standard encrypted remote access tools. The session is temporary — access is only active while you're connected and you can end it instantly. We never store credentials or retain access after the session ends.

Question 9

What if my issue can't be fixed remotely?

Accepted Answer

Most issues can be resolved remotely. In the rare case that hands-on service is required, we'll let you know upfront and recommend next steps. You won't be charged for a session we can't complete.

Question 10

I think I've been hacked. What should I do?

Accepted Answer

Don't panic. Immediately change passwords for your most critical accounts (email, banking) from a different, trusted device. Enable two-factor authentication where possible. Then submit a Critical priority ticket or book an emergency session and we'll walk you through a full incident response.

Question 11

Do you offer security audits for small businesses?

Accepted Answer

Yes. Our Security Audit service covers network vulnerability scanning, password policy review, phishing risk assessment, and a written report with prioritized recommendations. See our Services page for details and pricing.

Question 12

How can I protect myself from phishing emails?

Accepted Answer

Always verify the sender's actual email address (not just the display name). Never click links in unexpected emails — go directly to the website instead. Look for urgency, spelling errors, and requests for sensitive information. When in doubt, call the organization directly. We cover this and more in our Knowledge Base.

Question 13

How does pricing work?

Accepted Answer

We offer flat-rate service packages so you always know what you're paying upfront — no surprise hourly bills. Visit our Services page to see all plans and pricing. We also offer 20% discounts for medical professionals, military, and law enforcement — use codes MEDICAL20, MILITARY20, or LEO20 at checkout.

Question 14

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards through our secure GoDaddy Payments checkout. Payment is processed at the time of booking or service purchase.

Question 15

What is your refund policy?

Accepted Answer

If we're unable to resolve your issue, you won't be charged. For sessions that were completed, refund requests are reviewed on a case-by-case basis. Contact us within 7 days of service and we'll make it right.

Frequently asked questions

General

Tickets & Tracking

Remote Sessions

Cybersecurity

Billing & Pricing

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