Customer guide

How OpDesk works — and how to get the best result

OpDesk is a repair desk for when your shop or site breaks. You connect access, pay for diagnosis, see what’s wrong, and — if you continue to repair — approve every change before it goes live. Nothing changes without your approval.

The flow in 5 steps

Same process for WooCommerce, custom PHP/Laravel, or a GitHub repo.

01
Open a case
Describe what broke in your own words and answer the intake questions (when it started, after an update, etc.). The more specific you are, the more accurate the diagnosis.
02
Connect access
For most sites: SFTP to the web root (e.g. public_html). Optionally SSH for server diagnostics. Agencies can connect a GitHub repo. We test the connection before continuing.
03
Pay for diagnosis (€19)
You get a report: likely cause, confidence, affected files, and whether automated repair is recommended. Nothing is applied to live at this stage.
04
Terms and repair payment (€70)
If diagnosis says yes, you accept the terms, pay for repair, and review the proposed file changes (diff) before approving.
05
Approve apply
Backup first, then apply to live, quick checks, and automatic rollback if something fails. You can also request a rollback within 30 days.

Where do I find the connection details?

These “keys” aren’t technical magic — your hosting company provides them. They are not the password you use for WordPress admin.

What you need (4 things)

Host (server address) — often like ftp.your-site.com
Username — for the FTP/SFTP account
Password — for that same FTP/SFTP account
Port — almost always 22 for a secure connection (SFTP). Leave 22 unless your host says otherwise.

If your hosting has cPanel (very common)

Log into your hosting panel (many hosts open cPanel).
Look for “FTP Accounts” or “SSH Access”.
Copy Host, Username, and Password. If no password is shown, click “Change password”, set a new one, and use it in OpDesk.
In OpDesk, after connecting, pick your site folder — usually public_html (or www / httpdocs).

Hostinger, Plesk, or another panel

Look for “FTP”, “SFTP”, “SSH”, or “File Manager”. The same four details appear there. If you can’t find them, use the ready-made message below to ask your host.

If you can’t find them — ask like this

Email your hosting provider or web designer. Ask only for FTP/SFTP access to the site files — not root and not the WordPress password.

Ready-made message to your host

Hi,

I need SFTP (or FTP) login details for my website so a third-party tool (OpDesk) can run a secure diagnosis.

Please send:
- Host / server
- Port (usually 22 for SFTP)
- Username
- Password
- Web root folder (usually public_html)

I do not need root or full admin SSH — only access to the site files.

Thank you.

Which folder is the right one?

After connecting you’ll see folders. Don’t stay in the home folder. Open public_html (or www / htdocs / httpdocs) — that’s where the shop files live. If OpDesk detects WordPress, it will mark it as suggested.

Is it safe?

Credentials are encrypted. We never change anything live without your approval. You can delete the connection anytime from your dashboard.

Go to site connection

Pay attention here — for the best result on your site

These points make the difference between a fast, accurate diagnosis and a case that stalls or goes out of scope.

Pick the correct web-root folder (often public_html / www / httpdocs). The wrong path means diagnosis sees the wrong files.
Describe the symptom, not only “it doesn’t work”: e.g. “checkout fails after payment”, “white screen after updating plugin X”.
Say what changed before it broke: WooCommerce/plugin/theme update, hosting change, new plugin, edits to functions.php.
Give the exact URL of the broken page (checkout, cart, a specific product) — it helps a lot.
For SFTP/SSH use a user scoped to the site — not root. If you only have root, prefer a restricted account.
If we ask follow-up questions (needs info), answer with concrete details — diagnosis then re-runs on a better basis.
Before approving repair, read the diff: which files change. If something looks off-topic, don’t approve — clarify or open a new case.
Keep your own full hosting backup when you can. OpDesk backs up the files it touches before apply — it does not replace a full host backup.

Access: what to choose

The protocol depends on the problem — they are not the same.

SFTP — The primary choice for file diagnosis and repair. Prefer it almost always for WooCommerce / PHP.
SSH — Optional for hosting diagnostics (disk, PHP, resources). No open shell. File changes still use SFTP on the same host.
GitHub — For agencies with a repo. Repair is proposed as a git patch, with approval before anything is merged.

What diagnosis means

The report explains the likely cause and whether we can proceed with automated repair. Confidence shows how sure the diagnosis is, based on your details and the snapshot. If it’s out of scope (redesign, migration, new site), we say so clearly — you don’t pay for repair blindly. If facts are missing, we ask questions instead of guessing.

What OpDesk does not cover

Full redesign or a brand-new site
Migration to another platform
New features / custom product development
Closed SaaS with no file or git access (Shopify, Webflow, etc.)

Pricing at a glance

Diagnosis €19. Diagnosis + Repair €89 (with backup, approval before live, checks, and rollback for up to 30 days). You only pay for repair when it makes sense after diagnosis.

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