Reference

Easy Helpdesk: Help When You Need It

The Easy Helpdesk on guru365 is your direct line for account queries, wallet issues and anything that needs a quick fix. Whether you're sorting a bKash deposit or checking a withdrawal status, the helpdesk routes your request to the right team without the runaround.

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guru365 Easy Helpdesk: Help When You Need It

How We Run the Easy Helpdesk

The helpdesk is built around account accuracy and fast resolution — not scripted replies. Here's what keeps it consistent.

Verified Wallet Checks

Every bKash, Nagad and Rocket query is cross-checked against your account transaction log before the team responds, so you get an answer based on actual data, not assumptions.

KYC Document Handling

Documents submitted through the helpdesk are processed through an encrypted upload path. Your ID and address proof are reviewed by the verification team, not stored in open chat logs.

Ticket Tracking

Each helpdesk submission generates a unique reference. You can check the status from your account dashboard at any time — no need to re-explain your issue to a different agent.

Escalation Path

If a first-response agent can't resolve your query, the helpdesk has a clear escalation route to senior account staff. Complex withdrawal or wallet-mismatch cases go there automatically.

How to Reach the Helpdesk

Three clear paths get your issue in front of the right person. Pick the one that fits your situation.

Live Chat Open the chat widget from any page on guru365. Describe your issue — wallet, account or verification — and an agent picks it up directly. No queue number needed, just your account details ready.
Helpdesk Ticket Submit a written request through the Easy Helpdesk form. Attach a screenshot if your bKash or Nagad transaction isn't reflecting. You'll receive a ticket reference to track the status.
Email Support For detailed account or KYC queries, email the support address listed in your account dashboard. Include your registered mobile number and the helpdesk team responds with next steps.
guru365 What the Easy Helpdesk Covers

What the Easy Helpdesk Covers

The Easy Helpdesk handles the full range of account-level requests — from KYC document submission to Nagad and Rocket wallet confirmations. Submit a query through the helpdesk portal and you'll get a reference number straight away so you can track progress. For players in Dhaka and across Bangladesh, the helpdesk is accessible directly from the mobile browser without needing to download anything

extra. Wallet-linked issues, such as a pending Rocket transfer or a bKash amount not reflecting, are flagged to the payments team through the same helpdesk flow. Account login problems, including OTP delays, are also handled here — you don't need to contact separate departments.

Easy Helpdesk Terms Explained

Quick definitions for the terms you'll come across when using the helpdesk.

What is a helpdesk ticket?

A helpdesk ticket is a logged record of your support request. It carries a unique reference number so both you and the support team can track the status and history of your query.

What does KYC mean in the helpdesk context?

KYC stands for Know Your Customer. It refers to the identity verification step where you submit documents — such as a national ID — so the account team can confirm your details before processing withdrawals.

What is a ticket reference number?

A ticket reference number is a unique code assigned when you submit a helpdesk request. Use it to check your query status in the account dashboard without needing to resubmit or re-explain the issue.

What is an escalation in helpdesk terms?

Escalation means your query has been passed to a senior support agent or specialist team. This happens when the first-response agent needs additional authority or expertise to resolve your account issue.

What does 'pending verification' mean on a helpdesk ticket?

Pending verification means the support team has received your query but is waiting on a document check or wallet confirmation before they can update your account or release a transaction.

What is a wallet query?

A wallet query is a helpdesk request specifically about a bKash, Nagad or Rocket transaction — for example, a deposit that hasn't reflected or a withdrawal amount that appears incorrect on your account.

Your Easy Helpdesk Questions Answered

Real questions about how the helpdesk works and what to expect when you raise a request.

Go to the support section from any page, choose Easy Helpdesk, and fill in the short form. Select the category — wallet, account, or verification — attach any relevant screenshot, and submit. You'll get a ticket reference immediately.

Response times vary by query type. Wallet queries tied to bKash or Nagad transactions are typically prioritised. Once you have a ticket reference, you can check the current status from your account dashboard at any time.

Yes. Select 'wallet query' when submitting your helpdesk ticket and specify that it's a Rocket withdrawal. Include the transaction reference from your Rocket app so the payments team can match it to your account record.

Submit a helpdesk ticket under the wallet category. Include the bKash transaction ID and the amount sent. The team checks your account transaction log against the bKash record and updates you through the ticket.

Yes. If you're locked out or not receiving your OTP, raise a ticket under the account access category. The helpdesk team verifies your registered mobile number and walks you through the recovery steps directly.

Yes. Log into your guru365 account and go to the helpdesk section. Your open and resolved tickets are listed there with their current status, so you can follow progress without needing to send a follow-up message.
Reference

Easy HelpDesk

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Access may be available only where local law permits.

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