Tickets arrive from email, a widget on your site, the customer portal, a voice note or the API, and land in one queue your team can work. The desk sits in the same system as the customer's deals and invoices.
Every support conversation starts cold when the help desk is a separate app. Here the agent answering the ticket sees the same account, deals and invoices the sales team sees.
Filter by status, priority, channel, assignee, SLA state, satisfaction and date. Save any combination as a named, pinnable view, and act on many tickets at once.
Quoted history is stripped, attachments carry over, and the customer's reply comes back to the same ticket instead of opening a new one. Agents can reply straight from their own email with a signed one-time link, no login needed.
Set a response and resolution target per priority, against your own business-hours calendar and holidays, and every ticket is stamped with its deadlines. The desk warns at 50% and 75% of the window, flags the breach when it passes, and escalates. Weekends and out-of-hours do not count against you.
New, open, pending customer, pending internal, resolved and closed. Public replies and private internal notes share one thread, with a toggle deciding what the customer sees.
Ordered rules match on priority, channel, category, customer or tag, then route by round-robin, least-loaded, skill, a named person or a queue, with out-of-office delegation.
Canned replies that also set status, priority and tags in one click. Merge duplicates with a field picker that chooses which ticket's values survive. Work unassigned tickets one card at a time.
Categories, drafts, and public or internal articles, with a public help centre. Article suggestions in the reply composer record which article answered a ticket.
Tickets are categorized, priority-scored and spam-filtered as they arrive. Agents get a thread summary, a drafted reply, a re-classification and a tone rewrite when they ask for one.
A resolved ticket triggers a one-click 1 to 5 rating with an optional comment, and managers get a satisfaction dashboard.
Daily volume, response, resolution and satisfaction trends, a per-agent table, and a scan every four hours that flags unusual volume, backlog or a shift in sentiment.
A customer portal with magic-link sign-in, where your customers follow their tickets and read your knowledge-base articles.
Slack and Teams alerts for tickets and SLA breaches, plus outbound webhooks to Zapier, n8n or your own endpoint. Business-hours calendars take several working windows per day and holidays, per timezone.
A ticket picks up its SLA deadline within about five minutes of arriving, and the deadline is always measured from the moment the customer raised it. Ticket numbering runs per business, the reopen window is yours to set, and every ticket keeps a full audit trail.
Help Desk is a module you switch on when you need it. The Field Service module includes it.
Per month, for the whole team, excluding 15% GST. See every plan and module.
Every module is switched on during the trial, so you can try the whole desk on real tickets.
We would like to count which pages people read, using Google Analytics. It tells us nothing about who you are, and the site works exactly the same if you say no.What we collect