Every support request, answered on time.
Tickets from your website and portal, queues for your team, and response targets that respect your business hours.
Sample ticket. Internal notes are never shown to the customer.
Easy for customers to reach you.
Response targets that are fair to your team.
Set first-response and resolution targets by priority or category. The clock follows your business hours and stops while you’re waiting on the customer.
| Priority | First reply | Resolved |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 2 hours | 1 day |
| Normal | 4 hours | 3 days |
| Low | 1 day | 5 days |
- Queues and ownersTickets land in the right queue, and a queue can hand new tickets to a default person.
- A clear status every timeNew, open, waiting on the customer, a supplier or someone inside, in progress, resolved, closed or reopened.
- The whole conversation keptReplies and internal notes stay on the ticket, so anyone can pick it up where it was left.
- Duplicates mergedTwo tickets about the same thing become one, with the history kept.
- Reports that show the truthVolume, response and resolution times, and how often targets were met, by person, category and priority.
The whole story, next to the ticket.
- Customer
- Invoice
- Order
- Booking
- Subscription
- Equipment
- Support that pays for itselfOut-of-warranty work? Turn the ticket into a quote or invoice, with the customer’s approval. See billing.
- Warranty questions answered fastLook up the item’s serial number and warranty right away. See serial numbers.
Questions owners ask
How do customers log a support request?
They use the support widget on your website, where they can attach screenshots and files. Your team can also log a ticket for a request that came in by phone.
Can customers check on their tickets?
Yes. They sign in with a one-time code sent to their email and see all their tickets and replies.
Do response targets count weekends and after hours?
No. Targets follow your business hours, and the clock pauses while a ticket is waiting on the customer.
Can my team leave notes the customer doesn't see?
Yes. Internal notes sit in the same ticket as the replies, but are never shown to the customer.
Can I charge for support work?
Yes. Turn the ticket into a quote or invoice, with the customer's approval, and it flows into billing like any other.
Can I see how my team is doing?
Yes. Reports show ticket volume, response and resolution times, and how often targets were met, by person, category and priority.
Tidy up your support inbox.
Get a demo account and explore the support desk with sample data, at your own pace.