Switch on when you need it

Support Desk

Tickets, a help center and live chat, all against the customers you already have.

“A customer emailed about a leak on Tuesday and nobody knows who answered.”

Instead of: A separate help desk and a help-page website

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Support Desk gives every customer question one home. Mail sent to your support address becomes a ticket on the customer's own record, replies thread back from the same place, and nothing falls between inboxes. Set response targets that respect your opening hours, publish answers to a help center on your own web address, and answer visitors live from the same queue.

What you get

Tickets on the customer's own record, with queues, priorities, owners and tags
Mail to your support address becomes a ticket, and replies thread back to the customer
Internal notes kept apart from what the customer sees, plus merge and split
Saved replies that fill in the answer and set status, priority, queue and owner at once
Response and resolution targets that pause outside your opening hours, with warnings before a target is missed
A help center on your own web address, with categories, search and was-this-helpful votes
A private link where a customer can read their ticket and reply without an account
Live chat for your website that turns a conversation into a ticket
Reports on first response, resolution and load per queue and per person

Who tends to switch this on

Anyone selling something with an afterlife: installs, warranties, subscriptions, managed services
Service teams juggling a shared mailbox and losing track of who replied
Owners who want response promises they can actually measure

Plays itself · about a minute

Support Desk

A customer's problem sits in one person's inbox, and nobody else knows it was ever said.

Follows Bramblewood Grounds Co. through 5 steps. Nothing to fill in.

What appears in your menu

The new screens, the day you switch it on

My queue — The tickets waiting on you, oldest worry first.
All tickets — Every ticket in the workspace, with filters and bulk actions.
Queues — Teams that own tickets, and how new ones are shared out.
Saved replies — Answers you send often, which can also set status and owner.
Help center — Write an answer once and publish it for customers to find.
Live chat — Answer visitors on your website; a chat becomes a ticket.
Reports — How fast you answer, how fast you finish and where the load sits.
Settings — Support addresses, opening hours, response targets and the customer view.

New things you can report on

Added to your report builder automatically

Tickets
First response times
Help center articles

Available to your other systems

Another system can read these with one of your workspace keys

tickets
ticket_messages
queues
articles

Goes well with

People who switch on Support Desk usually switch these on too.

Projects & Workflow

Projects, tasks and kanban boards with dependencies that actually enforce order.

Instead of: A separate project tool with its own copy of your customers

Ratings & Surveys

Ask every customer how it went, and see the answers next to the deal.

Instead of: A review tool and a survey tool

Site Builder

Block-based websites on your domain, with forms that land in the CRM.

Instead of: A website builder subscription and a form service

Report Builder

Pick a category, a subcategory and the fields you want. Save it. Export it.

Instead of: Exporting everything to a spreadsheet to answer one question

Don't see what you need? We build custom options and integrations.

Custom options and programming are available. Describe your needs in your own words and we will be in contact within one business day.

Describe What You Need

See Support Desk with your own work in it.

Add it to your setup and see the total, or tell us how your business runs and we will show you this part doing it.

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