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Every request tracked, timed and answered.

Calls, voicemails, emails and web forms become tickets on their own. Two SLA clocks keep every one on time, and customers follow progress from a link — no login needed.

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  • Tickets from calls, voicemail and email
  • SLA policies with escalation
  • CSAT survey when a ticket is resolved
Tickets28 open · 3 at risk
TICKETSUBJECTSLA
T-4821No internet since morningFrom call · Tanvir H.At risk 00:18
T-4820Invoice correctionFrom email · Sadia I.On track
T-4819Router replacementFrom voicemail · UnassignedNew
T-4816Change of addressFrom web form · Waiting on customerPaused
T-4807Password resetFrom call · Emre Y.Resolved
SLA clocks follow office hours and skip holidays
SLA clocks per ticket: first response and resolution
2
escalation levels when a target is breached
10
ways in: call, voicemail, email, web form, API or by hand
6
for customers to follow, reply to and rate a ticket
No login
What’s in the helpdesk

Everything your team needs to close tickets on time.

Tickets sit on the same client record as calls and deals, so nobody asks the customer to repeat themselves.

  • Tickets from anywhere

    One click from a call, call-back or voicemail — or automatically from email, web forms and the API.

  • SLA policies

    Response and resolution targets per priority, with branch overrides, office hours and holidays.

  • Escalations

    On breach: notify, reassign, raise priority or add watchers — up to 10 levels deep.

  • Auto-assignment

    A ticket from a call goes to that agent, then the category owner, then round robin or fewest open.

  • Built-in automations

    Auto-close, client nudges, duplicate flags, missed-call follow-ups and tickets from voicemail.

  • Incidents

    Link every ticket from an outage to one incident and reply to all affected customers at once.

  • Merge & duplicates

    Likely duplicates are flagged by client, phone or email. Merge up to 20 tickets into one.

  • Saved views & bulk actions

    Personal or shared views, and assign, prioritise, tag or close up to 2,000 tickets at once.

  • Reply templates

    Templates for email and ticket replies with variables like client name, ticket ID and SLA.

  • Customer link & CSAT

    A secret link to see status, reply and rate — with 1–5 stars or sad, okay and happy faces.

  • Collision detection

    See who else is viewing or replying, so two agents never answer the same ticket.

  • Full-text search

    Search ticket numbers, subjects, client details and replies — partial phone numbers and Bangla too.

How a ticket flows

From first contact to a happy customer.

  1. ARRIVES01A request comes inA call, voicemail, email, web form or API request.
  2. ASSIGNED02The right person gets itBy call, category owner, round robin or fewest open.
  3. TIMED03Two SLA clocks startWarnings before the target, escalations after it.
  4. ANSWERED04Reply by email or linkThe customer follows along without logging in.
  5. RESOLVED05CSAT goes outThe rating lands in your SLA and CSAT reports.
SLA policies

Response targets your team can actually see.

Every ticket carries a first-response and a resolution clock that follow your branch’s office hours and skip holidays. Statuses such as “Waiting on customer” pause the clock. Warnings arrive before a target, and escalations act on their own after it.

  • One policy per priority
  • Branch-specific overrides
  • Pause while waiting on the customer
  • SLA report by team or agent
SLA policy · High priorityAll branches
TARGETS
First response30 min
Resolution8 h
Warn at time used75%
ON BREACH
Notify team lead
Raise priority to Urgent
Reassign toTier 2 support
Escalation levels3
Tickets that start as calls

One click from a call, call-back or voicemail opens a ticket.

The caller and the recording are attached, and the ticket goes to the agent who took the call.

See the PBX
Automations

The routine work, handled for you.

Switch on the automations you need: tickets from voicemail with the recording inside, follow-ups for missed calls, a nudge to customers who have gone quiet, flags for likely duplicates and auto-close for resolved tickets.

  • Ticket from voicemail
  • Missed-call follow-up
  • Client nudge after N days
  • Auto-close resolved tickets
Ticket automationsSaved automatically
ASSIGNMENT
Ticket from a call goes to that agent
Then category owner, then round robin
FOLLOW-UP
Create ticket from voicemail
Missed call → call-back task
Flag possible duplicates · 24 h
Nudge client after 3 days waiting
Close resolved tickets after 7 days
Incidents

One outage. One reply to everyone affected.

When something breaks for many customers, link their tickets to one incident. New tickets from the affected area or category link themselves, and a single incident reply reaches every linked ticket and customer email at once.

  • Link many tickets to one incident
  • Auto-link by area or category
  • One reply to every customer
  • Stops each first-response clock
INC-031 · Fibre cut, SadarOPEN
Linked tickets42
Auto-linked35
Customers updated42
T-4830No internet · SadarFrom callLinked
T-4829Slow connectionFrom emailLinked
T-4826Line down since 9 amFrom voicemailLinked
Replies & customer view

Answer by email. Keep notes to yourselves.

Connect your mailbox and emails become tickets, replies go out from your own address and stay threaded, and a customer reply reopens a resolved ticket. Internal notes with @mentions stay inside the team — the customer’s link never shows them.

  • Your own mailbox (IMAP/SMTP)
  • Threaded replies & auto-acknowledgement
  • Internal notes with @mentions
  • Customer link with reply & rating
Ticket T-4821High · From call
Farzana Yasminfarzana@example.com · +880 1912-330145In progress
Ticket opened from call · 09:12
Still no internet since this morning. The router lights are red.Farzana · 09:40
@Rafiq can you check the Sadar node? Looks like INC-031.Internal note · 09:44
Thanks Farzana — it’s a fibre cut in your area. A team is on site, we expect service back by 3 pm.Tanvir · 09:51
Resolved · CSAT 5 of 5 · 15:20
Reply to client or add an internal note…Send
Who it’s for

For every team that owes a customer an answer.

  • ISPs & service providers

    Outages without the chaos

    Incidents gather every affected ticket and update all those customers with one reply.

  • Support teams

    Calls and emails in one queue

    Phone, voicemail and email requests land as tickets with SLA clocks already running.

  • Online shops

    Delivery and order questions

    Every “where is my order?” becomes a tracked ticket with a link the customer can check.

  • Multi-branch teams

    Each branch on its own hours

    SLA clocks follow each branch’s office hours, with branch-specific policy overrides.

Works with
Questions

Helpdesk questions.

Something not covered here? Ask our team.

Yes. Connect your mailbox and new emails become tickets. Replies go out from your own address with threading, an acknowledgement can be sent automatically, and a customer reply reopens a resolved ticket.

Answer every customer on time.

Start a trial, connect your mailbox and set your first SLA policy in minutes.

Get startedTalk to us