Support · one queue, with evidence
“Resolved” is the least informative word in support software.
It tells you the ticket is closed. It does not tell you what fixed it, whether the same thing will fix the next one, or whether anybody tried three other things first and never wrote them down.
So closing a ticket here requires saying what worked — and then the next person gets told how often it has worked before.
- No resolution without a recorded fix
- Success rates across similar tickets
- A reopened ticket retracts its own article
- 1Cleared the cached mappingdidn't work
- 2Re-ran the import with verbose outputpartial
- 3Rebuilt the index after the schema changeworked
Three answers a competitor does not have
The questions that separate a queue from an institution that learns.
Each of these is answerable here, and each is a page you can read before you ever speak to us.
Arriving
Email that threads, and a form that lies to bots.
An emailed reply lands on the ticket it belongs to — matched on the reply headers first, then on a subject with the reply prefixes stripped in several languages, and that second path logs itself as a guess rather than pretending to be certain.
The behaviour worth the page: a customer replying to a ticket that was waiting on them moves it back into progress automatically. No agent has to notice.
A public form gives a bot a plausible fake ticket number and a success response, so probing cannot distinguish acceptance from rejection. A double submission inside a few minutes is one ticket. And a signature that is supplied but wrong is refused even where unsigned submissions are allowed — somebody who meant to sign and got it wrong should not be quietly trusted.
- The sender is resolved to a customer —
Pulling their account through, so an emailed ticket lands on the right company without a human step.
- Tickets link six ways, with a cycle check —
Before a blocking edge is created it walks forward from the other end to see whether it already reaches back.
- Root cause cannot be deleted once resolved —
The record of why it happened outlives the urge to tidy it away.
The clock
Deadlines are set when the ticket arrives, and a late answer is handled honestly.
The service level cascades four ways — explicitly set, then a per-customer override, then the queue's, then any active one — so a ticket almost never has none.
A warning fires at three-quarters of the way, once, and never on a ticket that has already breached. A late first response is recorded as exactly that — the breach, and an entry saying the response arrived after it — with a flag specifically so the overnight watcher does not then alarm somebody who already answered.
The whole module
Every capability, with a page that names the screen.
Written after reading how each one actually behaves — which is why each page tells you what it refuses to do as plainly as what it does.
A ticket belongs to a customer you already know.
Which is the thing a standalone helpdesk cannot do — it knows the email address, and nothing about the relationship behind it.
Sales CRM
The account a ticket belongs to is the account the deal was won on, so a renewal conversation can see what the quarter actually felt like.
ExploreCustomer success
Open tickets and their severity are a signal in the health score, alongside usage, invoices and survey responses.
ExploreKnowledge base
A resolved ticket becomes a searchable document, and a curator promoting it makes it outrank raw material immediately.
ExploreServices delivery
A ticket can point at the project it concerns, so a delivery lead sees support load against the work they are running.
ExploreQuestions that decide it
Including the ones about what is not here.
›Is there a customer portal?
No — and this is the boundary to know. A customer's routes in are email and a public form. There is no logged-in place for them to see their own tickets. If a self-service portal is a requirement, this does not have one today.
›Are there macros or canned replies?
No, anywhere in the product. Agents type, or paste from the knowledge base.
›Is there a satisfaction survey on a ticket?
Not wired to tickets. Survey machinery is real and ships — it is scoped to customer accounts in the success module and feeds the health score. Asking after a specific ticket is not something you can do today.
›Does it assign tickets automatically?
No. A queue can record a strategy and nothing reads it — assignment is a person's act. Round-robin exists in the product, for sales leads.
›Can tickets be reported on?
Only through the four numbers on the dashboard. Tickets are not one of the report builder's subjects, and there is no time tracking on a ticket.
›Are business hours configurable?
Not yet — the working window is fixed, with no holiday calendar. Worth knowing if your service levels are contractual.
Book a demo
Bring a ticket you resolved last month.
The last one takes a minute and is the whole argument for the loop.
- Try to resolve one without recording what worked
- Open a similar ticket and read the success rates
- Let one breach and watch who it routes to
- Reopen a resolved one and check its article leaves search