Support that knows who’s asking.

Support tickets on a board

Tickets move through pipeline stages you set, so the board reads like your process: new, in progress, waiting on customer, resolved. Each ticket has a priority, a category, an owner, a due date, the client it belongs to, and the contact’s email and phone. Resolved and closed times are recorded. Your own fields can be added to tickets when you need to track more, and the assignee is notified when a ticket is given to them.

• Stages, priorities and categories you define
• Owner and due date on every ticket
• Open-tickets and tickets-by-priority dashboard tiles
• Comments with @mentions, notes and files (from Growth)

Website live chat on every plan

The live-chat widget is included from Support Starter. Choose its colour, position, title and theme; set business hours in your time zone and an offline message for the rest. A pre-chat form can ask for a name, email or phone. Agents see the visitor’s current page, page history, location, device and campaign while they chat, and visitors can rate a resolved chat from 1 to 5.

• Offline messages outside business hours
• File upload with limits you choose
• Runs only on the website addresses you allow

Ticketing system with WhatsApp and email

From Support Growth, the shared inbox brings in WhatsApp Business, Instagram, Messenger, Telegram and email beside website chat, with quick replies and email sorting rules. Tickets and conversations live in the same workspace and point at the same client. Turning a chat into a ticket is a manual step today: the agent opens the ticket for the client and works it on the board. Saved replies keep answers consistent across agents, and your sorting rules put support email in its own category so it isn’t buried under newsletters.

• Quick replies and message templates
• Email sorting rules that set support email apart
• WhatsApp broadcasts on Support Business

Jobs inside a ticket

Some requests need several people: a technician, someone in accounts, a supplier call. On Support Business, a ticket can hold jobs, each with its own assignee, estimated and actual hours and due date, so a complex case is tracked as parts without losing the single ticket the customer knows about. The hours recorded on each job show where support time really goes, which helps when you price service contracts or plan staffing.

• Assignee per job
• Estimated and actual hours
• Due date per job

What Support Desk does not do (as of October 2026)

No SLA policies or timers, no automatic ticket creation from email or chat, no automatic assignment of conversations, and no satisfaction survey on tickets (live chat has its own rating). If those are must-haves today, tell us before you buy. If priorities, due dates, website chat and one platform shared with sales and service matter more, Support Desk is built for you, and it grows with the rest of the business instead of becoming another system to connect.