Helpdesk & Ticketing System

A support inbox that turns emails and form submissions into trackable tickets with assignment, SLAs, and a knowledge base. For teams that need organized support without per-agent SaaS pricing.

Typically bought by: Customer support teams, internal IT departments, property managers, and SaaS/e-commerce businesses handling recurring inquiries

Standard features — always included

• ✓Ticket creation from email and web form
• ✓Ticket queue with status, priority, and category
• ✓Agent assignment and internal notes
• ✓Canned responses and reply templates
• ✓SLA rules with due times and breach alerts
• ✓Customer-facing ticket portal with history
• ✓Knowledge base with categorized articles
• ✓Tags and saved filters
• ✓Automation rules (auto-assign, auto-categorize)
• ✓CSAT rating on ticket close
• ✓Reports (volume, first response, resolution time, agent load)
• ✓Role-based access for agents and admins

Popular custom additions

Quoted per feature in the configurator — typically $50–$300 each.

• +WhatsApp/Messenger/live-chat channel intake
• +Asset or order lookup inside the ticket view
• +Field-technician dispatch from tickets
• +AI-suggested replies from the knowledge base
• +Multi-brand portals from one backend
• +Escalation matrix specific to the org chart

Tech stack

Frontend

Next.js + Tailwind CSS

Backend

Node.js API with email ingestion worker

Database

PostgreSQL (Neon)

Integrations

Inbound/outbound email (IMAP/SendGrid), Slack/Teams alerts, WhatsApp Business API (optional), CRM/order system lookup