Everything support and engineering need, in one product
A help desk your agents enjoy and an issue tracker your engineers will use, connected where it matters: the ticket that found the bug and the issue that fixes it.
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Every conversation, one queue
Email and help-center requests land in the same list, threaded and searchable, with everything an agent needs on one screen.
Email in and out
Forward your support address; replies thread back onto the right ticket and keep their attachments.
Public replies and internal notes
Talk to the customer and to each other on the same ticket, clearly apart.
Live updates
Lists and tickets update as colleagues work, and you see when someone else is on the same ticket.
Macros
Shared replies with placeholders fill the composer, ready to adjust before sending.
Tags, teams and custom fields
Shape tickets to your business and route them to the right people.
Saved views and search
Filter by anything, save the view as a link, and search every word of every message.
Bulk actions, merge and spam
Tidy the queue in a few clicks without losing a conversation.
Notifications
In the app and by email, with preferences each member sets.
Keyboard shortcuts
Move through the queue, open, select and reply without the mouse; press ? to see them all.
SLAs
Response times you can promise
Targets that count only the hours you are open, in your time zone, and that behave sensibly when a ticket waits on the customer.
Business hours and holidays
Weekly hours and holiday dates in your workspace's time zone, correct across daylight-saving changes.
Policies by priority
First-response and resolution targets, matched to each ticket by its priority.
Pauses that make sense
Resolution time stops while you wait on the customer and starts again when they reply.
Warnings and breaches
Badges and countdowns on every ticket, a warning before time runs out, and an escalation when it does.
Automations
Rules that do the routing
Triggers, conditions and actions you can test before they touch a real ticket.
Event and time triggers
Run when a ticket is created or changes, or when it has been quiet for too long.
Round-robin assignment
Spread new tickets evenly across a team.
Dry runs
See which recent tickets a rule would have matched before you switch it on.
Run log
Every run is recorded with what it changed, so a surprise is easy to trace.
Webhooks
Send events to your own systems, signed so you can verify them and retried when your side is down.
Help center
A knowledge base and a customer portal
Answer the common questions once, and give customers one place to follow their requests.
Knowledge base
A rich editor with drafts, versions and categories, published under your workspace.
Search and search engines
Customers search your articles, and every article has a clean, indexable page.
Passwordless portal
Customers sign in with a one-time link to see and reply to their own requests, and nothing else.
Smart request form
Your custom fields, plus article suggestions while the customer types.
Your look
Your own headline and accent colour on the help center.
Your own domain
Serve the help center at support.yourcompany.com, with the certificate handled for you (Business).
Issue tracker
Engineering work, linked to the customers who need it
A real issue tracker in the same product, so a bug report never has to be copied from one tool to another.
Projects and workflows
Statuses grouped into to do, in progress and done, per project, each with an optional WIP limit the board warns about.
Board, backlog and sprints
Drag issues across a kanban board and plan the next sprint from the backlog.
Epics and burndown
Group work under epics and watch a sprint burn down from daily snapshots.
Ticket links
Link any ticket to an issue; support sees the issue's status on the ticket.
“Shipped” notices
When the issue is done, every linked ticket gets a note, so its agent can tell the customer.
Reports and CSAT
Know how support is doing
The numbers that matter, in your time zone, without exporting to a spreadsheet first.
Satisfaction surveys
Customers rate a solved ticket straight from the email, and can change their mind.
Dashboard
Volume, first-response and resolution medians, SLA compliance, backlog age and workload.
Per-agent scores
See satisfaction for each agent as well as the whole team.
Date ranges and CSV
Pick the period that matters and take the numbers with you.
API
Built to connect
Tickets, contacts and issues, reachable from your own code on Pro and Business.
REST API
Tickets, messages, contacts and issues, plus published knowledge-base articles to read, with an OpenAPI reference.
API keys
Scoped keys per workspace, with daily limits that match your plan.
Webhook endpoints
Manage endpoints and read the delivery log of every event sent.
Administration
Control over your workspace
Roles, sign-in rules and your data, under your control.
Roles
Owners, admins, agents and viewers; viewers can read without taking a paid seat.
Two-factor sign-in
Authenticator apps and backup codes, and on paid plans a rule that every member uses it.
Sign in your way
Password, an email link, or your Google, Microsoft or GitHub account.
Exports and erasure
Export the whole workspace or one customer, and erase a contact when they ask.
Per-seat billing
Upgrade or cancel yourself; seats follow your team, with invoices from Stripe.
Answer faster. Ship the fix. Tell everyone who asked.
Every new workspace gets 14 days of Business, with no card needed. Keep the Free plan afterwards, or pick a paid plan when you are ready.