Direct request
Work starts right away. The ticket moves through the usual statuses (“Open”, “In progress”, “Closed”) with no approval step in between.
Feature
A helpdesk ticketing system that knows which project each request belongs to.
Every support request has a status, an owner and a time estimate, and it links to the client’s project and invoice, without switching tools.
Six statuses, not fifteen.
- Open
- In progress
- On hold
- Urgent
- Awaiting client reply
- Closed
“Awaiting client reply” exists because half of all requests stall while waiting for an answer from the client, and without a status of their own they look like your delay.
Straight to work, or an estimate first.
Two flows, not one you are forced into. Which one a request follows is set when it is created.
Estimate-first request
The request goes to “Awaiting estimate” first, then to “Awaiting client approval”. Work doesn’t start until the client approves, and no employee can skip that step in the system.
The client sees the estimate from their side and can only approve or reject it; no other status change is open to them at this step.
Two things run in the background, with no manual work.
- Time per task
- Every task can carry an estimated time. The system automatically compares the estimate with the time logged, and works out how much is left and how far it ran over, per task and in total for the whole ticket.
- Email matching
- An email in the same thread as a message that already belongs to a ticket is matched automatically with 95% confidence. Without a thread, the email subject is compared with the titles of the same client’s open tickets, and a match is suggested only above 50% similarity.
One timer per person, not ten forgotten ones.
Time on a ticket isn’t logged after the fact from memory. It runs live, on the specific task.
One active at a time
Starting a new timer automatically stops any other timer of the same user, so two tickets never count time at once.
An alert at 6 hours
A timer that runs for more than six hours straight notifies the employee, so a forgotten timer doesn’t stay silent.
Deducted from the contract
On a billable ticket with a contract of hours, the time is deducted from the balance automatically, and the balance is recalculated from scratch every day.
Nobody copies emails into the ticket by hand.
A high-confidence email is attached automatically as a comment on the right ticket, cleaned of old replies, signatures and unsafe HTML, with a check so the same message is never attached twice. A medium-confidence email goes to a review queue, where someone on the team confirms or rejects it in one click, and that choice is recorded so the confidence threshold improves over time.
Clients see their ticket, instead of sending the same email again.
- CC list per ticket
- The client adds or removes extra email addresses that should be kept informed about a specific ticket. Your own employees’ addresses are filtered out of the list automatically.
- Reopen with a comment
- A closed ticket doesn’t need a brand-new request. The client reopens it simply by commenting on it.
- Breakdown per task
- The client sees each individual task of the ticket with its own logged time, not just the total at the end.
Ticketing FAQ.
Can I ask for an estimate before you take on the work?
Yes. A request marked “estimate first” goes to “Awaiting estimate” and then to “Awaiting client approval”. Work doesn’t start until it is approved, and the team can’t skip that step.
Can a client change the status of a ticket?
At one point only: when the ticket is waiting for their approval, they can approve or reject it. No other status change is open to a client, but they can reopen a closed ticket simply by commenting on it.
Are client emails linked to the right ticket automatically?
Yes, with a confidence score. An email in the same thread as a message that already belongs to a ticket is matched automatically; without a thread, the email subject is compared with the titles of that client’s open tickets.
What happens if someone leaves a timer running?
If a timer runs for more than six hours straight, the system notifies the employee automatically, so it doesn’t keep silently counting time that isn’t real work.
Is the logged time deducted from the client’s support contract?
When the ticket is billable and linked to a contract of hours, yes. The contract balance updates automatically whenever time is added, corrected or deleted.
Next step
Let’s design your CRM.
30 minutes. We show you the platform, listen to how your team works, and send a tailored proposal within a few days.