Questions we get asked before every purchase.

Any business with three or more customer-facing people, or any business that has ever lost an enquiry when somebody was on leave. It is used by hosting companies, IT firms, e-commerce businesses, manufacturers, schools, clinics, property companies and professional practices.

If you have one person answering customers and the volume is low, a shared mailbox is genuinely fine and you should keep it. If you need hundreds of agent seats across several continents, the large global platforms are a better fit and we will say so.

A customer request turned into an object the organisation can manage: it has a number, an owner, a state, a category, a deadline and a permanent history. An email cannot be assigned, prioritised, escalated or reported on. A ticket can.

Email belongs to a person; a ticket belongs to the company. With email, history lives in one inbox, nobody knows who is replying, and enquiries silently disappear. With tickets, every message attaches to the customer record, responsibility is explicit, and nothing closes without being resolved.

Yes. Our own support desk runs on it, and the demo is the real application rather than a mock-up.

Yes. Any authorised staff member can open the ticket and read every previous message, note and attachment before replying, so the customer never repeats themselves. Internal notes let staff discuss the case privately inside the same ticket.

Managers see open, pending, overdue and escalated tickets across every department, plus response times, resolution times, workload per employee and satisfaction ratings — without asking anyone for a status report.

Yes. Internal notes are visible to staff only and never to the customer, and they stay attached to the ticket permanently.

Any ticket can be reassigned to another staff member, group or department at any time. The transfer is recorded on the timeline so accountability is never lost.

Yes. All messages, notes and attachments move into the surviving ticket in date order, and anyone following the old number is redirected.

It reopens automatically, returns to the queue with its full history, and the assigned agent is notified.

Yes, and they are marked as staff-created so your channel reporting stays accurate.

Yes. Rules can escalate on time elapsed, priority, category or SLA breach — notifying a lead or reassigning automatically.

Yes. The client portal shows every ticket they have raised, the complete thread, all attachments, and lets them reply or reopen a closed ticket.

No. They can submit without one and an account is created for them, so they can track it afterwards if they choose.

Yes — invoices, screenshots, logs and photographs, from both the portal and by email. Uploads are type-checked, size-limited and scanned before storage.

Yes, with a one-click rating on resolution. Negative ratings can automatically open a ticket for a team lead.

Yes — your logo, colours, sender name, support address and your own domain or subdomain.

Yes. The entire application is responsive; customers and staff both use it in a normal mobile browser.

Yes, as many as you need — each with its own staff, incoming email address, business hours and service targets. Tickets route between them automatically or by hand.

Yes. Roles set the broad shape and granular permissions control individual actions such as deleting tickets, viewing reports, exporting data or seeing other departments.

Yes, per category — so a returns ticket can require an order number while a technical ticket does not.

Yes. Statuses, priorities, categories and colour labels are all configurable from the admin panel.

Yes. Most customers use a subdomain such as support.yourcompany.com; a dedicated domain works equally well.

A working desk takes an afternoon. We do it with you, and the Setup Checklist verifies each step rather than relying on self-reporting.

No. We host, configure, secure and back up the installation. If you prefer to self-host on your own server, that is supported and documented.

Yes. We import customers, companies and open tickets. We usually advise leaving closed historical tickets in the old system as an archive rather than importing years of stale threads.

Yes — incoming mail becomes tickets, replies thread back onto the same ticket, and outgoing mail is sent from your own address via authenticated SMTP.

Live chat is included from the Basic plan. The widget can answer from your knowledge base first, with staff taking over at any moment, and offline messages become tickets.

Two-way WhatsApp is included from the Growth plan. You supply a WhatsApp Business API number, and inbound messages become tickets on the customer record alongside their email.

Yes, on status changes and replies, from the Growth plan.

Yes — a documented HTTP API for creating and reading tickets and customers, plus webhooks that fire on create, reply and status change. Tokens are scoped per integration.

Yes, OAuth-based single sign-on is available, alongside two-factor authentication.

Yes, with your own Claude or OpenAI key so usage runs on your account and your data. Capabilities are individually switchable: draft replies, chat answers from your knowledge base, thread summaries, and intent, sentiment and language detection.

Passwords are hashed, sessions are hardened, all database access is parameterised, output is escaped, uploads are scanned and every administrative action is written to an audit log. Two-factor authentication and role-based permissions are built in.

In your own MySQL database, on your installation. Hosting can be in India or with your own provider, and the whole database exports in one click.

Only where we host the installation and only for support and maintenance. On a self-hosted installation, we have no access at all.

Yes — every administrative action with the account, timestamp and IP address, retained for review.

Yes. An allow-list of addresses and ranges can be enforced on administrative screens, in addition to passwords and two-factor.

Yes. Public visitors can log in and browse every screen, but every write operation is blocked at the server layer rather than merely hidden in the interface. We can authorise your IP address for a temporary full-access demonstration.

Yes — automated database and file backups on every managed plan, with retention and restore handled by us.

You receive a full export of the database and uploaded files. There is no lock-in and no hostage situation.

Plans run from $10 to $125 a month, billed yearly. Starter is $10 for two staff users; Scale is $125 for unlimited staff. Hosting, webspace, database, updates, backups and unlimited tickets are included on every plan.

No. Pricing is per desk, so adding a colleague costs nothing until you cross a plan boundary.

Yes, on every plan, along with the webspace and database.

Yes, on every plan.

The live demo is open to everyone with no signup. For a trial on your own data, request a demo and we will set one up.

Setup assistance is included on every plan. Dedicated installation guidance and priority setup come with the higher plans.

Yes. Custom fields, categories, statuses, priorities, email templates, automation rules and branding are all configurable from the admin panel. Deeper customisation is available as a paid engagement.

Email support on all plans, priority support from Growth, and a named account manager on Scale. Support hours are Monday to Saturday, 10:00–19:00 IST.