Helpdesk

Helpdesk. One team inbox for every customer email.

A helpdesk and shared inbox for businesses of any size. Your team answers customer emails from one place, and everyone sees who has each one.

No seat fees. Unlimited teammates.

A print shop's shared inbox of customer emails, each with its status, priority, the teammate answering it and the customer who wrote

Helpdesk

See who is answering what

Give each customer email to a teammate, or to a whole team. The name shows in the inbox and on the email, so nobody replies twice.

One customer email open in the Helpdesk: a private note passing it to a teammate, her reply, the customer's answer and the details beside them, with the teammate it is assigned to

A teammate or a team

Assign an email to one person, or to one or more teams, and change it any time.

An Unclaimed tab

One click shows the emails nobody has picked up yet.

Tags to sort by

Add tags such as onboarding or quote and find them again later.

Helpdesk

Reply, set the status, keep private notes

Answer the customer in the email thread. Tick "Internal note" and the same box saves a note only your team can read, such as a check you made or a question for a colleague.

The Helpdesk reply box with a private note typed and Internal note ticked, beside the email's status, priority and the teammate it is assigned to

Private notes

Your customer never sees a note, and it never goes out as an email.

Status and priority

Mark each email open, pending or closed, and set how urgent it is.

The whole history in one place

Every reply and note stays in the thread, in order, so a new teammate can pick it up.

Helpdesk

Saved replies for the questions you hear most

Write an answer once and use it again in two clicks. Pick a saved reply while you write, change a word or two, and send.

The Helpdesk reply box with the list of saved replies open: holiday hours, quote follow-up, files you asked for and how long a job takes

A shortcut for each

Give a saved reply a short word, such as /hours, to find it fast.

Shared by the team

Everyone uses the same wording, so customers get the same answer from every teammate.

Edit before you send

A saved reply is a start. Change it to fit the customer.

Helpdesk

Set how fast each customer email gets an answer

Choose a first-reply time and a finish time for every priority, then see which emails are close to running late. The clock can count only the hours you are open.

The Helpdesk response-time targets for a print shop: hours to first reply and to finish for every email, and for urgent, high, normal and low ones

A target for each priority

Urgent emails can get a one-hour reply while normal ones get four.

Your business hours

Set your weekly schedule, your holidays and your time zone, and the clock waits while you are closed.

See what is running late

Emails close to their deadline stand out, so you pick them up first.

Helpdesk

Use your own address, or start with one we host

Connect the address your customers already write to, or start the same day with an address we set up for you. Each address gets its own inbox.

Setting up an inbox in the Helpdesk: Gmail, an address WebNesting hosts, an address of your own or another provider, with a preview of what customers will see

Gmail or your own mail server

Connect Gmail in one click, or any other provider by IMAP.

An address we host

There is no DNS to set up. Customers write to an address we give you.

One inbox per address

Keep sales and support apart, each with its own team and replies.

Helpdesk

Publish a help center on your website

Write the answers you give again and again as guides, and publish them on your own site. Customers find the answer first, so your team gets fewer of the same email.

A print shop's help center in its website's Knowledge Base list: a top guide with six published guides under it, such as how an order works and which files the shop can print from

Guides on your own site

Each guide has its own address, so search engines and customers can find it.

Sorted under a top guide

Group guides under headings and keep them in the order you choose.

Written in the same editor

Guides use the editor you already use for your pages. Keep one a draft until it is ready.

A helpdesk that works with your other tools

From a website form to a finished task

A customer email can start on your website and end as a task. The two stay linked, so the answer is never lost.

  1. A customer asks

    Helpdesk

    A form on your site lands in the inbox

    A form on your website can start a customer email, with the contact filled in. A teammate picks it up and everyone sees who has it.

    • The form adds the contact too
    • Emails to your own address arrive the same way
    A print shop's shared inbox of customer emails with their status, priority and who is answering

  2. The work needs doing

    Tasks

    Turn the email into a task

    Create a task from any customer email. It keeps a link to the email, so the person doing the work can read what the customer asked.

    • Give it a due date and a teammate
    • See every linked task under the email
    A customer email in the Helpdesk with two linked tasks under it, each with its project, status, priority, teammate and due date

Your whole team

Your whole team is included, with no per-seat charges

Add every person who helps with customer emails. Roles decide who can see and change what, and nobody costs extra.

FAQ

Helpdesk questions

What is a helpdesk?

A helpdesk, often called a ticketing system, is software that collects your customers' emails in one place, so a team can answer them together. Each email has an owner, a status and a priority, and the whole conversation stays in one thread.

How is a helpdesk different from a shared mailbox?

A shared mailbox shows everyone the same messages. It cannot tell you who is answering, what is waiting or how long it has waited. A helpdesk gives each email an owner, a status, a priority, private notes and response-time targets.

What should I set up first?

Connect the address your customers write to, add your teammates, and write three saved replies for the questions you hear most. Add response-time targets once you see how many emails come in.

How do I measure how well we answer?

Set a first-reply time and a finish time for each priority. The inbox shows which emails are close to running late, and the clock can count only your business hours.

Can a small team use it?

Yes. A team of two works well: one inbox, a name on every email and saved replies you both use. There are no seat fees, so a third teammate costs nothing extra.

Answer your customers as a team

One shared inbox for every customer email, with Marketing, Tasks and a website when you need them. Your whole team is included.