Tickets
Helpdesk runs your customer support: your customers, their tickets and every reply, in one place.
Support questions from customers, and the replies sent to them by mail.
Try it
Contacts, Customers, Tickets
Try it freeWhat it does for you
You answer from one board instead of an inbox, a spreadsheet and sticky notes. With a team, the manager assigns the tickets, and each person in Support works their own and picks up the unassigned ones.
A customer writes to you by email, and the email becomes a ticket on its own. You can add a ticket by hand too. An AI agent checks every new ticket first: it sets the category, from billing to bugs, and on a ticket that came by mail the priority, and writes one line on why. You reply in the ticket's comments, and the customer gets your reply by mail. When they answer the mail, the answer lands on the same ticket and opens it again, so nobody has to copy anything from an inbox. The board shows where every ticket stands: open, waiting for the customer, solved or closed. When you mark a ticket solved, the customer gets an email that says so, and nobody waits wondering whether their problem was fixed.
- With a team, a refund waits for the manager's approval, and an urgent ticket of a key account goes to the manager at once and waits in their inbox until the customer has an answer.
- Every reply and every answer stays with its ticket, beside the notes your team writes for itself. Each person in Support sees their own tickets, the unassigned ones and the tickets of the customers they look after. A customer sees only their own tickets, and on them the replies sent to them, never your notes.
Make it yours
Your business is not quite like any other. Ask the assistant for what is missing, in your own words: a new step, an email, a list, a rule. Every change is shown before it happens, and any change can be undone.
Add a due date to tickets: a day after they are opened for urgent ones, three days for the rest.Assign each new ticket from Copperfield Offices to Leila.Mail me when a ticket needs the owner.
Add-ons that change it
Each of these adds one more thing to your base. Tick the ones you want when you create your base, and add or remove them later in Settings, Modules.
Staff
Contacts who work for the business: their job, their place and their team.