Support desk
Support that is measured, not guessed
A queue with a response clock that measures your service, not your customers.
An SLA clock that stops for the right reasons
The timer runs only while a ticket is genuinely waiting on you, so your numbers measure your service rather than your customers.
Business hours that are yours
Set your working days and hours. A ticket opened on Saturday night does not burn your Monday morning target.
Auto-close that never closes live work
Stalled tickets close after a window you set and never touch one that is open or in progress. Reopening keeps the same thread.
Merge duplicates
Two tickets about one problem become one thread, with nothing lost.
Deflect before you answer
A knowledge base, announcements, a status page and tawk.to live chat cut the volume that needs a ticket.
Questions
Support desk, in detail
Does the clock count time waiting on the customer?
No. It runs only while the ticket is waiting on your team, which is the only version of the metric that is fair to measure staff on.
Can clients open tickets by email?
Tickets are opened from the client portal, and replies are delivered by email with the thread kept intact in the portal.
Is the knowledge base public?
Yes, deliberately. Public articles are indexable, so your support content earns search traffic instead of sitting behind a login.
Related capabilities
Try support desk on your own server
Free up to 25 clients, with the full billing engine.