Helpdesk & Customer Support Tickets

What it is

A helpdesk app for B2B support teams that want every customer question answered on time, with a calm queue that shows what needs a look first. Handle tickets with SLA timers, macros, internal notes, satisfaction surveys and a knowledge base.

Who it's for

• B2B software companies with a support team
• Support leads who track SLAs and agent load
• Agents who answer customers by email, web form, chat and phone
• Teams moving off a shared inbox

What you can do

• See open tickets, tickets that need a look, response and resolution medians, SLA met and satisfaction on the overview
• Work from queues such as Needs a look, My tickets, Unassigned, Pending and Breached
• Reply in a conversation view with public replies and internal notes
• Apply macros that fill the reply and set status and priority in one click
• Follow SLA policies by priority, with at risk and breached states
• Send a satisfaction survey when a ticket is solved
• Publish knowledge base articles and get suggestions in the ticket view
• Track volume, SLA and agent performance in reports

App features

How it works

A new ticket gets an SLA from its priority and is assigned to an online agent of the group. The agent replies or adds internal notes; the first public reply sets the first response time.

Pending tickets wait on the customer and reopen when the customer replies.

Solved tickets send a satisfaction survey and close after 4 days.

How to set up this template

1. 1
   Click Use App

   Create your Jestor account and install Helpdesk & Customer Support Tickets. It works on desktop and mobile.

2. 2
   A new ticket gets an SLA from its priority and is assigned to

   A new ticket gets an SLA from its priority and is assigned to an online agent of the group.

3. 3
   The agent replies or adds internal notes; the first public

   The agent replies or adds internal notes; the first public reply sets the first response time.

4. 4
   Pending tickets wait on the customer and reopen when the

   Pending tickets wait on the customer and reopen when the customer replies.

Integrations and customization

Works on desktop and mobile. SLA policies, groups, staff and business hours can be changed without code, and you can add fields, tables and automations to fit your support process.

• Adjust fields, categories, statuses and rules without code.
• Add screens, reports and automations as the operation needs them.

And that's just the start: you can edit any part of this template and go much further just by asking Jestor's AI. Describe what you need, like a new field, automation, report or integration, and the AI builds or adjusts it for you, no code required.

Frequently asked questions