Customer support

Help desk software that knows the whole customer story

Give customers a branded portal to submit requests, give your team queues with priorities and SLA timers, and ask for a satisfaction score when each ticket is resolved. Tickets sit on the same contact record as invoices, calls and messages, so nobody answers blind.

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In short

Help Desk in SaaSVisionary: Tickets, SLAs and CSAT on the same record as each customer. It is part of one platform that combines CRM, business phone, AI receptionist, messaging, automation and payments for small businesses and agencies. The help desk is included on the Team plan and above. Every plan includes unlimited contacts and a 14-day free trial.

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0Customer accounts needed to submit a ticket

0Per-agent seat fees

5Messaging channels in the shared inbox

14-dayFree trial on every plan

Why it matters

A shared mailbox can't tell you what is overdue

When support runs through a shared inbox, there is no owner, no priority and no due date on a request. Old messages are only found by scrolling. Customers can't check progress, so they email again and create duplicate threads. And because support history lives apart from sales, the account manager walks into a renewal call without knowing about last week's complaints.

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What you get with Help Desk

Branded ticket portal

Customers submit requests through a public portal with your branding. No sign-up, no password and nothing to forget.

Secure status links

Each ticket gets its own private link, so the customer can check progress and read your replies at any time.

Queues, priorities and SLAs

Route tickets into queues, set priorities, assign an owner and track an SLA due time on every request.

CSAT on resolution

When a ticket is closed, the requester is asked for a satisfaction score and comment, stored on the ticket, the agent and the customer.

Full customer context

See the customer's payments, appointments, calls and conversation history right beside the ticket you are working on.

Shared inbox for conversations

SMS, email, WhatsApp, Messenger and Instagram messages are threaded per contact in one inbox, alongside your ticket queues.

Live chat with AI handoff

Embed a branded chat widget, let AI handle routine questions and take over with the full visitor context whenever needed.

Support-driven automations

Use workflows to create follow-up tasks, tag accounts, alert a manager or text the customer based on ticket activity.

How it works

Up and running in 4 steps

01
Brand your portal
Add your logo and colors to the help desk portal and link to it from your website, emails and invoices.
02
Set up queues and priorities
Create queues for areas such as billing or technical issues, define priorities and decide your SLA targets.
03
Work tickets with context
Agents pick up tickets, see the customer's full history and reply on the ticket so the customer can follow along.
04
Close the loop with CSAT
Resolve the ticket, collect a satisfaction score and review scores by agent and customer to improve over time.

Support that the rest of the business can see

Say Northgate IT Services manages computers for 60 small offices. A client submits a ticket about a failed backup. The technician sees the client's contract invoice and last three calls on the same screen, and the account manager spots the open ticket before next week's renewal meeting.

Tickets appear on the contact's activity timeline
Workflows can notify account owners about urgent tickets
CSAT scores stay attached to the customer record

Clear about how replies reach customers

Replies are posted to the ticket's secure status link, and your team gets push notifications on new activity. Emailing replies directly to the requester is not available yet, so customers read responses through their link. If threaded email replies are essential for your team today, keep that in mind.

Status link included in the confirmation the customer sees
Push notifications keep agents up to date
Conversation channels like SMS and email remain in the shared inbox

Plans & availability

The help desk is included on the Team plan and above. Team includes 10 seats and Unlimited includes unlimited seats, all working the same queues with no per-agent charge. Every plan includes a 14-day free trial.

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FAQ

Help Desk: frequently asked questions

What is help desk software?

Help desk software organizes customer requests as tickets, each with an owner, a priority and a status, so nothing gets lost the way it can in a shared inbox. SaaSVisionary adds a branded submission portal, SLA due times and satisfaction surveys, and connects every ticket to the customer's CRM record.

Which SaaSVisionary plan includes the help desk?

The help desk is available on the Team plan and the Unlimited plan. It is priced as part of the plan rather than per agent: Team includes 10 seats and Unlimited includes unlimited seats. Start a 14-day free trial on the Team or Unlimited plan to try it before paying.

Do customers need an account to submit a ticket?

No. Customers submit requests through your branded public portal without creating an account or password. Each ticket comes with a secure status link that lets them check progress and read replies, which cuts down on follow-up emails asking for updates.

Are ticket replies emailed to the customer?

Not yet. Replies appear on the ticket's secure status link and your team receives push notifications, but automatic email delivery of replies is not built. Customers follow their status link to read your responses. If threaded email replies are a requirement, you may want to wait for that feature.

How is the help desk different from the shared inbox?

The shared inbox handles conversations across SMS, email, WhatsApp, Messenger and Instagram, threaded per contact. Use the help desk for issues that must be assigned to someone, ranked by urgency, tracked against a deadline and closed out properly. Many teams use both, and both are tied to the same contact record.

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