Helpdesk & Ticketing — helpdesk software with SLA management

Run any number of desks — IT, HR requests, customer support — each with its own fields, SLAs, tags and teams. AI triages and drafts replies; customers reply through magic links without accounts; confidential desks stay invisible to non-members.

What you get

• Multiple desks with per-desk custom fields and workflows
• SLA policies with business-hours timers and breach alerts
• AI triage: category, priority and reply drafts grounded in your knowledge base
• Public portal + email magic links — no login needed for requesters
• CSAT surveys and satisfaction analytics
• Confidential desks with membership-based visibility
• Knowledge base with AI-assisted answers

What each role gets

• Helpdesk agent — Works the ticket queue day to day — replies, internal notes, priority and tag changes — with AI that auto-triages every new ticket and drafts suggested replies pulled straight from your knowledge base and past resolutions. Agents can also file a ticket on a colleague's or a customer's behalf, handing external requesters a secure one-time link so they can follow along without an account. Everything stays scoped to the desks they're rostered on, and confidential desks — an HR queue, for example — stay invisible to every other agent.
• Helpdesk manager — Configures the desks your teams work from — SLA policies with per-priority overrides, custom fields, the tag catalogue, and the knowledge base — and can work, reassign, or cancel any ticket across every desk, not just their own roster. The Home dashboard rolls up open-ticket counts, SLA breach counts, and 90-day CSAT so problems surface before they escalate. Managers also own knowledge-base publishing, taking an agent's draft article live for the whole team.
• Employee — Every employee gets a built-in support channel, reachable from any page on any tenant, to search a knowledge base, file a request by category and urgency, and track it through to resolution. Replying to a resolved ticket automatically reopens it, and a quick star rating closes the loop once it's done. It's a company-wide safety net that works identically for every role, with nothing extra to set up or license.
• Tenant admin — Owns the platform-wide picture: sees every support ticket employees across the company have filed, and controls the module's feature switches — AI triage, AI-drafted replies, public ticket links for external requesters, and CSAT collection. Admins inherit every desk-configuration and ticket-working capability a helpdesk manager has, plus the tenant-wide oversight view that ties it all together.

Part of one platform

Helpdesk & Ticketing is one of 30+ modules sharing the same login, the same people, the same customers and the same AI copilot — see all modules or how Tarleaks ERP compares to Odoo, ERPNext and Zoho.