A helpdesk that lives with your customer records.
A standalone helpdesk knows the email address. This one knows the invoice they are asking about, the project it relates to, the contract that covers it and what they have already paid. Self-hosted helpdesk with email piping, SLA clocks and a customer portal, on your own server so support conversations never leave it.
| Ref | Subject | Customer | Priority | SLA |
|---|---|---|---|---|
| TK-4482 | Invoice 0417 does not match the delivery note | Kestrel Manufacturing | Urgent | Breach in 40m |
| TK-4481 | Cannot add a second warehouse | Bluepoint Interiors | High | 3h 12m |
| TK-4479 | Request: export payroll to CSV | Arcadia Foods Ltd | Normal | 1d 4h |
| TK-4477 | Portal login for new finance manager | Northgate Logistics | Normal | 2d 1h |
| TK-4470 | Quarterly usage review | Halden and Reeve LLP | Low | Met |
The parts you will use daily.
Email piping
Point a mailbox at it and every reply threads onto the right ticket. Attachments, quoted history and multiple mailboxes per department.
SLA clocks
Response and resolution targets by priority, customer or department, counted only during your business hours and holidays.
Departments
Route by mailbox, by keyword in the subject or body, or by the customer. Each department has its own agents, statuses and SLA.
Canned replies
Predefined answers with merge fields, plus knowledge base article suggestions as the agent types.
Private notes
Internal discussion on a ticket that the customer can never see, with mentions that notify the person named.
Ticket to task
Turn a ticket into a project task in one click, keeping the link both ways so the customer sees progress.
| Capability | Detail |
|---|---|
| Channels | Email, customer portal, public web form, manual entry, and the REST API |
| Business hours | Per department, with a holiday calendar that pauses the clock |
| Statuses | Configurable per department, colour coded, with open and closed semantics |
| Knowledge base | Public and internal articles, helpfulness voting, search, multi-language |
| Attachments | Inline in replies, virus-scan hook, size limits per role |
| Reporting | Volume, first response, resolution time, SLA compliance, satisfaction |
Support that can see the money.
When an agent opens a ticket they see the customer's open invoices, overdue balance, active contract, current projects and past tickets in the same view. That is the difference between asking a customer to explain their situation again and already knowing it. It also means a support conversation can raise a credit note or a billable task without leaving the ticket.
- Satisfaction rating collected on close, reported by agent and by department
- Ticket merging, splitting and reopening, with the full history preserved
- Auto-assignment by round robin, by load, or by keyword in the message
- Escalation rules that notify a manager before a target is missed, not after
About this module.
Does email piping need a special mail server?
No. Standard IMAP over SSL, which every cPanel mailbox supports, polled by the same one-minute cron that runs everything else. OAuth2 for Google Workspace and Microsoft 365 is supported if your provider requires it rather than an app password.
What stops a mail loop?
Several things: auto-reply headers are detected and ignored, replies from your own outbound addresses are dropped, a per-sender rate limit catches runaway senders, and identical messages arriving within a short window are deduplicated rather than threaded.
Can customers see their tickets without an account?
They can reply by email without any account at all, which is how most people prefer it. For the portal, each contact gets a login with permissions you control, and they see only their own organisation's tickets.
Is there live chat?
Yes, and it works on shared hosting in refresh mode, updating every few seconds. True instant delivery needs a persistent websocket process, which shared hosting cannot run. The Module Manager tells you which mode your server supports before you switch it on.
What this module talks to.
Nothing here is a separate product with an integration between it and the rest. These four share the same records.
Try it with your own data.
Fourteen days, the complete suite, unlimited users, on your own hosting. No card required.