The requester
An address to reply to, even without a client record.
Every request becomes a conversation, followed through to the end
A message left on your website opens a ticket. Your reply goes out by email, and response time is measured without counting the time you spend waiting for the client.
Included in every plan, along with the other modules.
A support queue shows who is handling each request and how long the client has been waiting. Every exchange stays in the ticket’s history.
From a request to its satisfaction rating
The screen changes with each step. Pick a step to see it again.
What the module does
Internal notes
Visible to the team only, and marked as such.
Response times by priority
Counted in handling time, with an alert when something is late.
Work views
Open, unassigned, mine, overdue, closed.
Saved replies
Ready-made text that can also change the ticket’s column or priority.
Satisfaction
A question after resolution, turned off by default.
Connected to the rest of Puwapi
What you enter here is used elsewhere, with no retyping.
- ClientsIf the requester has a record, their tickets appear on it.
- ProjectsA queue is a project, with its own columns.
- FormsA public form can open a ticket.
- AssistantIt drafts a description, and you read it over.
By planStarterBusinessScale
Users110Unlimited
AI actions per month1001,0005,000
Data exportLimitedYesYes
The module is included in all three plans.See all plans
Questions about support
Can I have several queues?
Yes, one per topic or per team: support, orders, partners. Each has its own columns and response times.
Can the client see my internal notes?
No. An internal note is never sent by email, and on screen it looks different from a reply to the client.
How are response times set?
By priority, in the queue settings. The clock stops when the ticket is waiting for a reply from the client.
Try the Support module with the rest of Puwapi
Fourteen days with your whole team and every module. No credit card required.
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