Support workspace for customers and staff

Keep every support conversation in context.

Bring requests, customer replies, and private staff notes together, so your team can see the next step.

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Tickets/HD-1042Search tickets

Can't export my invoice

Example ticket · web form · tag: billing
PriorityHigh
Request

The export button does nothing when I click it. I need the PDF before Friday.

Attachment: export-error.pngbilling
Status history
Created · Open
Moved to In progress
Marked Done
Conversation
Private note · staff onlyReproduced in Safari. Same cause as HD-1019.
Reply · visible to customerFixed. Please refresh and try the export again.
Waiting for first response.

All examples on this page are illustrative, not live customer data. Status changes here reveal sample notes and replies; nothing is saved or sent.

Web ticketsPrivate notesStatus and priorityKnowledge and search

One request, followed all the way to done.

The same ticket, from first message to a resolution the next person can learn from.

Request

A customer submits a ticket with a description, attachments, and tags.

TitleCan't export my invoice
Attachmentexport-error.png

Triage

Staff set status and priority so the queue shows what comes first.

StatusOpen → In progress
PriorityLow · Medium · High

Conversation

Replies go to the customer. Private notes stay with the team, clearly labelled.

ReplyVisible to customer
Private noteStaff only

Resolution

Mark the request done. Its status history and related-ticket links remain available for the next similar request.

StatusDone
RelatedHD-1019

Say it to the customer. Think out loud with the team.

Customer comments and private staff notes belong to the ticket. Clear labels distinguish the public conversation from internal context.

What the customer sees

DanaThe export button does nothing.
Reply · visible to customerFixed. Please refresh and try again.

What your team sees

DanaThe export button does nothing.
Private note · staff onlyReproduced in Safari. Same cause as HD-1019.
Reply · visible to customerFixed. Please refresh and try again.

Answers that outlive the ticket.

Write knowledge articles, sort them into categories, and search them when the next request looks familiar.

Search example: invoice export
Exporting an invoice as PDFCategory: Billing
Why an export button can fail in SafariCategory: Troubleshooting
Invoice statuses explainedCategory: Billing

Web tickets by default. Email when you connect it.

Web form

Customers submit and follow requests in the app.

Gmail

Connect and authorize an account to create tickets and send replies by email.

Outlook

Connect and authorize an account to create tickets and send replies by email.

Email channels require setup and authorization. Delivery depends on your mail account and its configuration.

Short answers.

Who is Helpdesk for?

Customers who submit and follow requests, and staff who triage, reply, and keep internal context.

Can customers see private notes?

No. Private notes are labelled and meant for staff only.

What else is included?

Notifications, dashboards, and staff chat support the ticket workflow.

Is the ticket above live?

No. It is a designed illustration and nothing is saved or sent.

Give the next conversation a clearer home.

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