Customer helpdesk

Name: Customer helpdesk by Makefield
Price: 149 USD

A shared inbox of customer issues with owners, priorities and status. Start from this plan, tell us what's different about your business, and we build it, test it and run it for you.

Start with this app Free preview, then $149/month

What it does

A simple helpdesk where the support team keeps a list of customers and tracks support tickets from opening to resolution. Agents create and update tickets, the support lead can also delete tickets, and a dashboard shows open tickets by priority and how many are waiting on the customer. Each ticket can be shared with its customer through a private link, where they follow its status and reply to the team.

Customers
Tickets with priority and status
Customers follow their ticket and reply by private link
Open tickets by priority

What it keeps track of

Customer

A person who contacts support, with their name, email address and company.

Name: Text
Email: Email
Company: Text

Ticket

A support request from a customer, with its subject, description, priority, status, assigned agent and the date it was opened.

Customer: Linked customer
Subject: Text
Customer email: Email
Description: Notes
Priority: One of: Low, Normal, High
Status: One of: New, Open, Waiting on customer, Solved
Assigned Agent: Text
Date Opened: Date

Who can do what

Admin: Manages user accounts and has full access to everything.Add and edit customers and tickets. Delete customers and tickets.
Support lead: Leads the support team: sees all customers and tickets, can create, update and delete tickets and customers.Add and edit customers and tickets. Delete customers and tickets.
Agent: Support agent: sees all customers and tickets, can create and update them, but cannot delete anything.Add and edit customers and tickets.

What happens automatically

Helpdesk dashboard
When a signed-in user opens the dashboard

Checked 8 ways before it goes live

Every scenario below is turned into an automated test. The app has to pass all of them, in a clean environment, before anyone signs in. Your changes get the same treatment.

Agent
Given the agent is signed in, when they create a Customer with Name 'Jane Doe', Email 'jane@example.com' and Company 'Acme', then 'Jane Doe' appears in the Customer list with email 'jane@example.com' and company 'Acme'.
Agent
Given the agent is on the new Customer form, when the agent tries to save a new Customer without an Email, then the form shows a validation error and no Customer is created.
Agent
Given a Customer 'Jane Doe' exists, when the agent creates a Ticket for 'Jane Doe' with Subject 'Cannot log in', Priority 'high', Status 'new', Assigned Agent 'Sam' and today's Date Opened, then the Ticket 'Cannot log in' appears in the Ticket list with Priority 'high' and Status 'new'.
Agent
Given a Ticket 'Cannot log in' with Status 'new' exists, when the agent edits it and changes Status to 'waiting_on_customer', then the Ticket list shows 'Cannot log in' with Status 'waiting_on_customer'.

Make it yours

This is the description the plan above was written from. Change it to match how your business works — or describe something else entirely.

“A simple helpdesk for our support team. Customers (name, email, company) and support tickets (customer, customer email, subject, description, priority low / normal / high, status new / open / waiting on customer / solved, assigned agent name, date opened). Agents create and update tickets; the support lead can delete tickets and see everything. Agents message the customer from the ticket; the customer gets a private link to see the ticket's subject, status, date opened and description, and to reply, which notifies the agents and the support lead. The dashboard shows open tickets by priority and how many are waiting on the customer.”

Start with this app