- Unified Inbox
- Ticket Management
- Multi-Brand Support
- Automation & Tools
- Users & Organisations
- Self-Service Support
- Feedback & Reports
- Plugins & Integrations
SupportPal automatically converts support requests from various support channels into tickets and presents them all in a single grid. Filters can be applied to list tickets with certain details or features, and tickets can be given tags.
WebUsers can submit tickets through the web interface, where you can define custom fields that the user may need or wish to fill out.
APIUtilise the API to open and reply to tickets through code. The comprehensive REST API will let you easily use the help desk functionality in your other software.
A dynamic interface for operatorsWe understand that customer support should be quick and efficient. Most actions only require a couple of clicks and can be performed without needing to reload the page, speeding up your workflow.
Work together as a team effectivelyStaff can easily communicate with each other via private ticket notes and internal messages. Operators will be able to track which tickets are being viewed and responded to by others, as well as assigning tickets to the right department and team members.
Collect data, efficiently and securelyUse ticket custom fields to collect additional information which may be relevant or required. Sensitive data, such as passwords, can be encrypted. The data can also be purged automatically once the ticket has closed, if it is no longer required.
Enforce response timesWith service level agreement (SLA) plans, you can define first response and resolution times for tickets. Ticket due times are automatically calculated based on your business hours, or can be manually set if no SLA plan applies. Due times can be paused or removed as needed.
Many brands, a single backendIf you have multiple companies or brands, each can be configured in a single SupportPal installation. This simplifies access and management for staff by bringing all support requests into a single place.
Licenses come with one brand by default, additional brands must be purchased separately.
A frontend for each brandEach brand can have its own personalised support portal, with a customisable logo and template, and comes with a unique self-service area. Your users won't know that the brands are connected together.
Operator and department permissionsOperators can be assigned to specific brands, making it easy to control who can access what. Departments and custom fields can also be assigned to brands, so each support portal can be tailored to fit the needs of the given brand.
Personalised emails & ticket signaturesCreate personalised email templates for each brand, allowing you to include information pertaining to that brand only. Operators can also create context-specific ticket signatures, so a different signature can be used for each brand when replying.
Automation & Tools
Automated handling of overdue ticketsEscalation rules can be set up on SLA plans to handle tickets that are or will become overdue soon. For example, you may want to assign a specific member of staff or add an automated response.
Follow up with users easilyOften you may need to follow up with a user at a later date. Ticket follow ups enable you to schedule actions that should automatically occur on a ticket at some point in the future.
Simplify common actions with macrosIf there are a set of actions that are commonly used on your tickets, they can be grouped together in a macro to simplify the process. Macros can be applied manually in the ticket view with a single click or automatically if the ticket matches the conditions set.
Efficiently respond to similar queriesOften users will ask similar questions or make the same requests. Canned responses enable you to store common ticket replies and access them when responding to future tickets. They can be private to yourself or made available to all staff.
Users & Organisations
Manage users within one organisationYour users may often be different people within the same organisation. Create and manage organisations, allowing you to keep contact details and notes for the particular organisation. Organisations can also be directly managed by your users themselves.
Permissions within organisationsOrganisations have two access levels: managers and users. Managers can view and reply to tickets opened by all in the organisation, whereas users can only view their own tickets. Managers can manage the users in the organisation.
Quick access to support historyAccess the tickets submitted in the past by individual users and whole organisations, through any support channel. It can be useful in aiding with future support requests.
Group related users togetherYou may have users who fall under a certain category. SupportPal lets you group them together, allowing you to set a specific SLA plan for that user group or build mailing lists.
Content rich articlesSupportPal allows you to create content rich self-service articles. For example, you may wish to embed video or images to better illustrate how to resolve a problem.
Customisable self-service typesCreate and modify self-service sections as you require, with two view types available. Hierarchical, used for content spread over several categories such as a knowledgebase. List, used for time-dependent content such as announcements.
Let users comment on your contentA multi-level user commenting system exists for all self-service content. Comments can be moderated for approval before being displayed publicly on your help desk frontend.
Feedback & Reports
Collect insightful feedback from usersIt's important to know how your users feel about your service. Design your own feedback forms to send to users on tickets of your selection. Collect and analyse the feedback with our customer satisfaction view.
Powerful AnalyticsThe help desk data is used to generate useful reports. You can find out more about how your help desk is performing overall, how well individual members of team are operating and more details about your users. Our reports framework means you can easily build your own reports too.
Make the help desk your ownOur interface templating system allows you to integrate the help desk around your web site design. Easily adjust the look and feel, logo, colours and fonts as you need.
Multilingual SupportCompanies are increasingly dealing with customers across the globe. SupportPal offers multilingual language support in our interfaces and e-mail templates. Full timezone support is also supported letting your users and staff view times in their own timezone.
Build and integrate with our comprehensive REST APIEasily integrate your existing systems using our comprehensive REST API. For more details please read our documentation.
Plugins & Integrations
HipChat NotificationsGet notifications of selected ticket actions in your HipChat room.
Slack NotificationsGet notifications of selected ticket actions in your Slack channel.
WHMCS InformationFetch client product information from WHMCS in the ticket view, and more.
WHMCS IntegrationReplace WHMCS support functionality with SupportPal features, syncs user details and provides a loginshare.
TrackingTime ButtonPowerful one-click time tracking for the whole team on your help desk, with custom reports and insights.
LDAP IntegrationConnect operator accounts with LDAP accounts, allowing them to login with their LDAP account details.