Support that stays on top of every request
A shared helpdesk with ticket assignment, priorities, and a knowledge base, connected to the same clients and projects as the rest of your business.
- Shared queue
- Priorities and ownership
- Knowledge base
What is helpdesk software?
A helpdesk is where customer requests become tickets that get assigned, prioritised, and resolved. BusinessHRM includes a shared helpdesk with a knowledge base, tied to the same client records as your CRM and projects.
What BusinessHRM does about it
BusinessHRM captures tickets from email, the client portal and public forms into one queue, assigns an owner, and keeps response times honest with priorities and clear ownership. A self-serve knowledge base lets customers answer their own common questions, so your team handles the ones that matter. Because tickets sit next to the same client record as their deals and projects, every agent has full context from the first reply.
Why teams go looking for tickets and helpdesk
- 01Requests get lost in personal inboxesSupport lands in whoever's email it hit first, so tickets fall through the cracks and customers repeat themselves.
- 02No one owns the response timeWithout priorities and clear ownership, urgent issues wait behind trivial ones and response times are a hope rather than a rule.
- 03Support has no contextThe agent answering knows nothing about the customer's projects or deals, so every ticket starts from zero.
How tickets and helpdesk works
The life of a ticket
Every request takes the same route, so nothing depends on who happened to read the email first.
- 1
Arrives
A request comes in
By email to a per-channel inbox, through the client portal, or from a custom public form. Each one becomes a ticket.
- 2
Routed
It gets a type, a priority and an owner
Ticket types, groups and channels route it to the right agent, and the priority says what goes first.
- 3
Answered
The agent replies with context
The client's deals, projects and invoices sit on the same record. Canned replies handle the questions you answer every week.
- 4
Learned
Resolved, and written down
Common answers become knowledge base articles customers can search, and reports show resolution time by agent, type and channel.
The queue, and the team behind it
The queue is above. Support rarely happens alone, so it sits next to the tools the team uses to coordinate.
Talk it through without leaving
Group channels and direct messages sit in the same workspace, so an agent can pull in the project team in seconds.
- Channels per team or project
- Slack and Discord webhooks
Answer a teammate from anywhere
Direct messages and channels on the Android app, so an agent waiting on an answer from a colleague is not waiting on a laptop.
- Android from 20 October, iOS coming soon
Tell everyone at once
When something affects many customers, post it to the notice board so every agent is working from the same update.
- Read tracking per employee
Point one support inbox at BusinessHRM
Start free, connect a support email address, and watch requests land as tickets with an owner instead of in someone's inbox.
What you get with Tickets & Helpdesk
Included on every plan, including the free Starter plan for unlimited users.
Every request, one queue
Capture tickets from email, the portal and public forms, assign owners, and never lose a customer in a personal inbox.
Priorities and ownership
Set priorities, route to the right agent, and keep response times honest with clear ownership.
Self-serve knowledge base
Publish answers customers can find themselves in a public help centre, so your team handles the questions that matter.
Tied to clients and projects
Tickets sit next to the same client record as their deals and projects, so context is always there.
What changes once it is running
- Nothing falls through the cracksOne shared queue with owners means every request is visible and accounted for, not stuck in an inbox.
- Better-informed repliesAgents see the customer's projects and history on the ticket, so answers are quicker and right the first time.
- Fewer repetitive questionsA knowledge base deflects the common ones, freeing your team for the issues that actually need a person.
Who it is for
- Support teamsTeams fielding customer requests who need one queue instead of a shared inbox.
- Agencies with client supportService businesses that support the same clients they deliver projects for.
- Product and SaaS teamsCompanies that want support context sitting next to the customer record.
Triage the queue by asking
Agents ask the in-app assistant how things work and what is waiting. Leads connect Claude through MCP for queue-wide summaries.
- In-app AI chat
"How many tickets are pending for me right now?"
- In-app AI chat
"How do I add a canned reply?"
- Claude, ChatGPT or Cursor via MCP
"List open high-priority tickets and who they are assigned to."
- Claude, ChatGPT or Cursor via MCP
"Summarise this week's resolved tickets by type and channel."
Example prompts. The in-app chat answers questions and does not change records. Creating and updating records with AI happens through the MCP server, with the permissions of the person who connected it.
Software this replaces
Get tickets and helpdesk without paying for a separate tool, and keep the rest of your business attached.
See all comparisons- ZendeskA shared ticket queue and knowledge base, connected to the clients and projects Zendesk sits apart from.
- FreshdeskTicketing and self-serve support in the same platform as sales, delivery, and billing.
Tickets & Helpdesk questions, answered
Is the helpdesk connected to clients?
Yes. Tickets share the same client records as your CRM and projects, so agents always have full context.
Where do tickets come from?
Tickets are captured from email, the client portal and custom public forms into one shared queue, then assigned to an owner.
Is there a knowledge base?
Yes. Publish articles in categories to a public help centre customers can search themselves, which deflects common questions from your team.
Can I set priorities and ownership?
Yes. Every ticket can be prioritised and routed to a specific agent by type, group and channel, so response times stay accountable.
Are there saved replies?
Yes. Canned reply templates cover the questions your team answers every week, and every ticket can carry file attachments.
Every request, owned and answered
Start free, set up your ticket channels and your first help articles, and give every agent the client's full history.
Free forever for unlimited users. No credit card required.