A custom ticketing app for customer support, IT, ops, or all three. Email-to-ticket, customer portal, SLA per row, internal-only fields, audit trail. We integrate your inbox, your CRM, your knowledge base — and skip the per-agent licence.
Customer issues, internal IT, ops requests — one queue, SLA on every row, no Zendesk overage.
Forward your support address; the app converts every email into a ticket, threads replies, attaches evidence, applies routing rules. Replies look like email to the customer. Behind the scenes: structured records.
Routing by topic, by customer tier, by priority. SLA timer per row, breaches flagged in colour. Senior tickets escalated automatically. No more 'we missed it in the queue'.
Customer logs in, sees their tickets, raises new ones, attaches files, marks urgent (with reason). Knowledge-base inline. Ticket-volume drops; satisfaction goes up.
Agents write internal notes, mention each other, link to incidents — none of it visible to the customer. The thread you reply with stays clean; the work behind it is captured.
Frequently-resolved patterns flagged as KB candidates. Agent drafts the article from the resolved ticket; KB grows from real cases. Future customers self-serve before opening.
Live: tickets open, by age, by agent, by SLA status. Trends: top topics by week, biggest agent loads, fastest growing complaints. The board gets a number; the team gets a fix.
A 30-person agency was on Zendesk Pro paying ~£1.4k/month for six agents, using ~30% of the features. We shipped a custom ticketing app on top of their existing Postgres, integrated with their inbox and HubSpot. Three months in: licence cost gone, time-to-first-response down 28%, agents say they prefer the new tool.
How we measure: Cost saved measured against monthly Zendesk invoice, time-to-first-response measured from ticket-create to first agent reply (n = 1,200 over 12 weeks pre/post), agent preference via 5-point survey.
Most-relevant verticals — but the same shape works for adjacent ones.
We map your queues, integrate your inbox, ship in 3–5 weeks.