Every support channel in one queue, with the whole customer on every ticket.
Email, WhatsApp, web chat and calls arrive in one inbox and become tickets, each with a customer, a severity and an SLA clock. The customer is the same one Sales sells to and Finance invoices, so what the account is worth is already on screen.
Full access, no card required.
WhatsApp, a phone call, web chat and email each get a row with a customer, a type, a severity and a clock. The channel is a door, not a separate system with its own inbox.
What it solves
Four problems it solves.
A better ticket form fixes none of these. Each one needs something a standalone helpdesk does not have: which channels are yours, what your working week is, and who the customer is to the rest of your business.
Email, WhatsApp, web chat and calls all arrive in one inbox and become the same kind of ticket. The channel is simply how somebody reached you. It never decides who can answer or how long they have.
Every ticket shows its SLA in plain words, and a count of tickets breaching shows at the top of the list. You find out while the conversation can still be saved, not in next week's report.
The customer on a ticket is the same customer Sales sells to and Finance invoices. If they have an open invoice or a live project, whoever answers can see it without asking anyone.
A ticket with no type yet says so. A sender NearSync cannot match says unknown, and you attach the right customer instead of creating a duplicate. Nothing is decided behind your back.
The queue
Every ticket shows its SLA clock.
The queue is grouped by how far along each ticket is, not by which channel it came from. Each ticket shows the channel, the customer and their company, the type, a severity meter, the owner, and how long the SLA has been breached.
What the agent sees
Open a ticket and see the whole account.
Whoever answers a ticket sees everything below without asking anyone. Some of it is on the ticket itself. The rest comes from the departments that keep it up to date.
On the ticket already
- The channel it arrived on, and the reply goes back out the same way.
- The customer and their company, or a clear unknown you can attach to the right account.
- A type and a severity, set by your team, never guessed.
- An owner, or an empty ring, so everyone can see when a ticket is still unclaimed.
From the rest of the business
- Sales. The company and contact on the ticket are the same ones your sales team works with, so their history and owner are already there.
- Finance. An open invoice on the account is visible from the ticket, with nobody to chase.
- Projects. A live project for that customer is visible too, so support and delivery are talking about the same company.
- Human Resources. The SLA clock follows the working week and holidays you set, so a weekend never counts as a breach.
A standalone helpdesk needs a connector, and somebody to maintain it, for each of these. NearSync needs none of that, because the whole business already runs here.
The inbox
Every channel into one queue.
Email, WhatsApp, web chat and calls land in the same department queue, worked by whoever is free, with the whole account beside the conversation.
Layla AmiriTidal Systems9:41
Seat upgrade for two startersThey start on Monday, so we would need the seats before then.Rami HaddadTidal Systems9:12
Call: invoice queryTranscript and summary attached to the ticket.Maryam Al SuwaidiIronvale ContractingYesterday
Renewal termsCould we see the same rate for another year.Web chatUnknown visitorYesterday
Pricing questionIs the booking engine included or an add-on.Priya MenonNorthwindTue
Access for a new managerShe needs to approve leave for the Dubai team.Every capability
Everything in Support HQ.
Support HQ also includes Boards, which comes from the Operations template library, and Reports and Analytics, which does not have its own page yet.
The guides, in full
Guides for the people answering tickets, and for the people who set the SLAs they work to.
Start here
What the area covers, and what a ticket is made of.
Working the desk
The queue, and everything a ticket has already been through.
Promises and escalation
What you have committed to, and who it goes to when it slips.
The questions we get asked.
Anything longer lives in the help centre.
How many tickets can we handle?
As many as come in. Nothing counts tickets, conversations or the customers behind them.
Do email, WhatsApp and chat land in one place?
Yes. One queue per department, whichever way the customer chose to reach you, worked by whoever is free.
Can we set response times we have promised?
Yes. Each ticket carries its own clock and its owner, so a breach is something you see coming rather than something you apologise for.
Can an agent see the customer's history?
Yes, beside the ticket. Their deals, invoices and past conversations, without opening another tab or asking another team.
See every ticket with the whole account behind it.
Set up your own queue in about half an hour, then open a ticket and see what your team will see.