Help desk
Answer every customer on time
Questions from email, web forms and your customer portal land in one inbox as tickets. Your team picks them up, answers them and sees which ones are about to run late.
The busy parts, handled
- Before: Questions lost in a shared inbox. With Octabiz: Every question becomes a ticket with an owner.
- Before: The same answers typed again and again. With Octabiz: Help articles and saved replies.
- Before: Nobody notices a customer waiting too long. With Octabiz: Time targets, with escalation before they are missed.
Everything in help desk
Tickets
Assign, prioritize and follow every ticket with your own statuses.
- Your own statuses
- Priorities
- Categories
Help center
Articles, FAQs and videos customers can read before they ask.
- Articles
- FAQs
- Video guides
Time targets
Set how fast you reply and solve, and escalate when time runs short.
- Reply targets
- Solve targets
- Escalation
Customer portal
A portal in your brand where customers send and follow their tickets.
- Your branding
- Follow progress
- Search articles
Rules
Assign by category, send saved replies and act when a status changes.
- Assign by category
- Saved replies
- Status triggers
One inbox
Email, web forms and the portal arrive in one place.
- Web forms
- Portal
Up and running in 4 steps
- Connect your inbox: Send your support email and web form into Octabiz.
- Set your categories: Choose who handles what, and your time targets.
- Answer tickets: Your team replies from one inbox.
- Write the answers once: Publish articles in your help center.
Help desk works with the rest of Octabiz
- Customers: Tickets show on the customer record
- Business email: Replies sent from your own address
- Team and HR: Tickets assigned to your staff
- Online store: Order and return questions in one place
Questions about help desk
Can customers send a ticket without email?
Yes. They can use a web form or your customer portal.
What happens when a ticket is about to run late?
It is escalated before the time target is missed, so someone picks it up.
See your support inbox in Octabiz
A 30-minute call with someone from our team. We set it up with your own details so you can see how it would work for you.