CRM Ticketing System Built Inside Your CRM
Turn every request into a ticket on the customer record, whether it arrives by email, live chat, your help center, the customer portal, the API, or a workflow. KudosCRM handles the SLAs, the breach flags, and the triage while your agents answer with the deals, orders, and history already in view.
The Short Version
What Is KudosCRM Support?
KudosCRM Support is a CRM ticketing system with live chat, built where your customer data already lives. Requests arrive through six channels, become TK-numbered tickets linked to the contact and company, and move through SLAs, automations, and an agent inbox designed for volume.
A Ticket with the Whole Customer
Every ticket carries a requester block — name, company, plan, timezone, and lifetime value — linked to the CRM contact and their deals.
Six Ways In, One Queue
Email, chat widget, help-center form, customer portal, REST API, and workflow actions all file real tickets. Nothing arrives as “just an email.”
SLAs That Enforce Themselves
Per-priority targets on a business-hours calendar, a pausable clock, rule-driven escalation, and breach flags the system writes itself.
Live Chat with an AI Agent
A chat console inside the CRM, an embeddable widget, and an AI agent that holds conversations until a human takes over.
Intake you don't have to police. A requester can never set status, assignee, tags, team, or SLA — those fields are not even nameable in a form — and requester-set priority is off by default. The help-center form ships with a honeypot and per-IP rate limits.
Intake
Every Request Becomes a Ticket, However It Arrives
You take support in through six live channels, and each one files a real, typed ticket in the same queue. Phone, WhatsApp, and social intake are on the roadmap, and we say so instead of pretending.
Six Live Channels
An email alias with safe threading, the chat widget's “raise a request” (which works even offline, without chatting), the help-center contact form, the customer portal, agent creation from the inbox or a customer record, and a REST API POST. Workflow automations can open tickets too.
Typed Ticket Types
Admins define request types as ordered forms of native and custom fields, with labels, help text, required flags, and per-channel visibility — plus a default priority, auto-tags, an SLA override, and an assignment strategy per type.
One Form, Four Surfaces
The chat widget, help-center form, customer portal, and agent composer all render the same resolved field list. They can never drift apart.
Threading a Stranger Can't Hijack
Email replies thread by the reply chain, then by the TK code in the subject, trusted only when the sender is the ticket's own requester — so a CC'd third party can never inject into someone else's thread. Out-of-hours chats nobody owns become tickets automatically, never duplicated, never when a deal owner is already on the conversation.
Six ways in, one queue
Email alias
Safe threading by reply chain + TK code
Chat widget
Raise a request, even offline
Help-center form
Honeypot + per-IP rate limits
Customer portal
Requests + history, logged in
REST API
POST a typed ticket
Workflows & agents
From the inbox or a customer record
All six render the same resolved field list — they can never drift apart
Phone · WhatsApp · Social intake
TK-2214 · Checkout fails on saved cards
Maya Chen · Acme Software · Pro plan · GMT+2 · LTV $40,200
Maya · via chat · 10:42
Our saved cards fail at checkout since this morning — customers are dropping off.
Internal note · @dev-team · 10:51
Looks like the PSP token rotation — checking. File attached (never public).
You · public reply · 10:58
Hi {{customer_first_name}} — we've found the cause and a fix is rolling out…
Macro: “Incident acknowledged” · 18 tokens available · delivered to chat + email (3-min hold)
Replies
Answer with the Whole Relationship in View
You reply from a ticket that already knows the customer. One timeline holds what they see and what your team says privately, and the reply reaches them whatever channel they came from.
Eight Statuses That Tell the Truth
New, open, pending, on-hold, follow-up, solved, closed, and failed. Follow-up means you owe the customer a check-back, distinct from pending, which means you are waiting on them. Failed means it could not be fulfilled, and it is never counted as a resolution.
One Timeline, Public and Private
Public replies, team-only notes with @-mentions, and system events in one thread, with files on either kind. A file attached to an internal note can never be downloaded publicly.
Replies That Reach Every Channel
A public reply is delivered by email however the ticket arrived. With a support alias, it is a full round trip; with a live help center, a reply-in-portal link; with neither, the answer still goes out, with Reply-To stripped so a customer never lands in KudosCRM's own inbox. On chat-born tickets, the email waits three minutes and is dropped if the visitor reads the reply in the widget — no doorbell while you are talking. A 10 MB attachment budget names oversized files in the body instead of bouncing silently.
Macros with 18 Merge Tokens
Insert saved replies from a slash-picker or a keystroke, with 18 tokens across customer, ticket, agent, workspace, and date, each with fallback syntax, resolving on tickets and in live chat. The editor color-codes every token and leaves an unresolved literal where the agent sees it, never the customer.
SLAs & Automation
SLAs That Enforce Themselves
A target nobody checks is a due date nobody enforces. KudosCRM writes the breach flags itself, escalates by rule, and lets the automations engine run your triage.
Targets on a Business-Hours Calendar
First-response and resolution targets per priority, on a business-hours calendar with its own timezone, with per-type overrides for the requests that deserve different clocks.
Pause with a Reason
Pause the clock while you wait on the customer, and the ticket is excluded from breach flagging and escalation until it resumes.
Breach Flags Every Five Minutes
A five-minute sweep writes response and resolution breach flags. Flags are sticky, so reports cannot be quietly rewritten, and notifications fire only for fresh breaches, so the first deploy does not page the whole team.
Escalation You Author
Timer rules on no-first-response, unresolved, waiting-on-customer, or paused fire exactly once per ticket, never twice. A workspace with no rules costs nothing.
An Automations Engine with a Ledger
Triggers on created, updated, and SLA-elapsed; eight condition fields (subject, body, tags, priority, channel, category, sentiment, type) with four operators; six actions: set priority, set status, tag, assign, internal note, reply. Every firing is recorded per rule per ticket, so nothing double-fires.
Assignment That Fits Your Team
Route tickets unassigned, to a fixed agent, round-robin on a persisted cursor, or to the contact's owner, with out-of-office skip, a fallback agent, VIP plans, and an urgent fast-track. And when two tickets are one problem, merge them: the duplicate drops out of every queue, with both codes recorded.
The Inbox
An Inbox Built for a Thousand Tickets a Week
Your queue is a working surface, not a list. Views, keyboard, filters, and bulk actions are all built for an agent who lives here.
Eight Views with Live Counts
All, Needs attention, Mine, Unassigned, Urgent, Breached, Pending on customer, and Recently solved, each with a live count, plus personal saved views stored server-side.
Keyboard-First
Slash to search, j/k to move, x to select, Enter to open, 1 through 6 for views, r reply, n note, s solve, e escalate — with a shortcuts overlay to learn them.
A Filtered Queue Is a Link
Filters on status, priority, assignee, channel, tag, type, and full-text search run server-side, and the sort persists in the URL, so a filtered queue can be shared as a link.
Bulk Actions and CSV Export
Bulk assign, prioritize, tag, merge, and export, so a backlog is an afternoon, not a week.
A Kanban When You Want One
The same tickets as a board, dragged between status columns.
Live Chat
Live Chat and an AI Agent, Inside the CRM
Live chat is the largest shipped surface in the module: a console for your team, a widget for your site, and an AI agent that holds the conversation until a human takes over.
A Console in the CRM Shell
Queue, thread, composer, and a context rail — no second app, no second login. Six server-side queue views: Unanswered, Mine, On an open deal, Anonymous, AI handling, and All.
Pick Up, Hand Over, Release
One audited endpoint moves a conversation between agents, with presence and typing indicators both directions, per-agent unread counters, and reply alerts with a configurable chime.
Context in One Request
Device, browser, opt-in location, the page journey, first-touch attribution, and CRM links in a six-panel rail. See live visitors on a map and message them first, and link any chat to a contact, deal, company, or ticket through a stage-aware routing ladder.
An AI Agent with Human Handoff
The AI holds conversations with take-over and hand-back, writing a handover summary for the agent. Its console carries persona and tone presets, a confidence threshold, refusal topics, guardrails, working-hours mode, versioned draft-live-paused publishing, and test, review, analytics, and knowledge tabs.
A Widget You Control Completely
One script tag, isolated so a hostile stylesheet cannot hide it, with around 40 appearance settings. Inside it: a knowledge-base tab with article search and voting, a “where is my ticket?” lookup behind a single-use emailed code, meeting booking against your configured hosts, drag-and-drop attachments, and a pre-chat form.
Private by Design
Hide the widget by availability, device, or path; visitor tracking is a toggle; origins are allow-listed; identity can be verified; retention defaults to 24 months; and one click erases a visitor for GDPR.
We run our own support on it. The “Contact support” drawer inside KudosCRM is the same widget every customer embeds — live chat, article search, typed requests, and request history — dogfooded in production.
What's Not Here Yet, Told Straight
CSAT surveys and automatic sentiment scoring are not shipped — sentiment on a ticket today is a field a human sets — and we would rather tell you than dress a demo up as a feature. Phone, WhatsApp, and social intake are on the roadmap; everything else on this page is live. When one of these matters to your decision, ask us where it stands.
How It Works
How Does a CRM Ticketing System Handle a Request?
From arrival to resolution, here is what actually happens along the way.
The Request Arrives
Through any of six live channels, as a typed form with the fields you chose, never a bare email.
It Becomes a Ticket on the Record
A TK-numbered ticket linked to the contact and company, with the requester's plan, timezone, and lifetime value in view.
The SLA Clock Starts
Per-priority targets on your business-hours calendar, pausable while you wait on the customer.
Automations Triage It
Rules match on eight condition fields and act — assign, tag, set priority or status, note, or reply — recorded in a fire ledger.
The Agent Answers
From a keyboard-first inbox, with macros, merge tokens, and the knowledge base, on one public-and-private timeline.
Resolve, Merge, Learn
Solve it, or mark it failed honestly, merge duplicates, and read the insights: medians, histograms, backlog aging, and the leaderboard.
What's Actually in the Box
Every Support Feature, at a Glance
Eight ticket statuses including follow-up and failed
Four priorities, TK-1234 codes that double as URLs
Requester block with plan, timezone, and LTV on every ticket
Custom ticket fields from the same Studio as leads and tasks
Typed ticket forms with per-channel visibility and SLA overrides
Six live intake channels plus offline chat auto-fallback
Safe email threading a third party cannot hijack
Honeypot and rate limits on public forms
Eight inbox views with live counts plus personal saved views
Keyboard-first triage with a shortcuts overlay
Shareable filtered queues, server-side, URL-persisted
Bulk assign, tag, merge, and CSV export
Kanban ticket board dragged between statuses
One timeline of public replies, private notes, and system events
Replies that reach the customer on every channel, honestly
Macros with 18 merge tokens and broken-token warnings
Ticket merge with both codes recorded
Per-priority SLAs on a business-hours calendar
Sticky breach flags written every five minutes
Rule-driven escalation, idempotent per rule per ticket
Automations engine: 3 triggers, 8 condition fields, 6 actions, a fire ledger
Round-robin, fixed, or contact-owner assignment with VIP fast-track
Live chat console with six queues, presence, and handover
AI chat agent with guardrails and human handoff
Embeddable widget with KB tab, ticket lookup, and booking
GDPR controls: retention window and one-click visitor erase
Support insights: medians, FRT histogram, backlog aging, leaderboard, CSV
Eleven granular permissions, publishing narrower than editing
KudosCRM Support vs. a Standalone Help Desk
One Ticket, One Record, & One Answer
Support is part of KudosCRM, not a help desk your best customer has to introduce themselves to.
A CRM Ticketing System for Every Industry
Different industries answer different requests — a policy question, a delivery issue, a case update, a bug report. KudosCRM keeps the ticket, the customer, and the history on one CRM whichever one you work in.
Connected to Where Your Team Already Works
Slack carries support notifications to your team today, support metrics sit in the global insights catalog, and the chat widget embeds on any site with one line. Gmail and Outlook conversations stay on the same customer records your tickets link to. Zendesk import is on the roadmap, labeled honestly until it ships.
Slack
Gmail
Outlook
ChatraGo Deeper
Explore More Features
Support is part of the Support & Success stage of the journey, where every ticket, chat, and article lands on one customer timeline.
All FeaturesFAQ
Frequently Asked Questions
Start Answering
Put Every Ticket on the Record It Belongs To
Your customers are already in your CRM. Their questions should be too.