Act 4 · Bill & Retain — the ninth step
A help desk, built into your CRM.
CRM help desk software that puts every support ticket on the same customer record as the deal, the order and the invoice — with SLA targets, escalation, macros, automations and an internal knowledge base. No siloed help desk that doesn't know who the customer is.
The support inbox — every ticket on the customer record (preview)
The short version
What is CRM help desk software?
CRM help desk software runs your support tickets inside your CRM — so every ticket sits on the same customer record as the deals, orders and invoices, instead of in a siloed help desk that doesn't know who the customer is. KudosCRM tickets carry status, priority, an SLA clock and a full conversation, linked to the contact and company, so support always sees the whole relationship.
The problem
The help desk has no idea this customer just signed a $40k deal.
Support tickets live in a separate help desk that has no idea this customer just signed a $40k deal. Support answers in a vacuum, the same question gets a different answer twice, and a frustrated VIP looks exactly like a free-trial tire-kicker.
- Tickets in a tool that can't see the deal or the order
- SLAs that quietly slip with no escalation
- Inconsistent answers and no source of truth
How KudosCRM handles it
Every ticket on the record — with SLAs, automations, and a knowledge base.
Every ticket sits on the same customer record — from email and your web form, with SLA targets, escalation, macros, automations, and an internal knowledge base — so support sees the whole relationship. Automations escalate before a timer slips, macros and the internal knowledge base keep answers fast and consistent, and the whole conversation lives on the customer record — so support sees what sales and delivery already know.
The support system
Take it in, answer it fast, never let it slip — on the customer record.
Tickets, SLAs, automations and the knowledge base all run on the same record as the deal and the order — so support has the context the moment a ticket lands.
Every ticket on the customer record
A ticket isn't stranded in a separate help desk — it sits on the same record as the deal, the order, and the invoice. Support opens a conversation already knowing the whole relationship.
SupportTickets from email & your web form
Route a support email alias straight into the queue (replies thread automatically), and let customers raise a ticket from your web form — all landing on the right customer record.
Ticket intakeSLA targets + automated escalation
Set first-response and resolution targets per priority, pause the clock while you wait on the customer, and let automations escalate the moment a timer elapses — so nothing quietly ages out.
SLAsMacros for fast, consistent replies
Save your best answers as macros and apply them in a click — consistent responses without retyping, for the questions you field every day.
MacrosSupport automations
Rules that read a ticket's subject, body, tags, priority and channel, then act — auto-assign to the right agent, auto-reply, tag, set status, or add an internal note, all server-side.
AutomationsAn internal knowledge base
Write, publish and search support articles that live next to your tickets — so agents answer from one source of truth. (Content is sanitized on save and serve.)
Knowledge baseMerge duplicate tickets
When the same customer opens three tickets for one problem, merge them into a single conversation — threads and history preserved, no lost context.
Ticket mergeConversations, notes & files
Public replies, private internal notes, and system events on one ticket timeline — with file attachments — so the full handling of an issue is on the record.
TicketsSupport insights
First-response time, resolution time, and an agent leaderboard — so you can see how support is actually performing, not guess.
Support reportsThe differentiator
A standalone help desk treats your best customer like a stranger.
Because the ticket lives on the customer record, support sees the deals, orders and invoices behind it — and automations can act on that context.
Context, not a cold ticket
Because the ticket is on the customer record, the agent sees the deals, orders, and invoices behind it — so a $40k customer is never treated like an anonymous email.
Automations that actually fire
Auto-assign, auto-reply, escalate-on-SLA — real server-side rules, not a settings page that does nothing. Routine triage handles itself.
One source of truth
Agents answer from the same internal knowledge base, so the customer gets the right answer the first time, consistently.
What's actually in the box
Everything Support gives you.
Live today, unless marked Soon — capabilities we're building, shown honestly rather than hidden.
Tickets
Statuses — new / open / pending / on-hold / solved / closed
Priorities — urgent / high / normal / low
Assignment, TK-#### codes, contact & company link
Conversation — public replies, internal notes, system events
File attachments on tickets
Merge duplicate tickets (threads preserved)
Saved views (per-agent inbox filters)
Intake
Email → ticket (support alias; replies auto-thread)
Web form → ticket
Manual / agent-created tickets
On the customer 360° timeline
Live chat / phone / social channels Soon
SLA & automation
SLA targets — first-response & resolution, per priority
Pause / resume the SLA clock (waiting on customer)
Automated escalation when a timer elapses
Automations — auto-assign, auto-reply, tag, set status, internal note
Macros (canned responses)
Automatic SLA-breach flagging Soon
Knowledge & insights
Internal knowledge base — publish / unpublish, search, sanitized
Support insights — first-response & resolution time, agent leaderboard
Real-time, multi-tab updates
Public self-serve help center Soon
CSAT surveys (collected & sent) Soon
Automatic ticket sentiment Soon
See it in the product
From the inbox to the answer.
Work the support inbox
Every ticket in one queue, with priority, status, assignee and the SLA clock — filter to what's yours, what's overdue, or what's breaching.
Support inbox — tickets, priority & SLA (preview)
Open a ticket, see the relationship
The conversation, internal notes, the SLA timer, and the customer's deals and orders — all on one screen, so the agent answers with full context.
Ticket detail — SLA, conversation & macros (preview)
Answer from the knowledge base
Agents pull the right answer from the internal knowledge base — published, searchable, and consistent — so the customer gets it right the first time.
Internal knowledge-base article (preview)
Go deeper
Related features
FAQ
CRM help desk, answered
Support the customer
Put every ticket on the record it belongs to.
Start free. Bring your whole team. Cancel whenever (you won't).