Enterprise Helpdesk with Smart SLA Enforcement
Replace chaotic inboxes with a structured, high-performance ticketing engine. Ensure every customer gets a fast, accurate resolution with countdown timers and automated routing.
Master your support queue with powerful triage
Say goodbye to dropped balls and forgotten requests. The Indexu Helpdesk organizes incoming conversations into a structured lifecycle, prioritizing what needs attention right now.
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Structured Lifecycle Move tickets through clear states: open, pending, resolved, and closed, maintaining full visibility of your team's current workload.
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Priority Enforcement Automatically categorize tickets by low, medium, high, or urgent priorities, ensuring critical issues bypass the standard queue.
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Custom Views Save personalized filters and views to focus on specific tags, channels, or VIP customer groups with single-click access.
Collaborate right inside the ticket with Dual Threads
Stop using external chat apps to discuss customer tickets. Keep the context right where the action happens.
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Private Internal Notes Leave secure, operator-only notes directly in the ticket timeline. The customer only sees what you explicitly send as a public reply.
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@Mentions & Assignments Need an engineer's eyes? Just @mention them in a note. The system instantly notifies them and can re-route the ticket assignment.
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Collision Detection Never send duplicate replies again. Real-time indicators show when another operator is viewing or typing on the same ticket.
Enforce commitments with the Smart SLA Engine
Keep your promises to customers. Our powerful Service Level Agreement engine tracks every metric that matters, respecting your actual working hours.
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Business Hours Processing Configure complex business hours across multiple time zones. The SLA countdown gracefully pauses over weekends and public holidays.
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Pre-breach Escalations Don't wait until a commitment is broken. Receive automated alerts and re-assignments 30 minutes before an SLA is breached.
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Pause & Resume Timers pause while you wait on the customer and resume when they reply, so breach alerts reflect the time your team actually controls.
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Comprehensive Metrics Track First Response Time (FRT), Next Reply Time (NRT), and Total Resolution Time independently for granular performance reporting.
Everything you need to scale support
Packed with enterprise-grade features that help your team work smarter, not harder.
Omnichannel Intake
Centralize requests from Email, WhatsApp, SMS, Web Chat, and Custom Webhooks into one unified inbox.
Action Macros
Execute complex, multi-step actions and insert pre-written canned responses with a single click or keyboard shortcut.
Group Routing
Distribute workloads effectively using Round-Robin, Least-Loaded, or Manual Pull strategies across internal workspace groups.
Automation Rules
Trigger actions based on time or specific events. Automatically close stale tickets or escalate those that have been waiting too long.
Collision Detection
Prevent duplicate work with visual indicators that show when another team member is actively viewing or typing on a ticket.
Bulk Actions
Select multiple tickets at once to apply macros, reassign agents, change status, or update tags in a single operation.
Ticket Merging
Duplicates happen. Merge related tickets into one thread with the full history and correspondents preserved.
Custom Fields, Types & Templates
Reorderable ticket types, categories, and custom fields, plus industry templates to bootstrap your workspace structure in minutes.
Public CSAT Pages
Post-resolution satisfaction surveys with your own custom questions, served on a shareable public rating page per ticket.
Contact 360 & Export
A complete customer summary on every ticket, and one-click CSV export of your queue for reporting anywhere else.
Intake Channels
Thread Types: Public & Internal
Queue with Claim-to-Reply
Ticket Audit Trail
Ready to bring order to your support operations?
Structured tickets, honest SLA timers, and AI that does the triage. Start free on the full platform.