Questions we get most often from customer service, IT and support teams. If something is missing — write to us and we will reply directly.
A helpdesk system is software for organizing customer and internal ticket handling. It centralizes tickets from multiple channels (email, phone, form, SMS), assigns them to the right agents based on rules, tracks deadlines (SLA), and provides efficiency reports.
Email (IMAP/SMTP), web forms, phone (VoIP/IVR), SMS, self-service customer portal, plus API and webhook integrations. Higher packages also support SMS/MMS and marketplace tickets.
Through priorities, queues and automatic assignment rules. SLA can vary by category, customer or channel. KPI reports show first response time (FRT), time to resolution (TTR), and backlog. Escalations trigger automatically before deadline violations.
Yes, through the customer portal. Customers log in, submit a form, attach files and track status. This reduces "what is the status of my case" calls and offloads the support team.
We usually start by mapping the process and contact channels (categories, SLA, roles). We configure basic rules, integrations and the first workflow in the first few days so the team can actually work. Full optimization (categories, macros, reports) happens in the first weeks based on real data. Deployment typically closes within 14 days.
Pricing starts at 99 PLN / user / month in the Basic plan. Extended (129 PLN) and Complete (149 PLN) plans add SMS, integrations, customer portal and RMA handling. No deployment fees, minimum 2 seats. Full comparison in our pricing.
30+ out-of-the-box integrations: BaseLinker, Shoper, IdoSell, Bitrix24, Salesforce, InPost, DPD, GLS, Allegro, Slack, VoIP telephony. API webhooks available for others. Full list: /integracje-en.
Yes. Polish data center hosting, data retention policy, roles and permissions, pseudonymization, change history (audit trail). We also support full on-premise for finance and government. Details in our privacy policy.
Yes — the first 30 days are free, no credit card required. Just leave your contact at our sign-up form and we will agree on the test scope.
Yes. The system handles from 2 to 200+ seats. Roles, queues and team permissions let you manage e-commerce, IT, finance or service support separately in one installation.
Yes. Migration can happen in stages: customers and open tickets first (CSV/API), then historical archive. We do a test import, verify consistency, and only then run the production migration. Risk of errors is low.
Email and phone helpdesk 8:00–19:00 on business days. Dedicated deployment manager, Polish-language documentation, training for admins and agents. Technical support SLA available in higher packages.