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Helpdesk
A helpdesk project serves customers: request types they pick from, a portal where they raise and follow requests, forms on your own website for people with no account, queues for the agents, internal notes customers never see, SLA clocks that count your working hours, and approvals. Customers and their organisations are never a seat, however many there are.
The customer sees their own requests and their organisation's, the public conversation and nothing else.
The help centre lists the helpdesks open to the customer and their requests, follows what agents do without a reload, and shows each request with its status, the conversation and its files.
In the guide →What a customer picks when raising a request, each with a form of its own: which fields to ask for, which are required, what they are called, and preset values for the rest.
In the guide →Open a request type to people with no account. A form at its own address raises the request, and an emailed link lets them follow it and answer; answering makes them a customer, with no sign-up and no password.
In the guide →Published knowledge base pages answer customers in the portal and on the request form as they type, and the helpdesk counts the questions the articles answered before anyone asked.
In the guide →Customers are grouped into organisations, so agents see a customer account's requests together, and an organisation is the customer that projects are billed to.
In the guide →Approvals requested on a request with each approver's decision, and the customer's satisfaction rating and comment once they have left one.
In the guide →Saved views of a project's requests, such as Unassigned or Waiting for support, written in JQL and sorted by the most urgent clock when you ask.
In the guide →A comment ticked internal is never visible to customers, not even as activity on their request, and a file attached to one stays with the staff.
In the guide →A request's header shows who else has it open, so two agents do not both pick up the same request or both answer the same comment.
In the guide →A clock with a goal, such as four hours to a first response, counts against a calendar of working hours in its own time zone, pauses while you wait for the customer, and shows on every queue and on the home page, the most urgent first. A customer's contract can promise its own target, which comes before the clock's goals for that customer's requests.
The helpdesk is not an extra, and the people who raise requests are never a seat.
Every module is in every workspace, at one price per seat. A workspace takes a couple of minutes and asks for no card; an installation is one container image and a compose file.