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Helpdesk · Built for multi-location ops

Every ticket routed, timed,resolved before SLA.

A modern helpdesk that handles email, WhatsApp, web widget, mobile app and voice — all in one inbox. With SLAs that auto-escalate, customer portal that you can brand, and analytics your support manager actually reads.

See the helpdesk on your data+91-9452672531

Support inbox · today

live

Open · 12

TKT-2891P1

MCC #34 — collection app crashed on shift

ProcuPort2h 14m
TKT-2895P2

Distributor SKU upload missing 12 items

SalesPort5h 02m
TKT-2902P2

Tally voucher mismatch — Paras Dairy

AccountBook1d

In Progress · 7

TKT-2887P1

Beat-plan rollover bug fix

SalesPort4h 30m
TKT-2893P3

Add NPR currency to invoice template

AccountBook1d 2h

Resolved · 24

TKT-2871P1

Fee receipt OTP delivery failing

IMROS✓ on time
TKT-2880P3

Farmer payment ledger export CSV format

ProcuPort✓ on time
5
Channels unified in one inbox
< 1 hr
Default first-response SLA
Branded
Customer-facing portal
Multi-location
Field service ready

What's inside the helpdesk

Eight features. One inbox. One CSAT score.

  • Omnichannel Inbox

    Email, WhatsApp, web widget, mobile app, voice — every channel lands in one inbox with thread continuity.

  • SLA Engine

    First-response and resolution SLAs per priority + business hours. Auto-escalation when timers breach.

  • Smart Routing

    Round-robin, skill-based, region-based, customer-tier-based routing — configurable per inbox.

  • Categorisation + Tags

    AI-suggested category + tag on first read. Manual override at any time. Reporting cuts by both.

  • Internal Notes + Mentions

    Talk to your team inside the ticket. @-mention to pull in a specialist; the customer never sees it.

  • Customer Portal

    Branded portal where customers raise tickets, see status, attach files, rate the resolution.

  • Analytics + CSAT

    First-response time, resolution time, SLA breach %, CSAT, per-agent leaderboard. Daily digest to leadership.

  • Escalation Workflow

    Manager auto-notified on SLA breach. CSAT < 3 stars opens a follow-up workflow. No ticket falls through.

Who runs this helpdesk

Four configurations. Same engine.

  • Customer Support

    B2C / B2B post-sale support across email, WhatsApp, web.

  • Field Service

    GPS dispatch + parts-on-truck for repair / installation / maintenance teams.

  • Internal IT

    Employee tickets, asset assignment, knowledge base, change requests.

  • Student Grievance

    IMROS-integrated student / parent ticketing with academic context.

Common questions

Questions support heads ask.

Is this a SaaS or do you build a custom helpdesk?

Both, depending on scope. For most teams we deploy our customisable helpdesk product (built in-house on the SortString stack). For unique workflows (e.g., field-service dispatch tied to ProcuPort, or IMROS-integrated student-grievance routing) we configure the same product or extend it. We don't reskin Freshdesk / Zendesk.

Does it work for field service, not just IT helpdesk?

Yes. Field service is configured with GPS check-in, parts-on-truck tracking, signature capture and offline-first mobile — used today inside ProcuPort field operations and SalesPort dealer service workflows. The same engine, different config.

Can customers raise tickets via WhatsApp?

Yes. Native WhatsApp Business API integration — customers message your support number, the conversation lands in the ticket inbox, agent replies from the helpdesk, the customer sees it back on WhatsApp. Full thread continuity.

How is this priced?

Two tracks. (1) Standalone helpdesk product — fixed monthly AMC scoped to inbox count and channel count, not per-agent. (2) Bundled with SalesPort / IMROS / ProcuPort — included at no incremental cost. We share the actual number in a 30-min walkthrough.
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Thirty minutes. We map your current support flow, your SLA targets, and the helpdesk configuration that fits. You leave with a written deployment plan.

See the helpdesk on your data