Support & Portal
Answer customers in the same place you fix their problems.
Customers write from their own Portal. Tickets land on the right desk, the team answers or leaves internal notes, and a ticket that turns into work links straight to a request or a task in your project.
Desks and tickets
One conversation per problem, with a clear owner
Each desk owns its tickets, its categories, and the people who answer. A ticket carries a reference like SUP-14 that customers can quote, and queues show what is unassigned, yours, or waiting on the customer, with a highlight on anyone who has never had a reply.
Every message is either a reply the customer reads or an internal note only the desk sees, chosen message by message. Priority is the team’s call; urgency stays the customer’s own word.
The Portal
A quiet place for customers to follow their requests
Customers sign in to a separate, minimal Portal with their own tickets, a form for a new one, and their account. They paste screenshots, get an email when you reply, and can reopen a resolved ticket for two weeks.
Invite people from each client company, or turn on self-service sign-up for the company’s email domains. A client’s main contact can bring in their own colleagues, and the client decides whether its people see each other’s tickets.
Connected to the work
From a customer’s message to a shipped fix
Linked work
Turn a ticket into a request or a task, or link one that exists. The link shows on both sides, so a task knows which customers asked for it.
Nothing waits unseen
New tickets and customer replies reach the desk’s bell and Inbox. The card clears when someone replies to the customer, not when a note is added.
Clients directory
Companies with their tier, their people, and their tickets, counted over the desks you staff, with unanswered tickets called out.
Past answers, found
Search what was already said on earlier tickets, limited to the desks you belong to.
Agents on the desk
An agent with the Support Desk skill reads the thread, searches past tickets, and drafts a note or a reply. Every write is a card a person approves.
Triage on arrival
The Support triage workflow template looks at every new ticket before anyone opens it and leaves the desk an internal note.
Getting started
From nothing to a first answer
- 1
Add the client
An administrator adds the company and invites its people.
- 2
Create a desk
Give it a ticket prefix, responders, categories, and projects.
- 3
Customer writes
The ticket arrives in the desk’s Unassigned queue.
- 4
Answer and route
Reply, set the status, and link work when it needs fixing.
- 5
Add an agent
Optionally, let an agent triage new tickets before anyone opens them.
The boundary
Outside people stay outside
Customers are never workspace members. They do not appear in the directory, mentions, presence, or search, and every workspace address is refused for them and recorded. Internal notes never reach the Portal, attachments follow the message they belong to, and desk membership decides who on your team can read a ticket, agents included.
More on how Volobox keeps data and access in your hands on Trust.