SupportPal automatically converts support requests from various support channels into tickets and presents them all in a single grid. Filters can be applied to list tickets with certain details or features, and tickets can be given tags.
Web
Users can submit tickets through the web interface, where you can define custom fields
that the user may need or wish to fill out.
Email
Emails submitted by users are directly converted into tickets, with a different email
address used for each department. Further replies by the user are added to the same ticket.
API
Utilise the API to open and reply to tickets through code. The comprehensive REST API will
let you easily use the help desk functionality in your other software.
Help Widget
Create fully customisable embeddable help widgets to show on your website(s), making it
easier for your users to search knowledgebase articles or contact you.
X
Tweets directed to your X (formerly Twitter) handle are converted to support tickets, with
support for multiple accounts. SupportPal lets you reply with a public directed tweet or a
direct message to the user.
Facebook
Messages posted on your Facebook page wall and to your account are converted to support
tickets, with support for multiple pages. SupportPal lets you reply directly to the wall
post or message.
Twilio - Phone, SMS & WhatsApp
Accept phone calls, SMS and WhatsApp messages through your Twilio account. Calls can be
directly answered from the operator panel, SMS and WhatsApp messages are converted to tickets
and can be responded to.
We understand that customer support should be quick and efficient. Most actions only require a couple of clicks
and can be performed without needing to reload the page, speeding up your workflow.
Work together as a team effectively
Staff can easily communicate with each other via private ticket notes and internal messages.
Operators will be able to track which tickets are being viewed and responded to by others,
as well as assigning tickets to the right department and team members.
Collect data, efficiently and securely
Use ticket custom fields to collect additional information which may be relevant or required.
Sensitive data, such as passwords, can be encrypted. The data can also be purged automatically
once the ticket has closed, if it is no longer required.
Enforce response times
With service level agreement (SLA) plans, you can define first response and resolution times
for tickets. Ticket due times are automatically calculated based on your business hours, or can
be manually set if no SLA plan applies. Due times can be paused or removed as needed.
Multi-Brand Support
Many brands, a single backend
If you have multiple companies or brands, each can be configured in a single SupportPal installation. This simplifies access and management for staff by bringing all support requests into a single place.
Licenses come with one brand by default, additional brands must be purchased separately.
A frontend for each brand
Each brand can have its own personalised support portal, with a customisable logo, colour scheme and template, and comes with a unique self-service area. Your users won't know that the brands are connected together.
Operator and department permissions
Operators can be assigned to specific brands, making it easy to control who can access what. Departments and custom fields can also be assigned to brands, so each support portal can be tailored to fit the needs of the given brand.
Personalised emails & ticket signatures
Create personalised email templates for each brand, allowing you to include information pertaining to that brand only. Operators can also create context-specific ticket signatures, so a different signature can be used for each brand when replying.
Multilingual Support
Operate with multiple languages
Seamlessly support your customers in their own language with our simple language file system.
It's easy to create translations for terms used in the system and disable languages you do not
require.
Translate dynamic content
Write translations for your own text; such as your department names, self-service articles and email templates;
and the correct version will be shown to the user based on their selected language.
English and Spanish translations
An official Spanish translation is offered, alongside our default English language pack,
that can be installed via our
marketplace.
There are also a number of other
community-contributed language packs
available to install.
Automation & Tools
Automated handling of overdue tickets
Escalation rules can be set up on SLA plans to handle tickets that are or will become overdue
soon. For example, you may want to assign a specific member of staff or add an automated
response.
Follow up with users easily
Often you may need to follow up with a user at a later date. Ticket follow ups enable you to
schedule actions that should automatically occur on a ticket at some point in the future.
Simplify common actions with macros
If there are a set of actions that are commonly used on your tickets, they can be grouped
together in a macro to simplify the process. Macros can be applied manually to tickets or
automatically, if the ticket matches the conditions set or on a ticket hook event.
Efficiently respond to similar queries
Often users will ask similar questions or make the same requests. Canned responses enable you
to store common ticket replies and access them when responding to future tickets. They can be
private to yourself or made available to all staff.
Operator Panel
Light and dark modes
Our operator panel allows you to easily switch between light and dark mode depending on your
preference. The dark mode uses a darker colour palette which emits less light from your
device - useful when working at night.
Increased security with enforceable 2FA
Two-factor authentication (2FA) can be set up for both operator and user accounts to provide
an extra layer of security when logging in. 2FA can be forced for all operators and/or users
if required.
Recover deleted tickets with ease
Easily recover deleted tickets using our trash can feature. Tickets are available in the
trash can for 30 days before being permanently deleted automatically.
Update the software in a single click
Our system update tool lets you update to the latest available version of SupportPal in just
a click. It takes care of the whole process, including taking a full backup and downloading
& extracting the new version.
Monitor with system health checks
Keep on top of system issues with health checks that run automatically in the background.
It reports warnings and errors such as blocked emails in the queue, so you can take the
necessary actions.
Users & Organisations
Manage users within one organisation
Your users may often be different people within the same organisation. Create and manage
organisations, allowing you to keep contact details and notes for the particular organisation.
Automatically add new users to organisations based on their email domain.
Permissions within organisations
Organisations have two access levels: managers and users. Managers can view and reply to
tickets opened by all in the organisation, whereas users can only view their own tickets.
Managers can manage the users in the organisation.
Quick access to support history
Access the tickets submitted in the past by individual users and whole organisations, through
any support channel. It can be useful in aiding with future support requests.
Group related users together
You may have users who fall under a certain category. SupportPal lets you group them together,
allowing you to set a specific SLA plan for that user group or build mailing lists.
Self-Service Support
Content rich articles
SupportPal allows you to create content rich self-service articles. For example, you may wish
to embed video or images to better illustrate how to resolve a problem.
Customisable self-service types
Create and modify self-service sections, such as knowledgebases and announcements, as you require, with a number of options available depending on the content and how you wish for it to be displayed. Internal self-service areas can also be set up for operators.
Let users comment on your content
A multi-level user commenting system exists for all self-service articles. Comments can be
moderated for approval before being displayed publicly on your help desk frontend.
Feedback & Reports
Collect insightful feedback from users
It's important to know how your users feel about your service. Design your own feedback
forms to send to users on tickets of your selection. Collect and analyse the feedback with
our customer satisfaction view.
Powerful Analytics
The help desk data is used to generate useful reports. You can find out more about how your
help desk is performing overall, how well individual members of team are operating and more
details about your users. Our reports framework means you can easily build your own reports too.
Customisation
Make the help desk your own
Our simple branding system allows you to easily adjust the logo and colours of your help desk per brand.
Our interface template system lets you go further and customise the whole template, allowing you to integrate
the help desk around your web site design.
Develop your own useful plugins
Leverage our extensive plugin system to create your own additional functionality or modify data being handled by the system.
For more details please read our documentation.
Build and integrate with our comprehensive REST API
Easily integrate your existing systems using our comprehensive REST API. For more details please
read our documentation.
Add-ons & Integrations
Download add-ons from our marketplace
A number of useful plugins, channels and language packs are available through our
marketplace. Connect through your help desk and install add-ons in just a few clicks.
