A helpdesk that meets the SLA you promised
Modulario Helpdesk is a ticketing system for customer support and internal IT desks. Incoming requests are auto-categorized, assigned to the right resolver, tracked against SLA, and escalated as deadlines approach.
Ideal for
IT companies running customer support
E-commerce businesses handling returns and complaints
Internal IT helpdesks at mid-sized companies
Service organizations with equipment tickets
HR and office management with internal requests
Features you will use from day one
Multi-channel ticket intake
Tickets arrive from email, web forms, phone, chat, or directly from the app. Everything lands in a single queue with automatic categorization based on keywords and customer history.
Priorities and SLA
Every ticket carries a priority (critical, high, normal, low) plus SLA targets — first response time and resolution time. The system flags slipping tickets visually and escalates to the manager or L2 engineer.
Routing and queues
Dispatchers can assign manually, or let the system route by expertise, current load, and availability. Round robin, skill-based routing, and specialized teams (L1, L2, L3) all supported.
Automated escalations
If a critical ticket is not picked up within 30 minutes, the system pings the manager. If it is not resolved within SLA, it escalates to a higher tier. Nothing important slips and customers get a reliable service.
Knowledge base and self-service
Common issues get published to the knowledge base. Customers find solutions themselves and helpdesk volume drops. The internal knowledge base also speeds up onboarding new agents.
Frequently asked questions
How does Helpdesk differ from Zendesk or Freshdesk?
Modulario Helpdesk is part of a platform that also includes CRM, invoicing, and asset records. While handling a ticket, the agent immediately sees order history, active contracts, and customer equipment — no system switching. For CEE companies we offer local-language UI, domestic support, and better pricing.
Can we run internal and external helpdesks in the same system?
Yes. One queue for external clients (product support), another for internal IT, a third for HR. Each has its own SLAs, teams, and forms. Reports and licenses stay separate.
How does the customer self-service portal work?
Customers log in and see all their open and historical tickets, can add a comment, attach a file, or close it. A knowledge base with how-to articles is available too. It reduces email volume and speeds up resolution.
Does the module support CSAT and NPS surveys?
It does. After a ticket is closed, the customer automatically receives an email rating (5-point scale plus free-text feedback). The aggregated CSAT dashboard shows satisfaction by agent, category, and period. NPS surveys go out at intervals you set.
Can we automate replies to repeating questions?
Yes. Canned responses speed up agent work. For standard inquiries (password reset, invoice copy, contact info) you can use automation rules — the system answers immediately and either closes the ticket or escalates as needed.
Works with the tools you already use
- Microsoft 365
- Google Workspace
- Slack
- MS Teams
- Jira Service Management
- Gmail
- Zendesk
- Freshdesk
- HubSpot
- WhatsApp Business
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