ML Helpdesk gives your support team one place for every ticket: time tracking, internal notes, photos, automatic email updates, a knowledge base, reports – and a portal where clients follow their own requests.
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Open, pending and resolved tickets, charts by status and priority, your own open tickets, and an Attention Needed list for anything waiting longer than you allow.
Caller and company details fill in from your address book. Paste screenshots or snap a photo with your phone, and one click suggests the right priority from the description.
Search across tickets, clients and requesters. Filter by status, priority, type or technician, preview any ticket by hovering over it, and close or reassign a batch in one step.
A built-in timer tracks your time. Internal notes stay private to your team, photos and screenshots attach to the conversation, and a clean ticket summary goes out by email or PDF.
Choose triggers – new ticket, urgent priority, status pending, resolved, closed – and who should be emailed. Daily summaries and weekly stats go out on schedule.
Tickets created, open and resolved, and time logged – by technician, company or tag, for any date range. Export to Excel or PDF, or email the daily report in one click.
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Priced per company, with logins for your whole support team.
Your own help desk with your logo and name, including your first login – the company admin.
Each additional admin or agent login is a small monthly fee. Clients who only submit tickets are free.
We import your clients, set up email notifications and workflows, and train your team.
Yes. Clients get logins to the client portal where they open tickets, add photos and follow progress. They only ever see their own company's tickets.
Yes. Notifications and reports are sent from your own email account (for example Microsoft 365 or Gmail), so replies come straight back to you.
Yes – the system name, logo and contact details are set in Settings › Branding.
Usually, yes. We import clients and contacts, and can move tickets from most systems as part of setup.
Your staff – admins and agents. Clients who only submit and follow tickets are not charged.
We'll set up ML Helpdesk with your branding and train your team.